Card Services Call Center Manager

Liberty Federal Credit Union; Evansville (IN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Bonus opportunities

Paid Holidays

Paid Time Off

Medical, Dental and Vision Insurance

401(k) with match

Life Insurance and Disability coverage

Tuition Reimbursement

Job summary

Liberty FCU is seeking a Card Services Call Center Manager to oversee the daily operations of the Card Services Call Center. The role requires strong leadership, excellent service skills, and the ability to coach staff while maintaining confidentiality and high professional standards.

Candidates should be prepared for a rotating Saturday schedule and prior credit union experience is preferred. The manager will coordinate daily call center activities, conduct reviews, mentor employees, and

Qualifications

• Leadership and exceptional service skills.
• Ability to coach and mentor staff.
• Confidentiality and professionalism.
• Excellent problem-solving and multi-tasking abilities.
• Availability to work Saturdays on a rotating schedule.
• Previous credit union or financial institution experience desired.

Responsibilities

• Coordinate all aspects of the Card Services Call Center and supervise daily routines.
• Provide coaching and support, including meetings and monthly reviews.
• Conduct annual employee reviews and approve time off requests.
• Foster a positive work environment and assist members and staff with inquiries.
• Escalate member Card Services issues as the primary point of contact.
• Collaborate with the Card Services Operations Manager to ensure departmental responsibilities are met.
• Work with vendors to troubleshoot issues promptly.
• Assist with implementation of new products and services.
• Maintain knowledge of policies and update manuals as needed.
• Balance General Ledger accounts related to Card Services.
• Review credit card balances monthly.
• Assist with ScoreCard processes and inquiries.
• Open/close Operations Center on Saturdays and rotate as department manager.
• Provide vacation relief and assist during high volume.
• Complete required compliance training and uphold SERVlCE standards.

Skills

Leadership

Customer service

Coaching

Problem solving

Confidentiality

Multitasking

Communication

Staff supervision

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Card Services Call Center Manager

CARD SERVICES DEPARTMENT Full Time Management MAIN OFFICE, Evansville, IN, US

2 days ago Requisition ID: 4087

LFCU, a full-service credit union, is seeking a Card Services Call Center Manager to oversee the daily operations and activities of the Card Service Call Center. The successful candidate must possess exceptional leadership and excellent service skills, professionalism, confidentiality, multi-tasking and problem-solving skills. The ability to assist in coaching and mentoring employees is required. Candidates must be available to work Saturdays on a rotating basis. Previous credit union or financial institution experience is desired.

Duties and responsibilities include but are not limited to the following:

• Coordinate all aspects of the Card Services Department Call Center and supervise the daily routines of the Card Services Assistants.
• Provide coaching and support to Card Services Assistants, including leading group and individual meetings on a regular basis and performing monthly call reviews for all employees.
• Complete annual employee reviews.
• Review and approve employee time off requests.
• Cultivate a positive work environment.
• Provide support for Card Services inquiries by assisting members and staff.
  • Serve as the primary point of escalation for member Card Services related inquiries.
• Work in tandem with the Card Services Operations Manager to ensure all responsibilities of the Card Services Department are completed.
• Work with vendors and available resources to assist in troubleshooting issues in a timely manner.
• Assist with implementation of new products and services as stated in credit union goals.
• Maintain a working knowledge of applicable rules and regulations, update department manuals, and communicate changes to applicable staff.
• Coordinate and assist in balancing General Ledger accounts related to Card Services.
• Review credit cards with a credit balance monthly.
• Assist with ScoreCard related processes and inquiries.
• Assist with opening and closing the Operations Center on scheduled Saturdays, as well as serving as a department manager on a rotating Saturday schedule.
• Assist with other tasks when volume is heavy or for vacation relief.
• Develop a working knowledge of applicable business systems.
• Complete all required compliance training.
• Represent the Credit Union in a friendly, positive, and professional manner in member, staff and vendor interactions.
• Maintain a security-focused approach when handling member requests.
• Gain and maintain knowledge of the Credit Union’s history, philosophy, organizational structure, bylaws, policies, and operational procedures.
• Adhere to the Credit Union’s S.E.R.V.I.C.E standards and commitment to member service.
• Any other duties assigned by supervisor or management.

Benefits and Compensation:

• Bonus and incentive opportunities
• Paid Holidays
• Paid Time Off (Vacation, Sick and Personal Days)
• Medical, Dental and Vision Insurance
• 401(k) retirement program with matching funds
• Employer paid Group Term Life Insurance, Short Term and Long Term Disability Insurance
• Tuition Reimbursement Program

Liberty FCU is an Equal Opportunity Employer, Minority/Female/Disability/Protected Veteran.