Thank you for your interest in joining our team! We offer a compensation package that includes a competitive salary and benefits.
Current Position(s) Available:
Call Center Supervisor
POSITION : Call Center Team Supervisor
REPORTS TO: Director of Operations
SUPERVISES: Call Center staff
I. Basic Responsibilities
Oversees daily operations and responsibilities relating to the Call Center team while providing a high level of consistent service to our membership over the phone.
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Contributes to NW+’s mission statement and goals by providing the highest quality of service, treating each person professionally – with warmth, courtesy, and respect, cross-selling additional services, and making a personal effort to make members feel they belong and are important to the credit union.
- Performs duties of a Call Center Representative
- Oversees the daily activity of incoming inquiries to assure that all members are provided assistance that represents the highest quality professional member service that encourages the retention and expansion of the credit union’s membership and loan portfolio.
- Employs sound judgement, maintains knowledge of and, using decisions-making skills, adheres to all standards on internal and external policies and procedures and BSA regulations.
- Understands and complies with security procedures at all times.
- Facilitates consistent communications, as well as department meetings, to disseminate pertinent information and discuss operations methods and opportunities.
- Accountable for coaching staff to build and maintain a positive sales culture.
- Sustains motivated employees and ensures development of employee competencies.
- Follows and assists with direct sales and service activities to ensure annual employee and department goals are met and relationships with current and potential members are maximized.
- Assists in development of policies and procedures directly applicable to the Call Center and communicates relevant product/service/policy information to staff.
- Assists the Director of Operations with researching and developing new processes and procedures directly applicable to the Call Center.
- Ensures important pieces of information are constantly being understood by all team members, communicating vision from top of company down.
- Is nimble through changes, supports the end goal, and the process it takes to get there.
- Leads by example and holds staff accountable, while creating a positive, engaged team who strives to do their best each and every day.
- Empowers employees with an amount of autonomy to make decisions.
- Mindful of strategic initiative when making decisions, possesses the knowledge and capability to lead and support areas of responsibility.
- Ensures staff are well trained and have the support they need to perform their duties; coaches staff to meet the expectations of their role and deliver the highest quality of member service possible.
- Tracks staff performance to identify trending and coaching opportunities.
- Counsels members with any escalated problems that cannot be handled by the Call Center team. Once resolution is achieved is responsible for conducting necessary training and coaching of staff.
- Ensures the protection of the credit union’s interest in matters of adequate documentation and adherence to credit union policy and various laws and regulations as well as the exercise of sound decisions.
- Opens, operates, and closes computer terminal to accurately post transactions, access account information, and generally update member account transactions and information.
Meets or exceeds all behavioral standards of a NW+CU employee.
III. Supervisory Oversight
Responsible for regular call center duties along with cohesion of department direction, monitoring and evaluation of Call Center team members.; planning, assigning and directing work; assist with appraising performance; rewarding and coaching employee performance; resolving complaints and problems.
IV. Education and Skills Required
To perform this job successfully, an individual must fully understand credit union products and services and be able to assist members to use these products and services. Cooperative and positive attitude toward members and credit union staff. Professional appearance and attitude as well as the ability to communicate effectively with members and fellow employees.
- High school diploma or general education degree (GED); plus one to three years’ related experience and/or training or equivalent combination of education and experience.
- Excellent oral and written skills.
- Complete working familiarity with the credit union’s computer system, including input and output functions, general ledger account knowledge, balancing daily work, and training personnel in the appropriate usage of the computer system in their assigned tasks. Thorough knowledge of credit union’s computer system for performing basic input/output tasks.
- Skilled in software used in credit unions.
- Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Should effectively preset information in one-on-one situations to members, potential members, and other employees of the credit union.
- A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work will involve motivating and influencing others.
Other Skills and Abilities
- Ability to operate general office machines and equipment such as a photocopier, fax, adding machine and computer.
- Ability to accurately add, subtract, multiply and divide in all units of measure using whole numbers, common fractions, and decimals.
1. Relevant training in a credit union, bank or other financial institution preferred or any documented work experience which provides the candidate with equivalent knowledge and/or experience of the above minimum requirements.
2. Spanish speaking preferred.
- Working Conditions
- Physical Demands
- Occasional standing and walking; frequent sitting; occasional bending and squatting.
- Occasional lifting pushing, pulling, or carrying up to 20 pounds or reaching at or below shoulder level.
- Frequent use of hands in repetitive tasks such as simple grasping, typing motion, and twisting/turning of wrists.
Frequent finger manipulation to perform various clerical duties such as typing, filing, writing, and entering data into the computer system.
- Use of Senses
- Frequent talking and hearing in person and on the telephone.
- Frequent periods of time viewing a computer monitor.
- Frequent clarity of vision at 20 inches or more or 20 inches or less.
- Mental Demands
- Frequent interaction with others and use for initiative and problem solving ability.
- Frequent deadlines to meet.
- Frequent alertness, precision, and concentration to ensure accuracy of transactions.
- Frequent use of initiative and problem-solving ability on routine matters.
- Frequent performing of basic numeric calculations, as well as writing, reading, comparing, and analyzing.
- Environmental Demands
- Normal workday occasional overtime.
- Exposed to potentially hazardous conditions, i.e. Robbery.
NOTE: Job descriptions are not intended, and should not be constructed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with the job.
You may also email your resume to [email protected] or mail your resume to:
Northwest Plus Credit Union Attn: Employment/HR
2821 Hewitt Ave
Everett, WA 98201
The credit union is an Equal Opportunity employer. Background reviews, including criminal and credit histories conducted prior to selection.