Contact Center Coordinator - Downtown Reading, PA

About Us

We're in the business of people helping people and you can help us change lives just by working here. Whether it's helping a member make a transaction, buy their first home, or improve their financial wellness one step at a time - you have an impact on their lives just by working here, no matter what your position may be.

Work with us - and be part of something bigger than banking.

In exchange for your time and talents, we offer generous benefits. After all, you make us awesome, so we take care of you with things like...

• Pension Plan, 401k Plan, and 401k matching contributions
• Excellent health benefits
• Flexible Paid Time Off (PTO), Volunteer Time Off (VTO), and Wellness Time Off (WTO)
• More than ten paid holidays per year
• Wellness program
• Tuition reimbursement
• Student loan repayment
• Employee recognition program
• Educational incentives
  ...and more!

At Visions, we do, and will continue to, treat all of our employees fairly and with complete respect, regardless of race, ethnicity, gender, and any other differences. We strive to celebrate the diversity of our employees, as they are part of the fabric of this great credit union.

Title of Position: Contact Center Coordinator - Downtown Reading PA

Position Type: Full-Time. Typical shifts include Monday through Friday 8:00AM to 6:15PM with rotating Saturday shifts 8:30AM - 2:15PM.

Compensation Range: $28/Hr - $36.50/Hr. *Hiring rates may be dependent on a number of factors, including years of directly related work experience, education, geographic location or special skills*

Location: Position is on-site at our Contact Center located in Downtown Reading.

At this time, Visions Federal Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization). If you need sponsorship now or in the future, look for this statement in the job description before you apply: Visions Federal Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position.
If this is not listed in the job description, Visions Federal Credit Union will not provide sponsorship for the candidate to work in the United States.

Responsibilities/Duties:

• Ensure adherence to member identification requirements outlined in credit union and department policy and procedure, safeguarding member information.
• Ensure day to day operations are conducted within credit union compliance and regulatory policy and procedure.
• Ensure review and completion of all regulatory compliance courses through all learning platforms (BAI).
• Ensure agreed member service and departmental standards are consistently met as it related to but not limited to volumes, handle times, abandoned call rate, hold times, and identifying additional member needs.
• Be the subject matter expert and can efficiently complete all functions and tasks associated with all Contact Center positions and within all delivery channels.
• Monitor systems, technology, and products with a view to recommend changes or updates to enhance them.
• Assists with mentoring, coaching, and providing feedback in support of increasing performance of team members and reinforcing behaviors that promote individual and team success.
• Monitor employee productivity through use of reports and physical and live observation.
• Assist with onboarding and training of new and existing employees, ensuring all tools and resources are provided, and proper mentoring and support are provided.
• Exhibits independent and sound decision-making skills to handle employee and member needs or concerns, maintaining a courteous and respectful demeanor.
• Foster a culture of engagement, teamwork, and continuous learning within the Perform oversight of the day-to-day operations of the Contact Center in the absence of the Operations Manager or Assistant Manager, assuming full responsibility.
• Provides departmental back-up coverage as needed.
• Respond effectively to changing ideas, responsibilities, expectations, trends, strategies, and other processes.
• Demonstrate a commitment to diversity, equity, inclusion, and belonging through continuous development, modeling inclusive behaviors, and proactively managing bias.
• Perform other duties needed to help fulfill our mission, drive our strategy, and support our organization's values.

Minimum Qualifications & Experience:

• An associate degree with 1-3 years of experience. 3-5 years of relevant experience will be considered in lieu of a degree.
• Extensive knowledge of Credit union products, services, systems, and procedures preferred.
• Must be able to obtain and maintain NMLS licensing.
• Proficient in the Microsoft Office Suite programs.
• Proficient with standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, PCs, etc.
• Visions remains committed to the aspects of diversity and inclusion and will consider alternative education and experience.

Preferred Qualifications & Experience:

• Bachelor's degree preferred.
• Bilingual proficiency.
• Minimum five years credit union, banking, retail, or contact center experience.
• Minimum of two years supervisor/leadership experience or equivalent training.

We're more than banking. You can be, too. #ClaimYourSeat