Rockland Federal Credit Union

About Rockland Federal Credit Union

Duties: Under the direction of the Chief Operating Officer, this position is responsible for the management and oversight of the Credit Union's Call Center. The successful candidate will provide effective leadership to the Call Center team, designing and ensuring the delivery of services to our members in keeping with our Commitment to Member Service. Duties include: Management of overall Call Center operations consistent with department goals and objectives. Develop and deliver appropriate vision, strategic planning, direction, priorities, performance objectives and measures of success; Build and manage a world-class service team reinforcing a culture of service, accountability and innovation and a respectful work environment; Manage the selection and on-boarding of new staff members. Ensure that existing staff are appropriately trained on new products, procedures and other initiatives. Analyze existing training plans and make recommendations for modifications or enhancements; Assist with the development and execution of the strategic approach for the integration of teams in a centralized service environment. Drives departmental efficiencies and strives toward consistent process improvement in all department functions; working closely with other departments to implement solutions for effective problem-solving; Maintains a thorough understanding of Credit Union and IT operations to ensure a positive experience for end users. Works closely with our IT team on the implementation and optimal utilization of existing and emerging technology. Consistently analyze and evaluate current systems, making recommendations for enhancements or changes; Creates and implements a knowledge-management strategy to ensure repeatable, accurate and timely solutions to member issues. Encourages and empowers staff to independently diagnose and problem-solve; Exercises excellent judgement when managing escalated member calls; diffusing difficult situations by developing practical, thoughtful solutions to resolve problems. Performs other duties as required or assigned. Requirements: Bachelor's degree in Business, Finance or related field Minimum 5 years' experience in customer service or call center operations, preferably in a banking setting Demonstrated ability to lead, motivate and manage others Excellent communication and problem-solving skills with the ability to communicate effectively with members and with employees at all levels of the organization Strong organizational and time/project management skills Demonstrated ability to multi-task and prioritize in a fast-paced environment Proficiency with MS Word, Excel, Outlook Proficiency in Information Technology and systems related to a Call Center environment

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