CASY-MSCCN Jobs

Job Details Level Experienced Job Location Pacific Avenue - Tacoma, WA Position Type Full Time Education Level High School Diploma or equivalent.   Salary Range $27.69 - $41.54 Hourly Job Shift Monday - Friday, 1/2 Day Saturday's Job Category Professional Services Description Sound is looking for... A Contact Center Supervisor to join our team! As the Contact Center Supervisor, you will provide leadership and direction for the department staff, as needed, and in the absence of the Contact Center Manager. In this role, you will assist members with questions or issues via phone and/or correspondence; handle/research more complex escalated member calls/account issues in order to resolve the most satisfactory manner for all parties concerned. You will assist/support the training of new department staff. As the Contact Center Supervisor, you are also expected to contribute to efficient Credit Union operations by performing duties accurately and in a timely manner. At Sound you will experience... Our purpose which is "to stand with you through all waves of life". Every day, our employees help us to live this purpose. We believe in empowering our employees to do the right thing. A diverse workforce with an inclusive and supportive environment. Besides competitive pay, we offer career growth, and we hold a benefits package that's consistent with our purpose, personalities, and values. Teams that are living out the credit union philosophy of "people helping people". Fellow employees who are dependable, genuine, inclusive, and resourceful. Leaders of Sound Credit Union who embrace our Brand Purpose. At Sound, we recognize our actions strongly impact our Brand-led culture. Therefore, we commit to consistently serve as Brand Advocates by modeling desired behaviors to inspire others through being Supportive, Open, Unified, iNclusive, and by Doing the right thing. As a Contact Center Supervisor you will... Serve as lead in the absence of the department manager; assist in directing the daily workflow in the Contact Center. Serve as a resource for staff and members to answer complex questions and/or resolve non-routine problems that may arise. Assist members with questions or issues received via phone and/or correspondence; handle more complex escalated member calls in order to resolve in the most satisfactory manner for all parties concerned. Research complex account issues. Authorize service fee refunds to members when deemed necessary. Open new accounts and accept and process loan applications via the telephone as applicable. Assist in the preparation of the Contact Center daily/monthly reports that include but are not limited to, totals of new accounts, loan production, queue activity, calls per agent, and service level percentage. Assist in the scheduling of staff. Assist with/train new department staff. Prepare and develop representatives for career development opportunities. Ensure efficient and effective department operations by providing back-up support to Contact Center personnel in performing daily tasks as needed. Provide high priority to member satisfaction; act in accordance with Sound Credit Union's brand expectations. Make a connection with members by developing genuine and trusting relationships to understand their financial needs and recommend appropriate products and services that support members through all waves of life. Qualifications Our ideal candidate will bring to the team... Two years of experience in a Credit Union position(s) or related field that provided knowledge in all phases of Credit Union operations, products, and services. Supervisory and/or leadership skills required. High School Di