Contact Center Manager at Harborstone Credit Union

Lakewood, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Feb, 26

Salary

111385.0

Posted On

26 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Member Experience Skills, Financial Empowerment, Professionalism, Empathy, Advocacy, Learning, Adaptability, Team Support

Industry

Financial Services

Description

Overview Harborstone operates as one of the most committed and passionate credit unions in the state of Washington. Our culture is about people, it’s the foundation of everything we do and we work hard to demonstrate our values in every interaction. Our mission is to create a thriving community by helping our members realize their full potential. In order to deliver on this, we hold ourselves accountable to viewing our business from a growth mindset lens; this ensures we remain empathetic and solve for our membership’s real life financial needs or pain points. We are not out to sell our “banking” products and services, our sole motive is to create a cooperative of people who help people, and to provide the relevant products and services that enable our membership to manage their everyday financial needs. Compensation - Minimum: $77,970 Maximum: $111,385 Applicant with desired knowledge, skills and abilities can anticipate $83,500 - $89,100 Responsibilities Proactively leads a successful phone channel by being knowledgeable in all areas and leveraging each day to support member success, team member growth, and achievement of organizational goals. Effectively develops and coaches call center MMCs to build relationships with new and existing members by serving with empathy and utilizing the Harborstone Member Money Map conversation tool to understand member needs, their relationship with money, and their saving and spending habits. Coaches and leads team members to develop relationships that supports members’ financial empowerment by putting member’s financial needs in the center of the conversation at every interaction. This position is responsible for the effective management of the phone delivery channel which includes the following key focuses: Phone Based Delivery Channel: Self-Serve – Automated Phone Human to Machine (banking utility and marketing messages) Service/Relationship – Contact Center (in-bound calls) Problem Solvers Responding to Member-Initiated Request Nurture Relationships and Giving Advice (cross-sell / up-sell) Sales – Build & Nurture Relationships (assigned to Contact Center) Qualifications § Excellent member experience skills with the ability to build relationships over telephone conversations. § Passionate about Financial Empowerment. § Conducts oneself with professionalism and respect for others. § Advocates for members and the financial cooperative daily. § Intentionally chooses to approach every interaction with empathy and advocacy, prioritizing members’ and team members’ needs always. § Seeks opportunity for learning daily. § Adapts positively and embraces evolving, changing environments. § Supports team members by sharing knowledge and contributing to achievement of Harborstone’s Member Experience Expectations in all areas of the delivery channel.

Responsibilities

The Contact Center Manager leads the phone channel to support member success and team member growth. This role involves coaching team members to build relationships with members and manage the phone delivery channel effectively.