<p>ABOUT:</p> <p>People helping people. That's what a credit union, and in particular Navigant Credit Union, is all about. Our mission is to improve the financial well-being of the families, businesses, and communities we serve, and have been since our founding in 1915.</p> <p>Now at more than $3 billion in assets, Navigant Credit Union is among the largest credit unions in Rhode Island, yet still maintain our community-driven values.</p> <p>Those values-and our belief in putting people first-are just a few of the reasons why Navigant Credit Union has been named "Rhode Island's Best Place to Work" year-after-year by the Providence Business News.</p> <p>Our Core Values consist of "Leadership, Unity, Caring, and Integrity" are the guiding principles for our organization. They are the qualities and/or traits that we consider a high priority for Navigant Credit Union employees.</p> <p>Our company prides itself on demonstrating community-based values and investing in our workforce, while exceeding member expectations. We offer tremendous opportunities for professional development, career advancement, and a best-in-class benefits package including a rich medical and dental plan, vision benefits, a robust 401(k) with a generous employer match, tuition reimbursement, competitive salaries, paid volunteer days, and opportunities to give back to the community.</p> <p>If you believe you'd be a great fit, and are interested in joining our team, submit an application today!</p> <p>ABOUT THE ROLE:</p> <p>Under general supervision, but following established policies and procedures, provides leadership and direction to daily Digital Branch operations; supervises, trains and ensures that all contact center personnel deliver exceptional, value-added member experiences, aligned with the credit unions core values and mission statement; ensures that sales and service standards and goals are communicated, met and monitored; monitors member calls for quality assurance and team development; responds to questions and/or provides information from employees and members; processes requests/transaction as appropriate; assists members and potential members in understanding and utilizing credit union products and services.</p> <p>MAJOR RESPONSIBILITIES (in descending order of importance)</p> <ol> <li> <p>Supervises and directs personnel to ensure a professional environment that is aligned with Navigant service level standards.</p> </li><li> <p>Utilizes tact and experienced-based knowledge to research and resolve member escalations by explaining specific policies and products while representing the CU in a professional manner and maintaining positive member relations.</p> </li><li> <p>Performs objective quality evaluations for all Digital Branch channels/medias. Facilitates and attends team calibration sessions as needed.</p> </li><li> <p>Interviews, recommends for hire, schedules, delegates, establishes performance expectations, and recommends the necessary corrective action steps for subordinate staff.</p> </li><li> <p>Handles Performance Management including yearly appraisals.</p> </li><li> <p>Identifies and evaluates career development and training needs.</p> </li><li> <p>Coaches and develops staff in area of sales. Plans and conducts sales meetings and creates, implements, and monitors sales campaigns.</p> </li><li> <p>Performs quality auditing functions/reports.</p> </li><li> <p>Performs quality control prior to sending to document archiving or disbursement to other departments.</p> </li><li> <p>Performs other Digital Branch and/or administrative duties as assigned by the AVP-Digital Branch Manager.</p> </li></ol> <p>QUALIFICATIONS:</p> <p>Education</p> <p>High school diploma or equivalent (GED) education required. AA degree or some college coursework preferred.</p> <p>Experience/Skills/Knowledge:</p> <ul> <li>Minimum 3 years progressively responsible contact center experience preferably in a credit union or financial institution. </li><li>Minimum 2-3 years coaching, training, or other supervisory experience </li><li>Knowledge of credit union and Digital Branch policies </li><li>Ability to learn and cross-sell credit union products and services. </li><li>Ability to manage multiple priorities/projects simultaneously </li><li>Excellent organizational, analytical and problem-solving skills </li><li>Must possess strong verbal, written, telephone and interpersonal communication skills </li><li>PC proficient including Microsoft Office (Word, Excel, Outlook) and the Internet </li><li>Must possess a strong service orientation </li><li>Ability to function in a financial institution branch/office environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc. Ability to lift a minimum of 25 lbs. Some travel required. </li></ul>