contact center manager.

Responsibilities:
- Assist with escalated calls as needed.
- Identify products/services that might be beneficial to members and provide information about their value and benefit.
- Perform teller functions for members (i.e., transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure members needs are addressed in a polite and friendly manner.
- Help with system and product testing as assigned.
- Complete end of month reporting timely as assigned.
- Cross-sell online banking and online bill pay services and assist members in online banking enrollment and understanding the e-statement process. Oversee and encourage this in assigned staff members.
- Monitor and process loan payoff information and provide this information to dealerships and insurance companies in an accurate and timely manner.
- Assist other departments and branches with transactions as needed and provide support for the Collections department and Branch Managers in fulfilling member requests and merchant verifications.
- Effectively manage time, resources, and personnel, with working knowledge of principles and practices of supervision, shift scheduling, training and performance evaluation.
- Review and approve staff timecards within prescribed timeline.

Working hours: 8:00 AM - 5:00 PM

Skills:
- Associate or bachelor's degree preferred.

Education:
High School

Experience:
1-4 years

Qualifications:
- High school diploma or equivalent.
- Three to five years of similar or related experience, including preparatory experience.
- Possess the Call Center Manager (CCM) certification, or be able and willing to acquire it within 12 months of hire.
- Advanced knowledge of financial disputes and the bank card industry.
- Valid Montana driver's license and good driving record, plus the ability to maintain insurability under the Credit Union's vehicle insurance policy.
- Ability to communicate effectively verbally, in writing, and over the phone, with members, co-workers, external professionals, and senior management.
- Excellent organizational, analytical, problem-solving, and negotiation skills.
- Possess and display a high level of interpersonal skills, including the development and maintenance of professional relationships.
- Proficient in Microsoft Office Suite or related software.
- Advanced understanding of clerical procedures, office equipment and computer systems, including recordkeeping and filing.
- Ability and willingness to go above and beyond expected work schedule to accomplish what is needed within assigned department(s) and the organization as a whole.
- Ability and willingness to pursue and obtain additional professional training and/or certifications as needed.
- Ability and willingness to travel to other branches.
- Ability to lift up to 15 pounds, with or without accommodation.


Apply now at www.spherion.com/apply/75034

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Spherion, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact Callcenter@spherion.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Spherion offers a comprehensive benefits package, including health, and an incentive and recognition program (all benefits are based on eligibility).