<p>Why Westerra?</p> <p>Here at Westerra Credit Union, every employee counts. Our teams are made up of high-performing individuals committed to being HONORABLE, INVENTIVE, and CURIOUS - qualities that make us GREAT! Each person brings their authentic self to work every day, and we want you to feel comfortable being YOU.</p> <p>All of our team members work towards a shared purpose: to teach one another to prosper. We strive to be a modern financial community where we all truly belong, both for our employees and the members we serve. We look forward to seeing how you will contribute to this purpose by positively impacting our members' lives through personal attention, financial education, community engagement, and more. This is true for every role, as we believe that we are all member-facing.</p> <p>Founded by schoolteachers in 1934, we are a learning organization at our core. We embed a growth mindset in our employees, ensuring that we all prosper together! If you're ready to make an impact and join a community where you can grow, belong, and thrive, we encourage you to apply today and help shape the future of Westerra!</p> <p>What is the role?</p> <p>The Manager of the Contact Center is a relationship-driven frontline leader, responsible for partnering with the Contact Center management to maintain a positive, highly motivated, and well-trained call center that provides superior member service and promotes member financial success through phone and other remote communication channels. This role is committed to upholding a strong and engaged culture, through effective coaching, leadership, and proactive problem-solving. This leader has a passion for serving our membership, our communities, and delivering upon our Purpose, "We exist to teach one another to prosper." They have the drive toward building a high performance and engaged culture, for creating member experiences worth bragging about.</p> <p>What will be expected of me?</p> <ul> <li>Integrates the Westerra Experience (WX) into the daily contact center activities, focusing on building relationships, driving referrals, and creating an exceptional experience for both members and employees. </li><li>Drives a high-performance culture, by helping to create and execute contact center and role specific goals tied to the data insights, budget, and strategic objectives. </li><li>Responsible for driving engagement and retention of staff. </li><li>Actively observes staff interactions with Members, and coaches them on Member Service behaviors and recognizing opportunities to help the Member succeed financially </li><li>Meets department performance standards - Quality Control standards, call metric standards, and member solutions goals. </li><li>Handles escalated and/or complex member situations calmly and confidently, using critical thinking skills, knowledge, and creativity. </li><li>Ensures contact center operations run efficiently by overseeing and monitoring scheduling, metrics, and adherence to policies and procedures, service quality, and audits. </li><li>Oversees interviewing and selecting candidates for the contact center and ensures a rich onboarding experience for new hires. </li><li>Maintains knowledge of products and services and educates members and employees on emerging technology and digital solutions such as mobile, online, and other offerings. </li><li>Consistently demonstrates the Westerra Way Experience and complies with all policies, procedures and Federal and State laws and regulations. </li><li>Maintains knowledge of industry trends and ensures credit union compliance. </li><li>Maintains high-level of confidentiality </li><li>Other duties as assigned </li></ul> <p>Will I have Direct Reports? Yes</p> <p>What am I bringing?</p> <p>Experience/Education:</p> <p>External Candidates:</p> <ul> <li>6+ years' experience working in an inbound/outbound call center with at least 3 of those years in financial services </li><li>3+ years' experience in a leadership role or in a demonstrated leadership capacity. </li><li>Coaching and Staff Development experience preferred </li></ul> <p>Internal Candidates:</p> <ul> <li>3+ years serving in a contact center role at Westerra </li><li>Minimum 1 year experience in a leadership or supervisory role </li><li>Demonstrated skills and abilities listed </li></ul> <p>Skills and Abilities:</p> <ul> <li>Strong understanding of contact center operations, processes, and procedures. </li><li>Ability to motivate and coach team members </li><li>Ability to understand and respond to member needs, as well as consistently make recommendations to members on Westerra products that will fit their financial needs/goals/values </li><li>Driven to meet and/or exceed monthly metrics while maintaining exceptional service and member experience levels. </li><li>Can navigate with ease and efficiency through key Westerra Systems/Sites </li><li>Strong verbal and interpersonal communication </li><li>Detail oriented with strong organizational and time management skills </li><li>Accountable for multiple processes or programs </li><li>Routinely uses significant judgment on moderate to complex business problems </li><li>Advanced understanding of functional area and a competent understanding of the overall organization and competitive environment. </li><li>Able to influence timelines, expectations, and proactively negotiate across departments </li><li>Able to influence others outside of own job area regarding policies, practices, and procedures </li></ul> <p>What is the work environment like, and are there physical requirements for this role?</p> <ul> <li>Hybrid / Office environment: Typically, a dispersed, flexible team environment both on Westerra campus and remote. Must reside in Colorado, with designated in-office days (~2x/week) </li><li>Office environment </li></ul> <p>Salary: in addition to the starting annual range of $69,825- $87,281 this role is also eligible for Westerra's self-funding reward plan. This plan pays out a cash incentive annually if Westerra hits specific criteria tied to financial goals and this role has a direct impact on the outcome of those results!</p> <p>What are some of our benefit offerings?</p> <ul> <li>Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options </li><li>Two dental plans through Delta Dental </li><li>Basic life and AD&D insurance, short-term disability and long-term disability </li><li>20+ days of paid time off (PTO) per year </li><li>Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY) </li><li>16 hours of volunteer time off (VTO) per year </li><li>11+ paid holidays </li><li>401(k) that includes up to 6% match </li><li>Up to $5250 per year for educational reimbursement </li><li>4 weeks of paid parental leave </li><li>Mental health resources including an Employee Assistance Program (EAP) </li><li>Individualized learning and development programs </li></ul> <p>Please note, applications will be accepted until at least June 2, 2025.</p>