Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $20.00 - $25.25
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Vision Insurance
flexible spending accounts
Life insurance
401(k) retirement plan
paid leave
Tuition Reimbursement
Disability Benefits
Job Description
Keesler Federal Credit Union is a prestigious financial institution committed to providing its members with exceptional banking experiences through innovative products and superior customer service. Established with the goal of serving military members and their families, Keesler Federal Credit Union has grown to become a leading credit union offering a comprehensive suite of financial services including savings accounts, loans, mortgages, and investment options. Known for member-first values, the organization focuses on delivering personalized and efficient banking solutions to foster strong community relationships and financial wellness. The credit union offers a robust benefits package to its employees including medical, dental, vision... Show More
Job Requirements
- Bachelor's degree or equivalent preferred
- Minimum 5 years of leadership experience in financial services or banking
- At least 2 years of contact center leadership experience preferred
- Strong knowledge of contact center technologies such as Salesforce and Genesys
- Ability to manage large teams and drive service excellence
- Excellent communication and interpersonal skills
- Capacity to handle escalated issues professionally and effectively
- Ability to forecast demand and optimize staffing
- Willingness to complete required certifications and training within specified timeframes
Job Qualifications
- A four-year college degree or equivalent preferred
- Completion of a specialized course of study at a business or trade school or completion of a specialized and extensive in-house training or apprenticeship program preferred
- 5+ years of recent leadership experience in a credit union or financial institution with direct oversight of policy development, performance metrics and operational strategy within the banking industry
- 2+ years of recent experience as a contact center leader preferred
- Proven track record of managing large teams and driving service excellence across inbound and outbound channels
- Experience implementing enterprise-wide transformation initiatives preferred
- Ability to forecast member service request volumes and optimize staffing models
- Proven ability to positively influence change and implement thresholds with a positive approach preferred
- Strong command of contact center technologies (Salesforce and Genesys)
- Proficiency in Microsoft Word, Excel, internet and e-mail
Job Duties
- Execute concierge contact center strategies aligned with departmental and organizational goals
- Lead, coach, and develop team members through feedback and performance reviews to drive engagement and results
- Execute the concierge sales and service strategy to support consumer and business banking growth in deposits, loans, products, and profitability
- Execute the digital channel communication strategy in the member contact center
- Develop and maintain strong cross-functional partnerships with internal teams, vendors, and leadership to achieve shared objectives
- Ensure clear and consistent communication that supports member and enterprise priorities
- Identify and act on opportunities to enhance efficiency, team performance, and member experience
- Execute and oversee "white glove" concierge service delivery strategy to strengthen member retention and uphold service excellence through all communication channels
- Partner with quality assurance team to ensure quality assurance programs are executed flawlessly to meet compliance and service standards
- Handle escalated member complaints in a courteous, professional manner, investigating and resolving escalated member complaints within the scope and authority of the position
- Develop work schedules, assign duties, and approve or deny leave requests implemented through direct reports and proper channels
- Maintain accurate attendance records
- Maintain and provide accurate monthly tracking and production reports to the director of member contact center timely
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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