Pacific NW Federal Credit Union
Contact: David Thompson
Phone: (503) 602-5879
You must have proven leadership experience in a contact center environment, the ability to coach and mentor employees, and a thorough understanding of and experience with e-service, online and mobile banking. Excellent communication and task management skills are a must.
Key duties include the following:
Maintains and improves eBranch operations by monitoring system performance; identifies and resolves problems; prepares, completes action plans; completes system audits and analyses; manages various department systems and upgrades; manages process improvement and quality assurance programs.
Hires, develops and manages distributed eBranch team; coaches and guides each employee to improved performance; conducts employee reviews and recommends appropriate employment actions.
Plans, tests and implements new member products, services and processes; assists with special projects related to field of experience, as needed.
Serves as a resource for staff and member to resolve complex issues; troubleshoots escalated operational issues in coordination with other departments as appropriate.
Develops, promotes and maintains a sales-oriented team culture in partnership with other member service and lending teams.
The schedule will generally be Monday through Friday with the expectation of availability for evenings and Saturdays as needed to support the contact center hours. This position will often work remote as well as in a branch location.
This is a full-time, exempt position with benefits including participation in our health plan after 60 days, paid time off accrual, paid holidays, credit union paid life, AD&D and LTD insurance, a 401(k) retirement plan with employer match, loan discounts and best of all you get to work with our dedicated and enthusiastic team!
Apply online at https://pnwfcu.applicantpro.com/jobs/.