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Employment

If you are looking to become part of an energetic team in a fast-growing business, ELGA Credit Union may be the right fit for you.


Solutions & Support Assistant Manager

Position Summary

To assist Solutions & Support Manager in providing associates encouragement, feedback, and coaching. Develops and strengthens competencies of agents. To backup incoming telephone calls during staffing shortages helping members and potential members with their requests; explains services, responds to problems, and directs phone calls to the appropriate area.

Requirements

Essential Functions & Responsibilities:

 

E

30%

To develop and improve the knowledge and skills of Solution and Support Agents through regular coaching sessions and daily support assisting them in achieving 100% of professional goals.

E

25%

Ensure service quality using the established Quality Assurance program, consistently reviewing all forms of contact monthly with agents.

E

25%

To assist in the development and maintain an encouraging atmosphere for associate growth.

E

15%

To assist inbound agents by processing member contacts when needed. Maintains members account information on computer system and completes required reporting.

N

5%

Performs other related duties as assigned.

 

Performance Measurements:

 

1.

To take full responsibility for your own success with no excuses and to document your accomplishments towards your objectives at least weekly.

2.

To promote a "Sales Culture" by developing games that provide motivation and feedback regarding sales performance along with maintaining a professional work environment by keeping your workspace neat and clean, not accepting any cell phone calls while working, and being conscientious of body language at all times. Have business like appearance by wearing ELGA career apparel, suits, or other approved apparel.

3.

To assist in training of agents, tracking covered topics, and modifying training materials to keep all resource material current with ELGA strategies, goals, and policies.

4.

To compile "Agent Reports" required for coaching and calculating staffing needs along with performing "Quality Assurance Reviews" with agents on a consistent basis, providing feedback and calculating a "Quality Score". Produces required department operational reports and schedules for agents.

5.

To assist with calls in queue as needed to assure service levels are maintained providing accurate, courteous, friendly, timely, and professional service to all members and potential members.

6.

To have complete accuracy with all transactions and member requests to allow you to have no member service or posting errors. To analyze errors in written format on the rare occasion a mistake is made.

7.

To continually update knowledge of credit union products, compliance, sales skills, and self-improvement by completing CUES University courses, fully participating in individual and group training offered by credit union trainers, reading business related/self-improvement books, and taking outside courses.

8.

Engages in ELGA Way Principles by making suggestions for continuous improvement and participates in community involvement.

Preferred Skills

Knowledge and Skills:

 

Experience

Two years to five years of similar or related experience.

 

Education

(1) A two year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.

 

Interpersonal Skills

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

 

Other Skills

Outgoing; Personable; Confident; Good listening and telephone skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.


If Interested:


Apply Online