Job Title: Bilingual (Spanish) Member Solutions Center Service Manager

　　Job Type: Full-time

　　Location: Virginia Beach, VA

　　All of us at Chartway stand united in our strong culture oflistening and learning. We treat people with respect, integrity, and kindness,and are committed to continuously developing a diverse and inclusive workplacewhere team members are empowered to be their authentic selves. All backgrounds,viewpoints, and life experiences are welcome, knowing this commitmentstrengthens our credit union family and communities.

　　The Member Solutions Center Service Manager is responsible to the Director of the Call Center within the Member Solutions Center for developing Financial Solutions Representatives to meet contact center operational goals. The Member Solutions Center Service Manager will be functionally responsible for the Service Channel which would include influencing and shaping strategy that will improve operational performance inclusive of but not limited to NPS, Membership Growth, and Retention. Responsible for coaching contact center front-line team members, responds to and resolves escalated member issues; prepares reports; maintains professional industry knowledge; and accomplishes organization goals. Must understand and effectively communicate the vision of the organization to direct reports. This is a working leadership position.

　　Responsible and Accountable for:

　　Ensuring a quality service experience is delivered through the oversight of call center activities that ensure a culture of professionalism, discipline and accountability.

　　Proven track record of consistently motivating teams to exceed assigned goals in a bank or retail sales environment through coaching and developing a skilled sales team.

　　Ability to aggressively manage team production inclusive of but not limited to achieving service level and member retention targets.

　　Demonstrated ability to implement strategies which meet/exceed organizational quality service standards.

　　Track record of leading a team to achieve extraordinary results. Inspires and motivates team members to work together to deliver a beyond expectations performance.

　　Deliver an exceptional phone channel servicing experience

　　Partnering with external partners to align and deliver an excellent member experience.

　　Demonstrated ability to implement service strategies which meet/exceed organizational quality service standards.

　　Achieve channel referral goals and support penetration targets via the phone and web where applicable.

　　Ensure staffing aligns to budget expectations

　　Knowledge, Skills and Abilities:

　　Ability to assess the effectiveness of call center procedures to drive efficiencies and improved member experiences.

　　Skilled at supervising work for a team of individuals with differing levels of skill to enable the team to achieve pro-rata portion of department sales and service goals. Sets a comfortable tone and encourages open communication.

　　Proficiency in utilizing ongoing technologies to successfully support member servicing within a contact center environment; including handling in bound and out bound communications through telephone, email and chat.

　　Proven ability to coach and develop team members by providing frequent feedback on all aspects of performance- including confronting performance issues and elevating performance by constructively focusing on improvement.

　　Will be a working floor leader handling contacts from all media types and providing follow up service and or sales support when volume or team performance dictates.

　　Articulates ideas clearly and concisely in a variety of settings, adjusting message to match the audience.

　　Ability to understand the Cisco phone system and have knowledge of how it impacts the department’s work performance.

　　Be proficient in Microsoft Excel, including the ability to create, modify, and fix spreadsheets.

　　Proven experience in being able to maintain and develop a business relationship with multiple third party vendors.

　　A strong ability to recognize and resolve problems and situations.

　　Ability to assess the effectiveness of Sales procedures and process to drive efficiency, loan production and improved member experiences.

　　Ability to manage competing priorities, work effectively and independently within time constraints

　　Ability to comply with all state and federal regulations.

　　Ability to complete accurate and timely currency transaction reports as required by the Bank Secrecy Act.

　　Education and Experience:

　　Education: College Degree, Associates Degree or equivalent experience

　　Experience: Four years demonstrated progression in job-related experience. Prior contact/call center experience preferred but not required.

　　Chartway offers a competitive salary and a comprehensive benefits package. Candidates must have a good credit history for consideration. Salary requirements must be included and resumes must be accompanied by a Chartway Employment Application for consideration.

　　Chartway Federal Credit Union is an EOE/M/F/ Disability/Vet Employer.

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