Responsible for performing a variety of activities critical to supporting the accountabilities and operations of Member Directed Services. These activities include research and analysis, reporting on Call Center key performance metrics, providing written departmental communications, and reporting on MDS scorecard to Call Center Management.
Responsibilities:
Perform research and analysis; compile, summarize, and present MDS Call Center and its support teams’ data and provide recommendations for action as appropriate.
Work with MDS Management to coordinate delivery, tracking, and reporting of KPI measures and other performance metrics.
Generate and prepare research reports and fact sheets, including the summarization and analysis of various data. Effectively present information and respond to queries. Make recommendations with effective background support when applicable.
Participate in MDS risk assessments and work with teams on ensuring findings are addressed.
Assist MDS Management and its support teams with maintenance of policies and procedures and ensure Document Library contains the most up to date documents.
Participate in preparation and delivery of training and/or materials for call center training.
Provide specialized support for task forces and special projects as assigned by Call Center Management.
Collaborate with MDS Management to establish and enhance member service procedures and internal controls related to MDS Call Center operational functions.
Exercise discretionary judgment and maintain a high level of confidentiality.
Participate in UNFCU training programs.
Perform other duties as assigned by management.
Qualifications:
TYPE & AMOUNT OF EXPERIENCE:
Bachelor’s degree and/or minimum 3-5 years of experience in related roles
Familiarity with standard concepts, practices and procedures within credit union, banking and/or financial services industries preferred
Experience working in a corporate environment
TECHNICAL COMPETENCIES:
Microsoft Office proficiency
Ability to learn and utilize reporting tools, such as Tableau
Knowledge of Contact Center Management systems and reports preferred
Strong analytical skills with proven ability to translate data into meaningful information and actions
BEHAVIORAL COMPETENCIES:
Excellent interpersonal skills, time management and detail orientation
Ability to influence and assist in the design, development, facilitation, and evaluation of diverse learning programs
Strong work ethic and accountability
Ability to work independently with minimal supervision
Personable and outgoing; enjoys working with people and is able to effectively handle high-stress situations
Strong analytical and problem solving skills
Ability to evaluate with confidence while using a non-judgmental approach
Ability to organize work and set priorities in a fast paced environment
Ability to manage relationships at all levels throughout the organization
Excellent oral and written communication skills
Must be dependable and self-motivated
WORK ENVIRONMENT/CONDITIONS:
Standard office conditions
Willingness to work flexible shifts and extended hours, including weekends, when necessary to meet department needs
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