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Assistant Service Center Manager

Company: Verve, a Credit Union
Location: Oshkosh
Posted on: March 10, 2019

Job Description:


  • Oversees daily activity of designated Call Center Team
  • Performs call monitoring, coaching, and feedback to ensure the team is highly skilled, motivated, and exemplifies Verve's behaviors
  • Assists Service Center Manager with the development, implementation, enhancement and support of call center strategies, initiatives, and growth
  • Assists with the development and coaching of team to identify and offer new opportunities to members, develop and expand member relationships and to handle more complex sales and service issues; assists with monitoring call center sales and referral program
  • Ensures excellent member service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Internet Banking and ATM or Debit Card issues
  • Responds to incoming calls from both internal and external members
  • Handles escalated and/or complex calls and member resolution decision making
  • Responds to Web Support inquiries, files EFT complaints for members reporting unauthorized electronic activity on accounts
  • Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties
  • Partners with Information Technology Team to ensure phone system is operating effectively and efficiently

    Keywords: Verve, a Credit Union, Oshkosh , Assistant Service Center Manager, Executive , Oshkosh, Wisconsin

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