Share Email Opening Title Call Center Support Lead - On-Site Call Center  Description THIS JOB IS ELIGIBLE FOR A $1000 NEW HIRE BONUS**   This in NOT a virtual position - this position works in-person and on-site at our On-Site Call Center Offices (18600 SE McLoughlin Boulevard Milwaukie, OR 97267 and 15054 SE McLoughlin Blvd, Oak Grove, OR 97267).   Position Summary: Responsible for assisting the Branch Manager in the overall operational management of the Call Center Branch. Acts as a subject matter expert for department policies and procedures. Assist the Branch Manager in coordination, audit, and training concerning the operations for the Call Center team.   Essential Functions Collaborates in creating an encouraging environment by leading by example and mentoring employees to achieve top performance in service and sales. Provide friendly and prompt internal and external service by modeling the service and sales initiatives of the organization. Supports Branch Manager in implementing and monitoring team performance and department goals; helps in developing action plans to meet those goals. Identifies coaching and trainings opportunities and provides frequent feedback to employees and manager regarding individual and group performance and progress on established goals and objectives. Provides necessary support to Branch Manager in overseeing daily duties of the call center branch team; coordinates daily workflow, attendance, and schedules, including breaks, lunches, and overtime as needed. Provides support to branch and other departments in questions and clarifications relating to existing Call Center Branch policies and procedures; recommends and implements new and revised procedures. Ensures that Call Center Branch staff are trained on all Federal and associated compliance regulations and that the team follows all policies, procedures, and compliance issues. Exercises as lead in operational approvals, corrections, overrides, completion of daily postings, and reconciliations. Balances operational key controls, operational certifications; auditing that those tasks have been completed and logged. Headlines any issues occurring with technology. Monitors and delegates work through various digital communication channels and message centers; remote emails are assigned and processed within service level expectations. Participate in regular staff and/or department meetings to review strategic goals and initiatives, and promote team building. Monitors and analyzes operational reports and directs team to address items indicated on reports. Perform all duties and responsibilities as outlined for Call Center staff. Appropriately handle member complaints and adjustments; consistently log escalated member complaints while keeping manager apprised of trends and issues. Meet or exceed sales and service goals, contributing to branch and member growth.   Position Requirements Experience: REQUIRED: Two years of similar or related duties (as outlined in the essential functions), including time spent in similar or preparatory positions. PREFERRED: Greater than two years of similar or related duties Education: REQUIRED: A high school degree or GED. PREFERRED: A two-year college degree or completion of a specialized course of study.   This in NOT a virtual position - this position works in-person and on-site at our On-Site Call Center Offices (18600 SE McLoughlin Boulevard Milwaukie, OR 97267 and 15054 SE McLoughlin Blvd, Oak Grove, OR 97267).   Work Operation Hours: 8:45 AM – 5:45 PM Monday thru Friday, with alternating Saturdays (required) from 8:45 AM – 1:15 PM   Pay Range: 22.97 - 28.72 per hour   THIS JOB IS ELIGIBLE FOR A $1000 NEW HIRE BONUS** ** less applicable taxes; partial payment upon first full cycle pay check and after successful completion of six months of employment   If you are ready to partner with an organization that puts people before profits and has been supporting Clackamas County for over 60 years then apply now! Your new career awaits.   Benefits: Medical, Vision and Dental PTO (begins earning on hire date) 401k Student Debt Repayment Education Reimbursement Long and Short Disability Life Insurance EAP (employee assistance plan) And coming soon on-site GYM.   Position INACTIVE_Call Center Support Lead   Full-Time/Part-Time Full-Time   Location Oak Grove Branch   Hourly Rate Range 22.97 - 28.72 per hour   Open Date 12/14/2021   Close Date 1/31/2022   Req Number BRA-21-00060   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.   This position is currently not accepting applications. To search for an open position, please go to http://EMBOLDCreditUnion.appone.com Follow us See who works here:

 

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