Manager - Email and Chat Digital Operations

About the role

Golden 1 Credit Union is a member-owned, not-for-profit cooperative committed to empowering members and uplifting communities. This role is exempt and reports to the Director - Member Service Contact Center Department.

Responsibilities

• Coach and develop direct reports to achieve individual and team service, and member satisfaction goals.
• Directly manage all human resource processes for all direct reports, including appraisals, disciplinary actions, individual development plans, career development, training, interviews, incentive payouts and calculations, etc.
• Maintain a thorough understanding and ensure Contact Center compliance with all applicable state and federal laws and regulations related to contact center and credit union compliance, including bank secrecy and anti-money laundering laws.
• Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
• Maintain an in-depth knowledge of Golden 1 operational/lending policies and procedures, and identify, analyze, develop, and recommend policy and procedure changes for implementation.
• Identify, investigate, and resolve employee and member concerns in a timely manner.
• Communicate and interact with other departments, branches and contact center teams to assist with error resolution and information exchange.
• Develop and implement action plans that capitalize on opportunities, and support overall credit union production, service, and member satisfaction goals and expectations.
• Research, analyze, identify alternatives, and recommend improvements for operational efficiency.
• Analyze and report results of operations to Vice President and Senior Management as appropriate.
• Ensure that employees complete appropriate training curriculum (internal and external).
• Serve as an escalation point for problems that affect the Member Service Contact Center Teams.
• Provide back-up to Vice President as determined necessary.
• Ensure compliance with established policies and procedures for all Member Service Contact Center Teams.
• Participate and represent Golden 1 in community events, member service workshops, and Select Employee Groups.
• Maintain a thorough knowledge of Golden 1 policies and procedures, and current trends in the Member Service Contact Center environment.
• Supports expense management and overall achievement of company goals.
• Performs other duties and projects as assigned.

Qualifications and Preferences

• Bachelor’s Degree in related field or equivalent work experience required.
• 7+ years progressively responsible contact center or production management in a service environment required.
• 3+ years additional experience in leading a contact center or retail team in a production environment required.