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21034 - Call Center Manager - Albuquerque, NM #7876733

Company: First Financial Credit Union

Date: 04/08/2021

City: Albuquerque, NM

Employment type: Full-time


Responsible for the daily operation and supervision of the MRC Department. The MRC department answers inbound calls and assists members who have particular inquiries or questions related to their accounts. Monitors individual representative calls to ensure quality and timely service is provided to members. Act as a backup for each individual position as needed.

Essential Functions

  1. Supervise the daily operations of the MRC, which includes reviewing and monitoring call volume and that individual functions are being completed within established guidelines. Ensure service levels are met by cross-training staff to handle member inquiries that includes teller and member service functions such as complete account transfers, wire transfers, loan payments, loan applications, check orders, debit card orders, statement requests, stop payments on checks.

  2. Coach and counsel staff to improve member service, increase performance and problem solve issues while increasing effectiveness/efficiencies, and by monitoring and scoring MRC Rep calls and providing feedback. Perform account file maintenance received by members via phone, fax or by other electronic channels. Process and approve wire transfers, fee reversals, and provisional credit approval for debit card disputes.

  3. Effectively handle escalated member calls and resolve requests and questions promptly, courteously, and professionally. Generate monthly reports on call volume, service level, abandon rate, etc., and make necessary adjustments to ensure proper staffing. Assign proper coverage, approve time-off requests, and complete performance reviews/coaching forms.

  4. Coordinate monthly department meetings including presentations on product knowledge, technical, and various soft skills. Keep up to date with changes related to CU policies, procedures, products, and services by reading industry publications, e-mails, and other documentation provided.

Non-essential Functions

  1. Perform a variety of miscellaneous tasks including writing letters/memo, and proposals to the appropriate stakeholders, computer input and analysis, and answering calls. Other duties as assigned.


  • Ensure MRC service levels meet established guidelines.
  • Ensure staff is properly cross-trained to handle the various member service transactions.
  • Provide courteous and professional service by establishing positive and supportive relationships with internal and external members. Demonstrate effective problem-solving skills and logical solutions or alternatives.
  • Demonstrate effective verbal and professional written communication skills in all correspondence.
  • Ability to make efficient and effective use of resources.
  • Demonstrated knowledge of and the ability to fully explain products & services offered by the FFCU.
  • Ensure the Credit Union's professional reputation is maintained and conveyed.


Education: HS diploma, Bachelors degree preferred

Experience: Call center experience required; 3- 5 years of experience preferred. 3 years of supervisory experience required, call center supervisory experience preferred, financial institution experience preferred.

Knowledge, Skills, Abilities: Must communicate effectively with members, supervisors, and co-workers. Perform minor math calculations and demonstrate accuracy, attention to detail, proficient member service skills, and work with a cooperative team spirit. Ability to work in a frequently changing environment, identify member financial needs and deal with stressful situations. Must work effectively in a high traffic position with heavy workloads while displaying a professional attitude.

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