Assistant Call Center Manager - Sun East Federal Credit Union

Sun East Federal Credit Union of Aston, PA is seeking an Assistant Call Center Manager to join our team. Are you a self-starter with call center experience who is interested in beginning a rewarding career in the financial industry with a growing credit union? Do you share in the credit union philosophy of "people helping people"? If so, please read on!

Our Assistant Call Center Manager will earn a competitive wage, depending on experience. We also offer a robust benefits package including medical, dental, vision, a flexible spending account (FSA), a 401(k) plan with company match, life insurance, an interest rate reduction on loans, and employee discounts on things such as movie tickets, theme park tickets and discounted tickets to local events. This is a credit union call center where there is no cold calling required! If this sounds like the financial industry service opportunity that you've been looking for, apply now!

ABOUT SUN EAST FEDERAL CREDIT UNION

Headquartered in Aston, PA, Sun East was chartered in 1949 as the result of Sun Oil Company employees banding together to assist each other with their financial needs. From these humble beginnings, we have grown to serve the financial needs of more than 50,400 members throughout Delaware, Pennsylvania, and New Jersey. As a credit union, we are a cooperative financial institution, owned and operated by its members. The basis of our philosophy is "people helping people."

"Together, we will be our members' heroes and build relationships that create lasting legacies, one person at a time." In order, to hire and retain employees who will make this mission their own, we offer competitive pay, a comprehensive benefits package, and a rewarding work environment with opportunities for career development.

RESPONSIBILITIES

As an Assistant Call Center Manager your day is spent assisting in the overall efficiency and effective operation of the Call Center to meet the established performance standards. This role supports the Call Center with answering incoming calls, conducting outgoing calls regarding member accounts, problems and/or transactions and handling escalated member calls. This is a fast-paced environment. As one of the voices of our credit union, you ensure that your warm smile and helpful attitude comes through in every phone interaction.

When handling calls you assist members with basic banking tasks such as looking up account info, posting transfers, placing stop payments, processing card orders, handling requests for check copies, and processing wire transfers. You educate members on all the products and services we offer such as banking services, IRAs, and loans. Utilizing your product knowledge, you use a consultative approach to uncover needs and cross-sell financial products.

Additional Responsibilities Include:

• Assists in establishing procedures affecting the department.
• Resolves member problems, questions, and complaints in the department.
• Interacts with the Manager and other departments to resolve any problems that may arise in the department with regard to IRA's, loans, insurance, etc.
• Coordinates the system requests and training for new staff, as well as ongoing requests and training for existing staff.
• Maintains effective 2-way communications between staff and the Call Center Manager to insure an efficient working environment.
• Maintains efficient department operations in the absence of the Manager.
• Participates in meetings with regards to upcoming system upgrades and new products and services.
• Interviews and completes loan applications
• Works with e-Commerce Reps to handle all online questions and issues.
• Manages and listens to employee calls on a regular basis with coaching.
• Attends Management Call Listening Sessions.
• Transfers expected number of CURP referrals or other outside programs.
• Manages staff concerning expected number of CURP referrals or other outside programs.
• Educates members on the importance of updated email addresses and the use of e-statements.
• Handles IRA transactions and questions, as required.
• Responsible for monitoring the call queue on a daily basis to maintain expected service levels.
• Responsible for daily statistics and reports from the call monitoring system.
• Educates members on the use of Sun East Electronic Products, Automated Services, and Card offerings.
• Processes requests for check withdrawals, account transfers/verify funds, and places stop payments.
• Handles ATM/debit card and account related questions, requests, and problems.
• Handles requests for check copies, statement copies, and fraud related items.
• Processes requests for checkbook orders, address changes and coupon book orders.
• Retrieves messages from answering machine and performs follow-up.
• Quotes present rates on all deposit and loan products.
• Responds to loan questions and problems, by providing the status of loan applications, calculating loan payments, and handling car value inquiries.
• Responds to member questions by providing necessary paperwork regarding fraudulent and questionable activity.
• Connects members with the appropriate credit union representative when necessary.
• Communicates current marketing promotions.
• Places outbound calls to members as required.
• Completes deposit verifications.
• Handles member requests for certificates and changes to certificates.
• Fills in for other Call Center positions as required.
• Obtain and maintain state appropriate licenses as required and complete the expected level of product certifications and training.
• Successfully demonstrate effective selling skills and behaviors and exhibit a thorough knowledge of credit union products and services sold.
• Create opportunities for expanded member relationships by determining member needs for additional products and services.
• Meet minimum sales and product referral requirements per month.
• Maintain accurate sales records.
• Strive to exceed monthly sales goals by reviewing additional opportunities with members at time of interaction and with a follow up call.
• Bilingual (English/Spanish) skills a plus

Please be advised that credit, criminal, employment, and education background checks are conducted on potential candidates. A post-offer, pre-employment drug test is also required.

WORK SCHEDULE

The Call Center Hours are Monday- Friday 7:45 am - 7:15 pm. Saturday 7:45 am - 12:15 pm. The Work Schedule will include: 2 early shifts, 2 mid shifts and one closing shift weekly, plus 2 Saturday's a month.

ARE YOU READY TO JOIN OUR TEAM?

If you feel that you would be right for this Assistant Call Center Manager position, please complete our initial 3-minute, mobile-friendly application. We look forward to meeting you!