Job Description

Job Description

Job Description

Join Red Rocks Credit Union and enjoy an awesome culture and an overall great place to work. As a Red Rocker, you can expect a rich wellness benefits package that aligns with our core values. This includes:

• Flexible Paid Time Off
• Fortune 500 Health Medical Plans - We offer comprehensive medical plans
• 11 Paid Holidays
• Mental Health Days - We prioritize your well-being by providing two mental health days annually.
• Birthday PTO
• Paid Volunteer Time
• 401k Employer Match - Enjoy a 100% match on your first 3% and 50% match on your next 2% with no vesting period
• Milestone Bonuses - Celebrate life's milestones with a $1,000 award
• Employee Referral Program - Earn up to $5,000 per referral
• Tuition Reimbursement - Receive $1,500 annually for furthering your education
• Career Pathing - a plan that provides clarity for your growth and development

A career at Red Rocks CU is an opportunity for immediate impact and embarking on a path to enriching livesTM, including your own and those in our community. Our culture is fueled by our Core Values; Relentless Care for Others, Doing the Right Thing and Doing It Well, and Engaged Collaboration. We're committed to helping you uncover your purpose and empowering you to turn dreams into realities for our members, Red Rockers, and the community. At Red Rocks CU, we extend beyond traditional banking to assist our members in seizing opportunities and building a brighter financial future that spans a lifetime.

Role:

The Call Center Supervisor leads a high-performing team focused on delivering Trusted Support, Tailored Solutions, and Unparalleled Service to our members. This role ensures member satisfaction through coaching and training, resolves escalated issues with care, and performs member account transactions with accuracy and confidentiality. By enforcing policies, procedures, and regulatory standards, the supervisor drives operational efficiency while fostering a culture that is committed to Enriching Lives through every interaction.

Essential Functions:

• Coach/QA Call Center Reps on a weekly basis
• Review NPS surveys, seek opportunities for process improvement, and contact neutral or detractor respondents
• First point of contact for call center questions from call center representatives and handles all member escalations
• Train new hires and/or helping with training new systems/products the call center may be handling
• Monitor daily work to ensure timely completion
• Assist team by answering phones, Q2 and Hubspot messages, etc. as needed
• Provide Branch coverage when needed
• As directed, assist with audits including but not limited to: Q2 Messages, CD Exception report, dual control for branch
• Open new memberships/ add new joints for members wanting to join the credit union
• Recommends further action needed with employees based on coaching/training observations
• Approve wires and, fee reversals.

Desired Performance Competencies

• Coaching & Developing Others
• Continuous Improvement
• Driving for Results
• Positive Approach
• Emotional Intelligence Essentials
• Managing Work
• Business/Functional/Technical

Experience:

• Three years to five years of similar or related experience.
• (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills:

• Preferred experience of 3 years in Credit Union/banking in a call center capacity.

Work Environment:

• On a weekly basis all WFH employees are required to be in office on Tuesdays and Thursdays. Based on the demands of specific tasks or department requirements, WFH employees may need to be available for in office work at their manager's discretion. Working from the office may be necessary for certain collaborative tasks.

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