**Responsibilities** **SUMMARY** Manages Virtual Services Representative(s) in the Contact Center and serves as a Subject Matter Expert (SME) on Advancial’s Virtual Services systems, which include but are not limited to web chat, video banking and secure messaging. **ESSENTIAL DUTIES AND RESPONSIBILITIES** include the following. Other duties may be assigned. Establishes, monitors and utilizes metrics/KPIs to direct activities of workers engaged in implementing and performing functions of the department. Delivers on the vision for growing this department and making recommendations to ensure success. Provides coaching and support to Virtual Services Representatives to ensure they are meeting the expectations of their roles. This includes but is not limited to completing performance evaluations, providing one on one coaching, creating and delivering performance improvement plans. Responsible for ensuring the department achieves departmental production and service goals. Responsible for creating, maintaining and delivering timely communications to team members via in person and virtual methods such as daily huddles, weekly individual coaching sessions and weekly team meetings. Observes and analyzes member interactions to ensure staff is effectively following Advancial’s service standards. Completes quality assurance reviews and provides immediate feedback regarding the grading of the review and areas for improvement. Develops strategies for implementing ongoing processes and techniques for making improvements in the department with both internal and external training. Provides management oversight with chats, video banking, secure messaging and processing daily transactions (or services) such as account opening, loan processing and general questions. Assists with daily transactions and tasks as needed to ensure member service levels and team goals are achieved. Responsible for thoroughly researching and resolving escalated requests, such as member complaints and complex issues. Stays apprised of all credit union products and services and communicates changes to staff. Ensures the staff effectively cross-sells products, by utilizing the principles of The Member Advantage (TMA), AID. Inc. System. Manages and oversees appropriate staffing daily. This includes but is not limited to creating team schedules, completing and delivering time studies to leadership that provide recommendations on staffing needs, and making changes to Virtual Services Representatives daily tasks to ensure staffing does not interrupt operations. Responsible for reviewing and approving timecards for Virtual Services Representatives. Assists the Director of Contact Center Operations or other members of the Contact Center Management team as needed. This includes, but is not limited to providing assistance to the Member Service Center for inbound phone calls and providing training for staff. Manages on the job training for new Virtual Services Representatives after completion of Advancial’s formal training. Performs a variety of administrative duties to include but not limited to reporting, strategic planning, department business plans, etc. Ensures positive relationships with the branches, internal departments and external partners. Maintains a positive and caring atmosphere for members and employees consistent with the Credit Union's mission and philosophy. **MANAGEMENT RESPONSIBILITIES** Directly manages up to 4 employees on the Virtual Services team. Carries outmanagerial responsibilities in accordance with the organization’s policies and applicable laws. **The base range for this position is $67,000/yr. - $84,000/yr. based on experience, plus Incentives** **Qualifications** **QUALIFICATIONS** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. **EDUCATION and/or EXPERIENCE** Bachelor's degree (B. A.) from four-year college or university; or three years related experience and/or training; or equivalent combination of education and experience. Certified in the instruction of TMA. **OTHER SKILLS, KNOWLEDGE AND ABILITIES:** Responsible for maintaining a working knowledge of computer equipment and software required including Microsoft Word, Excel, etc. Demonstrated ability to absorb information quickly and translate it to a variety of audiences. Ability to present information in a professional manner. Strong customer service skills with the ability to problem solve. Strong team player with the ability to organize, prioritize multiple projects, handle time constraints and manage changing priorities while meeting deadlines **LANGUAGE SKILLS** Ability to read and interpret documents such as operating/maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with individual employees and before groups of Advancial employees. **MATHEMATICAL SKILLS** Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurement, volume and distance. **REASONING ABILITY** Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. **CERTIFICATES, LICENSES, REGISTRATIONS** None needed. **PHYSICAL DEMANDS** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. **WORK ENVIRONMENT** The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. **TRAVEL REQUIREMENTS** The travel demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Travel requirements are light but include traveling for additional training or seminars. **Overview** Founded in 1937, Advancial is one of the oldest and largest credit unions in the country. We are an established and proactive full-service financial institution providing personal, convenient and advanced financial services to individuals and select group partners. Our mission is to create lasting value for our members through superior service, quality products, and innovative solutions. At Advancial, we always strive to provide the best service and products to our members because we love what we do. We work together to build a culture that promotes a positive employee experience. We’ve been named a Best Company to Work for in Texas for nine consecutive years and a Best and Brightest Company to Work For nationally and locally because we’re serious about building fulfilling careers and not just day jobs. We invite you to learn more about this position and what Advancial has to offer by completing our online application. Advancial Federal Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) Advancial Federal Credit Union participates in the Electronic Employment Verification process. Please click here for more information. (https://www.advancial.org/Advancial/media/advancial/pdfs/E-Verify\_Participation\_Poster\_ES.pdf) If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please complete the form below. If you’d like to view a copy of the company’s affirmative action plan, pleasecomplete this form. (hr@advancial.org?subject=Employment%20Inquiry&body=Name:%0aCity:%0aState:%0aPosition%20interested%20in:%0aPlease%20enter%20a%20message%20below:) **Job Locations** _US-TX-Dallas_ **Category** _Management_ **Type** _Full-Time Regular_ **Location : Location** _US-TX-Dallas_ **ID** _2024-1433_