Supervisor - Contact Center at Ent Credit Union in Colorado Springs, Colorado

Job Description:

Company Description

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Job Description

The Contact Center Supervisor maintains accountability for the overall performance of the Call Center in addition to supporting the Credit Union's operational service and sales initiatives. This role is responsible for employee engagement including career development, performance management, and performance improvement. This position is responsible for holding the Member Service Representatives (MSRs) to a high level of performance and accountability in support of the Contact Center, Service Centers, Back Office departments, and Ent members. Assumes all management responsibilities in the absence of the Manager and/or Director of the contact center.

Essential Functions

• Daily Contact Center Operations Oversight: Accountable for service metrics including Service Level Agreements (SLA), Call Abandonment, Average Wait Time (AWT), Average Handle Time (AHT), Quality Assurance, and Managing Call Volume (Planned and Unplanned). Oversight of the supervisor queue designed to assist Member Service Representatives (MSR's) in overcoming elevated situations while coaching them on higher decision-making methods. Evaluate processes and procedures in all specialized areas including compliance regulations and audit reviews. As assigned by management oversee representatives that support additional Call Center business units such as IRA/Certificates, Deceased Accounts, Fulfillment, New Accounts, Member Relationships (Outbound), Interactive Tellers, Member Service Email Specialists, Business Consultants, Online Banking/Technical, and all other business units that make up the Credit Union.


• Contact Center Staff Alignment / Departmental Development: Lead weekly and monthly team meetings to review best practices on member service and product referrals. Day-to-day employee management such as attendance monitoring, PTO requests, initiation of performance improvement plans, completion of quarterly and annual performance reviews to include setting metric and behavioral goals, interviewing / selecting candidates for all Call Center positions, recommendations for termination, etc. Interviews and selects candidates for positions within the Contact Center while keeping Ent's Standards and Practices in mind. Initiates Performance Improvement Plans. Coaches MSRs on Corporate and Call Center procedures and policies to include adherence to all areas outlined in Ent's Employee Handbook.


• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

• Bachelor's Degree in Business, Finance, Accounting, or similar.


• 3+ years' in financial services retail delivery, call/contact center service, or related experience. Required


• 1+ years' management of staff or team leadership. Required.

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.

Technical or Specialized Knowledge/Skills:

• Must be able to support and guide employees in a sales and service environment.


• Excellent verbal and writing skills.


• Excellent conflict management and resolution skills. Able to de-escalate both employee and member concerns professionally.


• Experience in Symitar, Creatio (CRM), Online Banking Administration, Bill Pay Administration, Vertify, Teller Now!, Docusign, and Quiq Application.


• Decision making abilities, reliability, dependability, and credit union support is essential.


• Working knowledge of HR Regulations.


• Knowledge of compliance and internal controls.


• Knowledge of and the ability to learn about specialty areas including but not limited to Online Banking Applications, Card Data Applications, Business Accounts, Knowledgeable in all Cisco Applications, Knowledge of Call Center, Operations to include Sales and Service, IRA/Certificates, Deceased Accounts, Interactive Teller, Member Relationship Specialist Applications, and all other business units that make up the Credit Union.

Certifications Required:

• None

Environmental, Physical and Psychological Requirements

• Standing - Occasionally


• Walking - Occasionally


• Sitting - Frequently


• Lifting - Rarely (40 Lbs)


• Carrying - Rarely


• Pushing - Rarely


• Pulling - Rarely


• Balancing - Rarely


• Stooping - Rarely


• Kneeling - Rarely


• Crouching - Rarely


• Crawling - Rarely


• Reaching - Occasionally


• Handling - Occasionally


• Grasping - Occasionally


• Feeling - Occasionally


• Talking - Frequently


• Hearing - Frequently


• Repetitive Motions - Frequently


• Eye/Hand/Foot Coordination - Occasionally


• Noises louder than normal speaking volume - Occasionally


• Temperature Changes - Rarely


• Atmospheric Conditions - Rarely

Additional Information

The pay range for this position is: $62,940.80 to $78,769.60 per Year (S15)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for an incentive plan.

We anticipate this position to close on 12/18/2025. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Benefits Summary Sheet

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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