Call Center Supervisor - Credit Union Job

Mayo Clinic Campus in Minnesota

Job Description

Department: Mayo Employees Federal Credit Union

A Life-Changing Career

Responsibilities: This position is responsible for credit union's inbound call center, including oversight of daily operations of the call center area. Performs all call center functions, as well as solving problems and helping with complex work-related matters. Identifies, develops and coordinates training needs of call center representatives in proper use of technologies, as well as product and process knowledge. Monitors workload and re-routes as necessary to ensure response standards are adhered to. Schedules staffing requirements according to workload. Guides and advises call center representatives in the efficient handling of member needs in accordance with credit union policies and procedures, as well as industry regulations. Provides input into strategic planning to enhance future delivery of services via the telephone. Evaluates and suggests policies and procedures, or changes to policies and procedures. Organizes call center data and reports quarterly on recommendations and forecasts for future call loads.

Qualifications: A Bachelors Degree in finance or related field or equivalent experience of at least four years working in a financial institution including relevant call center environment work experience is required.

Additional Qualifications: A broad knowledge of operations, loans, mortgages and member service products and services required. The call center supervisor must have a thorough knowledge of call center operations and remain abreast of latest innovations in call center capabilities and technologies. Must possess excellent time management and organizational skills, and be able to handle multiple tasks simultaneously with a high degree of accuracy. Demonstrated leadership qualities including strong human relations, organizational and communication skills. Strong computer skills required. Experience working with a wide range of people and a strong background in service excellence and credit union philosophy.

Benefit Eligible: Yes
Exemption Status: Exempt
Compensation Detail: Education, experience and tenure may be considered along with internal equity when job offers are extended.
Hours/Pay Period: 80
Schedule Details: Generally, Monday - Friday 8:00 a.m to 5:00 p.m. but schedules could vary to between 6:45 a.m to 6:15 p.m
Weekend Schedule: One Saturday per month; 9:00 a.m. to 12:00 p.m.

Recruiter: Rachel Messmer

Why Mayo Clinic? Mayo Clinic provides the highest quality patient care by placing the needs of the patient first. We are the largest integrated, not-for-profit medical group practice in the world with approximately 60,000 employees working in a unique environment that brings together the best in patient care, groundbreaking research and innovative medical education. We offer a highly competitive compensation package, which includes exceptional benefits, and have been recognized by FORTUNE magazine as one of the top 100 “Best Companies to Work For”.

Site Description: Mayo Clinic is located in the heart of downtown Rochester, Minnesota, a vibrant, friendly city that provides a highly livable environment for more than 34,000 Mayo staff and students. The city is consistently ranked among the best places to live in the United States because of its affordable cost of living, healthy lifestyle, excellent school systems and exceptionally high quality of life.

Mayo Clinic is an equal opportunity educator and employer (including veterans and persons with disabilities).

Job Posting Category: Accounting,Business,Finance, Administration/Management, Business Professional
Job Posting Number: 86733BR