Call Center Operations Analyst

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 500,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Overview: This position is responsible for providing professional and administrative support to the leadership team within the Retail Administration Team with responsibilities for daily, weekly, and monthly reporting from our all relevant retail reporting systems, ie. TalkDesk contact center solution. Utilize reporting to make recommendations to maintain and enhance features and functionality of systems such as TalkDesk. Responsible for reviewing and updating any processes, procedures, and guidelines as needed. Operate within a high volume retail environment to perform basic, complex, and specialized tasks and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures.

Responsibilities:

• Specific duties include, but are not limited to, the following:
• Ability to create dashboards and/or reports from data gleaned from our systems on a daily, weekly and monthly basis. As well as the knowledge to create an ad-hoc report as needs arise.
• Responsible for maintenance of administration platforms, including adding, deleting, updating users, managing setting or call flows for maximum agent efficiency on a daily basis or as call volume dictates.
• Main liaison with our Workforce Management (WFM) system. Develop staff schedules, collect staff performance data, review and analyze data to identify problem areas or member pain points.
• Assist with PSCU escalations, tickets, missing scripts, PSCU CU Scripter and report for trends and recommend changes as needed to MCC Management to enhance the overall member experience.
• Reviews and works with MCC Leadership in developing and analyzing reports to monitor the overall operations of the MCC.
• Contributes to agent individual goals, objectives, development plans and career pathing and provides on-going feedback to MCC Leadership regarding job performance, training needs and when required, discipline actions.
• Maintain and update our Talkdesk Interactions Analytics allowing the MCC to become more efficient by building out member intents and reporting these intents to MCC Leadership for trends, training needs and member issues.
• Maintain and update our Talkdesk Performance Management tool thus allowing agents to see their performance metrics as compared to our goals.
• Create and develop agent contests and challenges through the Performance Management tool.
• Make updates to the MCC knowledge Management system for any process or policy changes affecting the agents.
• Maintain comprehensive knowledge of MCU products and services.
• Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCUs Contact Center environment.
• As needed assistance with our Quality Management Team for any issues that may arise.
• Liaison with our Collections Team for any dialer assistance.
• Assist members with more complex and specialized inquiries to support back office departments such as but not limited to collections, consumer loan servicing, mortgage loan servicing, financial crimes, consumer loan processing, and mortgage loan processing.
• Provide additional support to other call queues during high volume times to ensure appropriate coverage and wait time.
• Assist with training agents for transactions and inbound service calls.
• Back up other queues as necessary (any service queue when call volume dictates).
• May help answer member emails or chats, as necessary
• Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance
• Perform other duties as required
  
  
  

Requirements

• 3+ years call center experience, minimum
• Back office operations area experience preferred
• Ability to become Talkdesk certified
• Retail banking experience is a plus
• Previous sales experience preferred
• Availability to work overtime and Saturdays
  
  
  

Competencies:

• Proficiency in Microsoft Office Suite
• Excellent member service skills
• Excellent research and problem-solving skills
• Excellent interpersonal, oral and written communication skills
• Ability to multi-task; good time management skills
• Highly ethical.
  
  
  

Why you’ll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following:

Results – You’ll look to achieve the best outcomes for our members. Continuously track and measure everything, and use it to always improve. Be proactive, not reactive.

Agility – You’ll remain agile in your decision making, planning, and delivery; using curiosity and creativity to see situations from all perspectives.

Integrity – You’ll act professionally and positively. Build trust, be upfront and communicate thoroughly.

Teamwork – You’ll work to achieve common goals as part of ONE TEAM.

Ownership – You’ll hold yourself and others accountable and remain committed to our obligations while caring about the outcomes as much as an owner would.

Belonging – You’ll embrace and environment in which any individual or group can be and feel welcomed, respected, supported and valued.

We stand by our mission to connect our members and communities with an exceptional financial future and we are looking for individuals who share this same purpose to take this journey with us.

What we can offer you:

Competitive Compensation, Medical And Dental Benefits.

401K with employer match

Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Salary: $62,400 to $75,000