CALL CENTER SUPERVISOR II

Arizona State Credit Union is a local financial cooperative committed to meeting members' needs with enhanced services and community outreach programs. With $1.7 billion in assets and more than 133,000 members, the Credit Union supports Arizona communities with a full line of financial products and services available online and at 21 statewide locations.

Supervises all operations handled by the Member Care Center. Coordinates activities of associates engaged in serving members by phone and online service channels. Provide coaching, call monitoring, employee training, problem solving, prepare administrative reports and assigning workflow. Assists with department analysis, development, scheduling, and member service/quality control initiative/requirements.

* Communicates to associates on the delivery of meeting the expectation of our members by responding to them in a timely, efficient and knowledgeable manner. * Responsible for supervising daily operations of the department to include the development of analysis, QC (Quality Control), staffing/mentoring/setting goals/scheduling, and recognition programs. * Be available to support associates throughout the workday with guidance as needed. Assist and respond to escalated issues, demonstrate professionalism and service consistent with our organization values, and be able to execute reasoning and sound business judgment to promote member satisfaction. * Responsible for managing appropriate staff levels to maintain daily service level expectations. Ensure adequate staffing to support daily work volumes. * Recommend changes to improve the efficiency of internal processes and member service to the Director Member Care Center. * Responsible for ensuring a consistent service experience is delivered in all service channels. * Accountable for associate training and development, inclusive of silent monitoring, quality assurance and cross-selling of all CU products and services. * Perform all duties required of all service channels supported in the Member Care Center related to call inquiries, eServices support, new account and loan application processing, account research, account transactions, check withdrawals, transfers, and account maintenance. * Assist in developing and maintaining updated training material. * Monitor associates performance and administers evaluations. * Monitors Loan Consultant calls and progress * Handles escalated loan questions. **SUPERVISORY RESPONSIBILITIES** * Directly supervises employees in the Member Care Center. Execute supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

**Education and/or Experience** * Associate's degree (A. A.) or equivalent from two-year college or technical school required; five years call center related experience. * Previous consumer loan and sales experience in a call center environment is required. * Two to five years previous supervisory experience required.