Call Center Supervisor (Bilingual)- Fort Worth

Posted: 05/23/2024

Have leadership experience in member services, and interested in joining EECU?

EECU is looking for a Bilingual Member Services Supervisor that will lead a team of call center representatives to achieve member service excellence with a focus on efficiency and quality assurance in support of organizational service, referral, and sales initiatives for credit union members and potential members in a high-volume call center environment.

Key responsibilities for this position will be hiring and supervising call center representatives to meet expectations and provide excellence in customer service for our members. Identifying, implementing and improving the daily management of call center technology systems. These systems include EECU’s automatic interaction distribution, workforce management tools, multiple service applications as well as unique departmental uses of the primary banking platform. Measuring and ensuring the success of key performance indicators for representatives including service levels, abandonment rates, interaction quality, schedule adherence, sales/referral goals and new account application accuracy. Able to determine resolutions for complex escalated member disputes. Working directly with the Member Services Manager to ensure service levels for the entire Call Center are achieved. Performing and assisting with contact center representative duties including taking ACD phone interactions as needed. 

Complying with all Federal and State rules and regulations pertaining to, but not limited to, Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, NCUA Privacy Regulations, Reg DD, Reg E, Reg CC, Reg Z, Reg B, FCRA/FACTA, and Service Members Civil Relief. Required to attend initial and ongoing annual Bank Secrecy Act training.

Candidates for EECU should possess the following knowledge and experience:

  • Three to Five years’ experience in a high-volume call center in a Supervisory position. 
  • Three to Five years’ experience leading, coaching and developing 15+ call center reps
  • Proven sales and service management skills in a call center environment
  • Organized with excellent time management skills
  • Excellent verbal and written communications skills
  • Ability to develop staff to achieve key performance indicators and service quality
  • Ability to utilize allocated resources effectively to best serve member needs
  • Ability to multi-task in a fast-paced, high-interaction call center environment
  • Bilingual required- able to read, write, speak Spanish 
  • Able to work open or close 8:00am – 5:00pm Monday-Friday, and Saturday 9:00am-1:00pm.  
  • College degree preferred
  • EECU will, in compliance with applicable laws, evaluate an applicant's credit history. Only applicants with good credit history will be considered for open positions. If offered a position with EECU, will have to clear background check including employment, criminal, and drug screen.

For more than 85 years, Fort Worth-based EECU community credit union has been committed to providing members A Better Way of Banking®. Today, EECU is one of the largest credit unions in Texas with over $3.6 billion in USD assets and serves over 277,000 members through 18 financial centers across North Texas. In the true spirit of the credit union philosophy “people helping people” EECU was recently honored with the Fort Worth Business Press Corporate Philanthropy Award for employee volunteerism, named Best Bank/Credit Union by the Fort Worth Star Telegram’s readers, and became the 1st credit union in Fort Worth to become Blue Zones certified for promoting employee well-being.  

EECU is an EOE/Vets/Disabled Employer. 

We are an Equal Opportunity Employer and do not discriminate against applicants due to veterans status or on the basis of disability. 

For more information on our organization and benefits please visit EECU Careers at www.eecu.org/careers  

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