Contact Center Branch Manager

Job Description:

ESSENTIAL FUNCTIONS:
Strategic Functions:
1. Monitors and tracks staff performance to align with the credit union’s Strategic Business
Plan and board-approved budget targets. Coaches team members to achieve specific
goals and targets.
2. Drives contact center efficiency and service through effective implementation of
technology, product and service innovations.
3. Communicates and collaborates regularly with the Point West Management team to help
identify and deploy consistent process improvements.
4. Provides a safe, fun and productive work environment. It should also foster creativity,
service, efficiency, and teamwork for staff and members alike.

Operational:
1. Exemplifies a positive, inclusive member environment, while ensuring prompt, accurate
responses to staff and members across all applicable channels, (in person, phone, email,
other electronic channels, etc.)
2. Responsible for the oversight of daily operations, functions, and compliance of the Contact Center Branch
3. Directs and performs all aspects of the member service experience as needed. This
includes and is not limited to; loan origination, member transaction processing, new
account origination, member account maintenance and issue resolution, activating
supervisory overrides in the core system, and approving transaction exceptions within
defined parameters.
4. Consistently reviews call logs and both evaluates and coaches staff call quality to identify
areas for improvement.
5. Actively manages and monitors call queues and call queue reports to ensure member
coverage. reviews and analyzes trends to better meet member needs and maintain high
levels of quality service and accuracy standards.
6. Participates in research, development and training of new products and assists with
project implementations that affect Contact Center operations.
7. Identifies and provides training and education to contact center staff to achieve
comprehension of features, benefits, procedures and compliance of products and
services.
8. Works with Retail branch manager to ensure proper coverage across in person and online
member channels.
9. Manages employee schedules to maximize service delivery. Coordinates and approves
paid time off (PTO) for Contact Center team.
10. Handles escalated service situations with members. Assists employees with member
service complaints and issues and provides follow-up and/or further escalation as
needed.
11. Manages operations team compliance; provides reports for compliance audits and
examinations as needed.
12. Manages data, physical security, and safety for the Contact Center location. On an
ongoing basis, analyzes and monitors compliance with established security and safety
policies and procedures on an ongoing basis. Ensures staff receives quarterly training at a
minimum, and more as needed related to applicable data and physical security
requirements. Maintains and protects all sensitive data utilizing the highest standard of
confidentiality and professionalism.
13. Monitors Contact Center operations and appearance to ensure a consistently
professional environment, aligned with the credit union’s brand and mission.
14. Participates in the credit unions community development and outreach efforts, to build
relationships with identified target markets, businesses, community partners and other
communities as needed.
15. Provides Retail Branch Managerial coverage as needed.
a. Ability to cover as Manager for branch cash and vaults. Works with applicable
departments and key personnel to monitor, order and balance cash on-hand and
vaults, including ATMs, cash recyclers, etc. Responsible for maintaining and
monitoring other monetary instruments, including money orders, wires, corporate
checks, gift cards, etc.
16. Provides guidance to staff and assistance on complex issues affecting daily operations.
17. Regularly work as a resource on various organizational projects as needed.
18. Performs all other duties as assigned and/or deemed necessary.
19. Must be eligible for and maintain NMLS registry (may include periodic criminal
background check, fingerprinting, credit check, continuing education) as required.
20. Must be willing to apply and possess a Notary Public Certification.

SUPERVISORY:
1. Encourages and develops trust amongst staff members and all other credit union
departments to ensure a “team effort” approach and prompt and courteous member
service.

2. Maintains a highly motivated and well-trained, competent staff, sustaining effective
employee and member relations.
3. Ensures new employees are thoroughly trained in all phases of their positions, and with
other departments as necessary.
4. Jointly, in collaboration with operations-oriented management, selects and assigns credit
union employees within functional area(s) of responsibility.
5. Manages performance standards, and when necessary, implements corrective action.
6. Assists in the development of relevant departmental reports and monitoring to ensure
progress towards the credit union’s identified strategic goals and budget targets. Provides
regular monthly one-on-ones and departmental meetings. Responsible for regular
employee reviews.
7. Schedules and cross-trains team members adequately to ensure effective succession and
efficient branch operations.
8. Ensures opportunities for employee development and training towards career
advancement opportunities. .
9. Involved in development, updates and implementation of policies and procedures.

STANDARD JOB SKILLS:
1. Credit Union Knowledge: thorough knowledge of credit union products, services and
partnerships.
2. Judgment: Continually uses sound judgment, as outlined in:
• Employee Handbook
• Code of Ethics
• Promises
• Acceptable Use Policy
• Declaration of Beliefs
1. Regulatory Knowledge:
• Thorough knowledge of credit union operations and philosophy required.
• Thorough knowledge and adherence to current and emerging laws and
regulations pertaining to areas of responsibility required, including Local, State
and Federal Laws.
• Thorough knowledge of the credit union’s products and services to effectively
determine members’ needs and cross-sell relevant products/services.
2. Change Management: Is flexible, easily adapts to change; and promotes/assists with
change in the work environment. Can prioritize and manage multifunctional tasks and
projects.
3. Analytic Ability: Requires the ability to apply principles of logic to define problems and
desired outcomes, collect data, establish facts, and draw valid conclusions from multiple
sources of an objective and subjective nature.
4. Interpersonal Skills: Strong emotional intelligence necessary to build effective
partnerships with potential members, members, staff, management, volunteers and
vendors.

5. Active Listening: Requires the ability to effectively listen and ask open-ended and
clarifying questions for needs-identification.
6. Initiator: Acts independently with minimal direction.
7. Project Management: Strong ability to:
• Organize, set and meet deadlines
• Prioritize
• Multi-task
• Leverage resources
• Remain detail oriented
8. Verbal and Written Communication: Excellent speech and accurate writing, stressing
composition and grammar, and the ability to clearly convey intended information.
9. Public Speaking: Ability to confidently and effectively present and facilitate bilingually
(English/Spanish) before an array of audiences, including members and potential
members.
10. Sense of Urgency/Strategic Thinking: An energetic, forward thinking and creative
individual who proactively seeks efficient processes and effective methodologies to
improve safety and soundness of the credit union.
11. Technical Skills: Savvy with a vast array of computer programs and office equipment.
Advanced proficiency in member operating systems. Strong attention to detail, utilizing
electronic tracking systems and methods.
12. Confidentiality: Demonstrates a high level of confidentiality, sensitivity and tact.
13. Demeanor: Ability to maintain a professional and accessible profile with all contacts.

EDUCATION AND/OR EXPERIENCE:
• High school diploma or equivalent required (undergraduate degree preferred).
• Minimum of five (5) years financial services experience (experience with retail banking/
teller/branch operations, contact center experience preferred).
• Minimum of three (3) years management experience.
• Bilingual in English and Spanish preferred.