Supervisor of Contact Center at Tokio Marine responsible for enhancing team performance and client satisfaction through motivational campaigns and feedback. Focused on sales performance and team evaluation.
MU
Hybrid Senior Contact Center Representative
Posted 2 months ago
About the role
- Senior Contact Center Representative at Mirastar focusing on assisting members through transactions while maintaining service quality. Leadership role within the Contact Center to ensure compliance and efficiency.
Responsibilities
- Comply with all applicable policies and procedures, performing duties associated with the maintenance, control, and security of member information.
- Prepare lunch and break schedules for optimum member service level, adjusting as dictated by work demands.
- Provide leadership, knowledge, and support to Contact Center staff in handling member transactions and escalations.
- Open new membership and subsidiary accounts, including all types of depository and account ownerships.
- Assist in the training of new employees.
- Monitor call duration, hold time, number of calls, service levels, transfer activity, and abandonment rate to ensure excellent member experience.
- Prioritize and monitor workflow to meet service level agreements and keep the supervisor informed of status.
- Cross-sell products and services within established guidelines.
- Perform account maintenance activities, including closing accounts, account transfers, processing ownership changes, and certificate renewals.
- Perform basic teller functions, including processing share and share draft deposits, withdrawals, loan payments, and draft stop payments.
- Evaluate related transactions for risk and make sound and informed decisions regarding exceptions and adjustments.
- Assist management with follow-up on staff job duties to ensure completion of assigned tasks.
- Assist with contact center & E-branch controls, including new accounts reviews, error log reviews, and overall quality control.
- Provide technical and subject matter expertise to team members.
- Ensure operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, including, but not limited to, understanding of compliance with the Credit Union’s BSA-AML program.
- Attend Sponsor Employee Groups (SEGs) visits with Business Development and/or host a Credit Union table at a SEG location.
- Act as backup for other positions as needed.
- Fill in at other Branch locations or Corporate Office as needed.
- Other duties as assigned.
Requirements
- Education and/or Experience: High School Diploma and a range of 3 to 5 years related experience and/or equivalent combination of education and experience.
- Certificates, Licenses, Registrations: None required.
- Geographical Location: This position may be eligible for a flexible work arrangement. Individuals working in this position must be located within the state of California.
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