Primary Responsibilities:
 Responsible for planning, coordination, and direction of the communication center,
including but not limited to incoming calls, outgoing calls, and emails.
 Lead the Communications Center team to provide exceptional service to members.
 Ensure all department activities run efficiently, comply with established policies,
procedures, and regulatory requirements.
 Assist in developing and implementing operational policies and procedures to improve
efficiency.
 Monitor and analyze Communication Center statistics to meet goals related to hold times
and member satisfaction.
 Provide guidance and direction to staff, including coaching, ongoing training and
performance evaluations.
 Cross-sell appropriate credit union products and services to meet members’ financial
needs.
 Maintain a smooth operation of the telephone system, ensuring that calls are answered
in a timely manner and routed correctly. Recommend necessary adjustments to the
phone system.
 Handle member complaints and ensure timely resolution of issues.
 Conduct regular staff meetings to inform and coach team members on service standards.
The supervisor is responsible for disseminating information regarding organizational issues, products, services and objectives or other items of special interest.
 Manage the Safe Deposit Box rental.
 Manage the postage machine.
 Perform other related duties and tasks as assigned.
Position Requirements:
Education and Experience:
 High School Diploma or equivalent is required.
 Minimum of three years of experience in a financial institution, with supervisory
experience preferred.
 Highly proficient in electronic banking products, services, and devices.
 Highly collaborative, team focused working style.
 Thorough knowledge of credit union products and services and operations preferred.
 Excellent interpersonal, leadership, and member service skills
 Strong organizational skills and attention to detail.
 Must exhibit flexibility in work schedule.
Physical Demands:
Nature of the work requires prolonged periods of sitting and/or standing at a desk working in
front of a computer and operation standard office equipment. Must be able to lift up to 15 pounds
at times.
Working Environment:
The majority of the work performed will be in an office environment.
Supervisory Responsibilities:
Yes. 

Compensation Information:
A competitive compensation and benefits package shall be offered to the selected candidate
and includes the following: health, dental, vision, retirement plan, paid holidays, and paid time
off.