At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 500,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

About the job:

Lead, develop, coach and train a high-performance team of contact center member service representatives to ensure a first-call resolution response while continually providing an excellent member service experience. Maintain effective oversight and leadership in a high volume contact center environment.  

What you’ll be responsible for:

• Responsible for leading, supervising, and managing a team of 12 – 15 call center representatives to ensure effective and efficient member service in a first call resolution environment.          
• Observe, monitor, and coach contact center MSR’s to provide a premier member experience and first call resolution with 90% of calls handled in single contact resolution.
• Schedule, assign, and coordinate proper coverage of call volume based on skill set and skill routing.
• Handle all escalated member calls from level 2 and 3 agents along with all escalated calls from third party service providers.
• Manage ticketing and response process for third party vendors, member communication channels, and digital experience channels to ensure timely response and handling of member requests.
• Identify trends based on communication channels and make recommendations for process improvements, system changes, or other adjustments to ensure a strong member experience.
• Monitor call volumes and make adjustments to ensure KPI’s are adhered to.
• Meet and exceed critical KPI’s for success of contact center, including but not exclusively (Average Speed to Answer, Adherence, QA Scoring, Account Referrals, Loan Referrals)
• Evaluate knowledge gaps in agent performance and develop policies, procedures, and guides to assist with improving member experience.
• Hire, Onboard, Train, and Coach MSR’s to ensure consistent performance and member experience.
• Conduct side-by-side or silent listening to MSR live calls to evaluate performance and manage member experience through on-the-call and on-the-spot coaching.
• Conduct call calibration sessions with MSRs and QA using recorded calls. Ensure at minimum 5 per team member per month.
• Act as a resource to agents regarding procedural, process, or risk related issues.
• Provide regular reporting to agents and management on team performance to KPI’s.  
• Provide regular one-on-one’s for agents to ensure consistent performance and appropriate performance management.
• Prepare annual performance appraisals for MSR’s.
• Provide back up support to MSR queues during high volumes as needed.
• Lead Department projects as needed
• Other duties as assigned.         

What you’ll bring:

• Excellent interpersonal, oral and written communication skills
• 3-5 years’ Call Center experience required
• Previous Call Center management/leadership/supervisory experience preferred
• Previous sales experience preferred
• Ability to multi-task; good time management skills
• Ability to work well under pressure
• Ability to demonstrate critical thinking
• Excellent research and problem-solving skills
• Flexibility to work any shift, including early mornings, evenings and Saturdays
• Proficiency in Microsoft Office Suite  
• Highly ethical.    

Why you’ll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following:

Results – You’ll look to achieve the best outcomes for our members. Continuously track and measure everything, and use it to always improve. Be proactive, not reactive. 

Agility – You’ll remain agile in your decision making, planning, and delivery; using curiosity and creativity to see situations from all perspectives.

Integrity – You’ll act professionally and positively. Build trust, be upfront and communicate thoroughly.

Teamwork – You’ll work to achieve common goals as part of ONE TEAM.

Ownership – You’ll hold yourself and others accountable and remain committed to our obligations while caring about the outcomes as much as an owner would. 

Belonging – You’ll embrace and environment in which any individual or group can be and feel welcomed, respected, supported and valued.

We stand by our mission to connect our members and communities with an exceptional financial future and we are looking for individuals who share this same purpose to take this journey with us.

What we can offer you:

Competitive compensation, medical and dental benefits.

401K with employer match

Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization. 

Municipal Credit Union (MCU) is an Equal Opportunity Employer. 

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.