Assists with the supervision of the daily operation of the Member Care service team to meet established goals for service, productivity, and quality of work. Prepares employee scheduling to ensure the optimum use of staff resource and provide sufficient staffing coverage. Answers a variety of member inquiries by telephone. Coordinates with the Member Care Branch Manager to ensure compliance with procedures and regulations. Performs all other duties as assigned. Implements and performs according to the established TDECU REAL standards.
Essential Duties and Responsibilities:
(To perform successfully in this position, an individual must be able to perform essential duties satisfactorily as well as possess education/experience, knowledge, skill, and ability as listed in representative fashion: reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position - this listing of essential duties is not all inclusive, but representative, other duties may be assigned.)
1. Employee Management
Assists with the supervision of the Member Care department to ensure adequate staffing and efficiency through training, counseling, supervising, and reviewing performance of employees.
Provides Member Care with floor walking assistance regarding transaction services, loan approvals or denials, answer questions, and assists with any other relevant functions.
Prepares employee scheduling and effectively utilizes overtime, extended hours, vacation, and other options to ensure the best use of staff resources and sufficient coverage.
2. Performance Management
Works effectively with the Member Care Branch Manager to monitor and mentor employee performance within the department to ensure a positive member service atmosphere and to enhance the TDECU REAL standards.
3. Member Service
Educates team and members on TDECU services, answers questions, and directs members to appropriate department for specialized services as needed.
4. Departmental Support
Functions as a Member Care Specialist when needed.
Assists with a variety of administrative duties including ordering departmental supplies, placing service calls, and contacting Information Systems to resolve computer or telephone issues.
Prepares a variety of reports including check systems, OFAC, and year to date reports.
Reviews daily statistical reports to ensure the processing of all team members transactions are delivered accurately and in a timely fashion.
6. Organizational Development
Supports the business contingency plans including disaster recovery committee, security programs, robbery procedures, and the loss/fraud prevention processes.
7. Community Relations
Actively participates in community relations activities and groups to represent the Credit Union.
(Education, Experience, Knowledge, Skills, and Abilities)
High school diploma or equivalent experience.
One to two years of call center environment and supervisory experience.
Experience with phone operations and switchboard is preferred.
3. Knowledge, Skills, and Abilities
Knowledge of technology including phone systems, e-mail programs, and word processing programs.
Basic knowledge of relevant PC computer software including Internet, Intranet, and Microsoft Word and Excel.
Ability to establish and maintain effective working relationships with a diverse group of people.
Ability to communicate effectively both verbally and in writing.
Physical Demands and Work Environment:
(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
An employee must frequently life and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds to perform essential position functions.
Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
The noise level in the work environment is usually moderate.
Regular attendance is an essential function of this position. This means that the employee is required to report to work on time and must remain available to clients during scheduled hours.
This position requires face-to-face interaction in person or by telephone and e-mail with customers, clients, and vendors.