Responsible for monitoring telephone calls, e-mails lobby Financial Service Representative's and Tellers to determine the quality of communications with members. Tests upgrades for teller, loan, and online systems. Performs month end coaching for personnel on performance to monitoring standards. Performs all other duties as assigned by manager. Implements and performs according to 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.)
Monitors and evaluates interaction between members and member facing staff via phone and e-mail delivery channels to established standards.
Analyzes interaction results against established criteria and prepares reports.
Provides feedback to team members regarding performance to monitoring standards in a timely manner.
Observes the lobby Financial Service Representatives and Tellers for quality of service.
Establishes service levels to established quality standards.
Performs month end coaching for employees who score below the standard for quality service.
Tests upgrades for teller, loan, and online systems.
2. Community Relations
Actively participates in community relations activities and groups to represent the Credit Union.
(Education, Experience, Knowledge, Skills, and Abilities)
High school education or equivalent is required.
Position requires up to one year of similar or related work experience.
3. Knowledge, Skills, and Abilities
Ability to read, write and understand English both verbal and in writing.
Intermediate knowledge of typing, computers, computer software, word processing, spreadsheets.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Must be able to manage time based projects.
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.
Texas Dow Employees Credit Union - 23 months ago