SUMMARY
Manages Specialty Accounts Representative(s) in the Contact Center and serves as a Subject Matter Expert (SME) on Advancial’s Specialty Accounts programs, which include but are not limited to Inbound USA and Retail Indirect Credit Cards. Responsible for maintaining relationships with our partners by serving as a point of contact for Select Employer Groups (SEGs) and Retail Indirect Merchants.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Establishes, monitors and utilizes metrics/KPIs to direct activities of workers engaged in implementing and performing functions of the department. Delivers on the vision for growing this department and making recommendations to ensure success.
Provides coaching and support to Specialty Accounts Representatives to ensure they are meeting the expectations of their roles. This includes but is not limited to completing performance evaluations, providing one on one coaching, creating and delivering performance improvement plans.
Manages relationships with SEGs and Retail Indirect Merchants in collaboration with Advancial’s Business Relations team to ensure satisfaction, while complying with applicable policies and procedures.
Responsible for ensuring the department achieves departmental production and service goals.
Stays apprised of all credit union products and services and communicates changes to staff. Ensures the staff effectively cross-sells products, by utilizing the principles of The Member Advantage (TMA), AID. Inc. System.
Responsible for creating, maintaining and delivering timely communications to team members via in person and virtual methods such as daily huddles, weekly individual coaching sessions and weekly team meetings.
Tracks Specialty Account Representative performance and availability via reports, call monitoring, and coaching sessions.
Observes and analyzes member interactions to ensure staff is effectively following Advancial’s service standards. Completes quality assurance reviews and provides immediate feedback regarding the grading of the review and areas for improvement.
Develops strategies for implementing ongoing processes and techniques for making improvements in the department with both internal and external training.
Provides management oversight with the loan application process, completing title work, accounts openings and general questions. Assists with daily transactions and tasks as needed to ensure member service levels and team goals are achieved.
Manages and oversees appropriate staffing daily. This includes but is not limited to creating team schedules, completing and delivering time studies to leadership that provide recommendations on staffing needs, and making changes to Specialty Accounts Representatives daily tasks to ensure staffing does not interrupt operations.
Responsible for reviewing and approving timecards for Specialty Accounts Representatives.
Assists the Director of Contact Center Operations or other members of the Contact Center Management team as needed. This includes, but is not limited to providing assistance to the Member Service Center for inbound phone calls and providing training for staff.
Interview and hire staff as when necessary. Manages on the job training for new Member Service Representatives - Lending Services after completion of Advancial’s formal training.
Performs a variety of administrative duties to include but not limited to reporting, strategic planning, department business plans, etc.
Ensures positive relationships with the branches, internal departments and external partners. Maintains a positive and caring atmosphere for members and employees consistent with the Credit Union's mission and philosophy.
The base range for this position is $75,000/yr. - $94,000/yr. based on experience, plus Incentives
SUPERVISORY RESPONSIBILITIES
Directly manages the Specialty Accounts team. Carries out
managerial responsibilities in accordance with the organization’s policies and applicable laws.
EDUCATION and/or EXPERIENCE
Bachelor's degree (B. A.) from four-year college or university; or three years related experience and/or training; or equivalent combination of education and experience. Certified in the instruction of TMA.
Founded in 1937, Advancial is one of the oldest and largest credit unions in the country. We are an established and proactive full-service financial institution providing personal, convenient and advanced financial services to individuals and select group partners. Our mission is to create lasting value for our members through superior service, quality products, and innovative solutions.
At Advancial, we always strive to provide the best service and products to our members because we love what we do. We work together to build a culture that promotes a positive employee experience. We’ve been named a Best Company to Work for in Texas for nine consecutive years and a Best and Brightest Company to Work For nationally and locally because we’re serious about building fulfilling careers and not just day jobs.
We invite you to learn more about this position and what Advancial has to offer by completing our online application.
Advancial Federal Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters
Advancial Federal Credit Union participates in the Electronic Employment Verification process. Please click here for more information.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please complete the form below. If you’d like to view a copy of the company’s affirmative action plan, please complete this form.