Listerhill Credit Union
DescriptionOverview:
Listerhill Credit Union is a financial cooperative whose primary purpose is to help our members live financially healthy lives.
In 1952, seven Reynolds Metals employees deposited $5 each with the idea of starting a credit union that was member-owned and member-focused.
Helping co-workers break from predatory lenders to borrow affordably and save for their financial futures, was their motivation.
We have grown from a single office at Reynolds Metals to 18 branches throughout northwest Alabama and south-central Tennessee.
Today, we serve 13 counties with a full line of financial solutions.
Our purpose and commitment to financial health has never changed.
We recognize what is good for our members is good for us.
We aspire to high standards of integrity, excellence, and passion.
Furthermore, we strive to be innovative for the members' benefit and engaged in the betterment of their communities.
The Role:
Your efforts and ultimate successes should be measurable and recognizable as you strive daily within LCU's vision:
to value people over profit, proactively seek improvement, work passionately, exceed expectations, and make our community a better place.
As a Contact Center Supervisor, you will foster collaboration and skill building with Contact Center Representatives.
You will work a ticket queue and perform all member call back, allowing Contact Center Representatives to focus solely on incoming calls.
You will be a role model in the Contact Center, leading by example and motivating others with feedback and support.
Looking to the future of the Contact Center, you will be vital in all things digital, from being a subject matter expert to training the Contact Center Representatives on new products.
Your feedback will be necessary in finding products to meet our member needs.
Member Experience will be in the forefront of your mind, working to correlate complaints that are received and formulate resolutions to minimize reoccurring issues.
You will own member needs and foster the best experience with prompt and accurate service.
What you will do:
Assist Contact Center Representative with questions and issuesTechnical specialistSupport new employee trainingGive overrides and approvals within set limitsPerform all member call backsRefunding fees, within set limitsAssist representatives on mobile and smart ATM questionsManage Contact Center ticket queue including but not limited toFraud disputes and provisional creditsACH issues and questionsCredit/Debit issues and questionsSupervise up to 5 Contact Center Representatives, working with them on issues that arise day to dayComplete the call backs to members to complete wire transfersSupport their needs and continue their knowledge and learning, by assisting as neededAssist the Contact Center Manager with scheduling, as neededProactively increase the member experienceSupport the Digital Strategist and VP of Member Experience by giving insight to concerns members share and frustrations you encounterWork closely with other Supervisors to identify complaints that share common issuesContinue to learn and look for new and innovative ways to better our membershipPerform other duties as assignedRequirements
Qualifications:
High school diploma or GED3 - 5 years of experience in a financial institution or contact center settingAt least 1 year of service in the Listerhill Contact Center can be substituted for experienceAbility to multitaskMust have a higher than average understanding of the systems used in the Contact CenterMust possess a professional deminer, strong communication, analytical and critical reasoning skills, personality traits conducive to a sales and service culture, and sharp problem-solving skillsMust be able to communicate efficiently to all areas of the credit union, both verbally and in writingAbility to lead others and have them accept ideas you are presentingMust successfully complete appropriate LCU assessmentsThis Job Description is not a complete statement of all duties and responsibilities comprising this position.
Listerhill Credit Union is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state of local law.
About the Company:
Listerhill Credit Union.
Estimated Salary: $20 to $28 per hour based on qualifications.
Listerhill Credit Union is a financial cooperative whose primary purpose is to help our members live financially healthy lives.
In 1952, seven Reynolds Metals employees deposited $5 each with the idea of starting a credit union that was member-owned and member-focused.
Helping co-workers break from predatory lenders to borrow affordably and save for their financial futures, was their motivation.
We have grown from a single office at Reynolds Metals to 18 branches throughout northwest Alabama and south-central Tennessee.
Today, we serve 13 counties with a full line of financial solutions.
Our purpose and commitment to financial health has never changed.
We recognize what is good for our members is good for us.
We aspire to high standards of integrity, excellence, and passion.
Furthermore, we strive to be innovative for the members' benefit and engaged in the betterment of their communities.
The Role:
Your efforts and ultimate successes should be measurable and recognizable as you strive daily within LCU's vision:
to value people over profit, proactively seek improvement, work passionately, exceed expectations, and make our community a better place.
As a Contact Center Supervisor, you will foster collaboration and skill building with Contact Center Representatives.
You will work a ticket queue and perform all member call back, allowing Contact Center Representatives to focus solely on incoming calls.
You will be a role model in the Contact Center, leading by example and motivating others with feedback and support.
Looking to the future of the Contact Center, you will be vital in all things digital, from being a subject matter expert to training the Contact Center Representatives on new products.
Your feedback will be necessary in finding products to meet our member needs.
Member Experience will be in the forefront of your mind, working to correlate complaints that are received and formulate resolutions to minimize reoccurring issues.
You will own member needs and foster the best experience with prompt and accurate service.
What you will do:
Assist Contact Center Representative with questions and issuesTechnical specialistSupport new employee trainingGive overrides and approvals within set limitsPerform all member call backsRefunding fees, within set limitsAssist representatives on mobile and smart ATM questionsManage Contact Center ticket queue including but not limited toFraud disputes and provisional creditsACH issues and questionsCredit/Debit issues and questionsSupervise up to 5 Contact Center Representatives, working with them on issues that arise day to dayComplete the call backs to members to complete wire transfersSupport their needs and continue their knowledge and learning, by assisting as neededAssist the Contact Center Manager with scheduling, as neededProactively increase the member experienceSupport the Digital Strategist and VP of Member Experience by giving insight to concerns members share and frustrations you encounterWork closely with other Supervisors to identify complaints that share common issuesContinue to learn and look for new and innovative ways to better our membershipPerform other duties as assignedRequirements
Qualifications:
High school diploma or GED3 - 5 years of experience in a financial institution or contact center settingAt least 1 year of service in the Listerhill Contact Center can be substituted for experienceAbility to multitaskMust have a higher than average understanding of the systems used in the Contact CenterMust possess a professional deminer, strong communication, analytical and critical reasoning skills, personality traits conducive to a sales and service culture, and sharp problem-solving skillsMust be able to communicate efficiently to all areas of the credit union, both verbally and in writingAbility to lead others and have them accept ideas you are presentingMust successfully complete appropriate LCU assessmentsThis Job Description is not a complete statement of all duties and responsibilities comprising this position.
Listerhill Credit Union is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state of local law.
About the Company:
Listerhill Credit Union.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
