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Title

Contact Center Digital Lead 

Open Date 3/1/2022  
Close Date  
Location Albany, OR (Waverly Branch)  
Full-Time/Part-Time Full-Time  
Salary $24.08 - $38.02  
Exempt/Non-Exempt Non-Exempt  
Description

CENTRAL WILLAMETTE CREDIT UNION CORPORATE CULTURE STATEMENT

Respect. Integrity. Ethics. Compassion. Humor.

At our Credit Union these five core values aren’t just words on a wall, they are our daily way of life. Our purpose is to build local loyalty, connect to community and make life easier for those we serve. To accomplish this, we hire team members who demonstrate a strong desire to serve others, who embrace change, who are eager to learn and who enjoy a good laugh.

At Central Willamette Credit Union we are laser-focused on building a stronger financial future for each of our members and we’re particularly passionate about making the communities of the Willamette Valley even better places to live, work and play. We do this by training our sales and service team members to become Financial Advocates who work tirelessly to improve our members’ financial lives. And we don’t stop there. We are fanatical supporters of the non-profit organizations that create the fabric of the communities we call home. You’ll regularly see us sponsoring and volunteering for events with the Boys and Girls Clubs, SafeHaven Humane Society, The United Way, The Center Against Rape and Domestic Violence (CARDV), and the Albany Public Schools Foundation just to name a few. Our team members are encouraged to give of their time and talents as servant leaders, furthering our quest to make the world a more just and caring place.

POSITION PURPOSE
The CC Digital Lead is responsible for motivating, empowering and impassioning staff in a manner consistent with the Credit Union’s purpose and philosophy; to create a culture where staff understand they are the key to our success and have a personally vested interest in the Credit Union. Under the general direction of the Contact Center Manager, provide supervision, direction and leadership to all CC Digital staff by motivating, coaching and holding them accountable to the goals outlined for the team. Provide ongoing technical training as necessary, as well as providing a team concept throughout the Contact Center supporting our financial goals.


ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
• Respond to escalated issues, directly and indirectly demonstrating experience, knowledge, professionalism and judgment and guaranteeing member satisfaction.
• Supervise, monitor and oversee all the activities of the Contact Center Digital Team according to established policies, procedures, and guidelines.
• Evaluate the work flow of the department’s operations on a routine basis; recommend changes to improve efficiency and reduce costs; advise the Contact Center Manager of all conditions which could affect the operation of the department.
• Provide leadership to, and daily management of, the Contact Center digital functions of the Credit Union. Acting as a role model for appropriate behavior, genuinely participate in the decision-making process of the Credit Union’s future while helping staff to recognize and understand the reasoning behind leadership decisions.
• Assist in setting policies and goals for the department.
• Lead department personnel.
• Develop and maintain a strong team environment, demonstrated through a committed, enthusiastic, results driven staff.
• Responsible for hands-on daily Contact Center Digital activity within assigned group.
• Assist with coordinating and performing training for Contact Center Digital team.
• Educate department on the use of Credit Union technology (e.g. plastic cards, ATM, text banking, mobile banking, online banking and bill pay, remote deposit, etc.) and assist with associated problem resolution while increasing adoption of existing self-service options.
• Build departmental relationships through training on consultative cross selling and promotion of next-best product or service, counseling members on Credit Union products and services in a friendly, professional and consistent manner.
• Supervise the processing of routine transactions, wire requests, and file maintenance functions such as setting up internal recurring transfers, as well as routine clerical tasks such as ordering checks, providing member check copies, statements, and card services.
• Research and resolve escalated member questions, complaints, and account queries.
• Meet target goals as outlined in the incentive plan.
• Supervise the administration of the automated calling system and provide effective management of digital and call queues.
• Provide routine information concerning Credit Union services and members' accounts, in accordance with Credit Union policy.
• Maintain a comprehensive knowledge and understanding of all Credit Union products, services, and technology.
• Deliver excellent member experience in relation to Credit Union standards.
• Supervise the replies to member correspondence received through the Credit Union’s website.
• Develop and maintain community relationships as needed/necessary for the Credit Union to be viewed as a responsible member of the community, and participate in other, similar activities to further the values and viability of the Credit Union movement.
• Ensure employees participate in Credit Union training programs.
• Ability to work extended branch hours including Saturdays.
• Monitor the submitted loan applications to be referred to Financial Consultants
• Cooperate and work with co workers as a team member
• Performs all responsibilities in accordance with CW Values, compliance, regulatory and Information Protection requirements.
• Attend training and comply with CWCU policies and procedures as well as applicable State and Federal regulations
• Performs additional duties as assigned

QUALIFICATIONS
• Strong leadership and development skills to effectively train and motivate staff.
• Cooperate and work with coworkers as a team member.
• Ability to correspond professionally and effectively with members via phone and electronic communications.
• Ability to learn, train and apply new technologies, processes, and procedures in a timely manner.
• Must possess a professional, friendly communication style and a can-do attitude.
• Effectively able to manage multiple projects and work through constant interruptions
• Strong desire to help lead and set an example for your team.
• Good interpersonal skills to ensure member issues are handled in a fair and consistent manner.
• Must be goal oriented with a strong desire to exceed established expectations.

 
Position Requirements

EDUCATION/EXPERIENCE REQUIREMENTS
• Two years team lead or supervisory experience preferred.
• Associates degree or equivalent combination of education and experience
• 3+ years of customer service experience required; experience in a financial institution is preferred.
• Demonstrated experience in providing exceptional leadership and customer support.
• Excellent written and verbal communication skills; strong problem-solving skills and data analysis abilities.
• Excellent time management skills.
PHYSICAL REQUIREMENTS
• Full-time hours required, with additional hours as necessary to accomplish objectives, goals and projects.
• Ability to sit or stand within proximity of a computer terminal for extended periods.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 
About the Organization At Central Willamette Credit Union we are laser-focused on building a stronger financial future for each of our members and we're particularly passionate about making the communities of the Willamette Valley even better places to live, work and play. We do this by training our sales and service team members to become Financial Advocates who work tirelessly to improve our members' financial lives. And we don't stop there. We are fanatical supporters of the non-profit organizations that create the fabric of the communities we call home. You'll regularly see us sponsoring and volunteering for events with the Boys and Girls Clubs, SafeHaven Humane Society, The United Way, The Center Against Rape and Domestic Violence (CARDV), and the Albany Public Schools Foundation just to name a few. Our team members are encouraged to give of their time and talents as servant leaders, furthering our quest to make the world a more just and caring place.









Our team members enjoy competitive pay with opportunities to earn incentives, a full range of benefits, and a comfortable environment where input is valued and hard work is both recognized and rewarded. Thank you for considering Central Willamette and we hope to meet you soon.






 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, 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://CentralWCU.appone.com



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