COMMUNITY FIRST CREDIT UNION OF FLORIDA

Compensation

Full Description

Role: To manage the daily production and operations of a team of 12 contact center staff to ensure efficiency and adherence to schedules, delivery of a high level of quality member service, and drive team behaviors to meet established goals. This position is also responsible for growth of consumer loans, mortgages and new membership by developing strategies to meet individual and organizational goals. Serve as a mentor and consultant for our Express and Relationship teams. Take a leadership role in the activities and functions performed by the Relationship and Express teams (such as completing call lists, revising or creating new processes or procedures, etc.). Major Duties and Responsibilities: Inspires team to achieve department goals of over $52 Million annually by creating a high-performance culture, creating a highly engaged and collaborative team and displaying personal engagement in the credit union’s success. Serves as motivational coach and mentor to all Express and Relationship Team staff. This includes online member communications, account opening, loan application processing, onboarding, efficiency, meeting production goals, and team development. Monitors their performance relative to application generation, follow up, and conversion numbers. Trains them on the features and benefits of the new programs. Coaches them on how to promote the programs. Reinforces their knowledge of existing programs to ensure understanding. Meets or exceed annual goals as established. Meets all new membership and consumer lending production goals as defined in the individual’s performance plan by working with staff in exceeding their meeting or goals. Performs administrative tasks relating to the management of the assigned teams, such as scheduling, quarterly and annual performance planning and developing actions plans for the team and individuals. Lead, mentor, and consult with the sales and relationship teams to maintain effectiveness and efficiency of the teams. Participate in organization wide meetings and projects. Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control. Knowledge and Skills EXPERIENCE Three to Five years of similar or related experience, including time spent in preparatory positions. EDUCATION/CERTIFICATIONS/LICENSES A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours. INTERPERSONAL SKILLS A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers. ADA Requirements PHYSICAL REQUIREMENTS Perform primarily sedentary work with limited physical exertion and occasional lifting up to 20 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable timely attendance. WORKING CONDITIONS Must be able to routinely perform work indoors in climate-controlled private work area with minimal noise. Community First is an Equal Opportunity Employer.