WECU is seeking a Contact Center, General Services Manager to join our Contact Center department located in Bellingham, WA. This position is responsible for leading the Contact Center General Services team to make a difference in member’s lives as defined by WECU’s mission and vision. Provides strategic direction and oversees daily operations and responsibilities relating to the efficient operation of a centralized Contact Center team providing support through all channels, phone, email, and SMS text to assure that all members are provided quality, professional member service

Essential Functions

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Monitors and changes operating processes for efficiencies; researches and develops new policies and procedures for the Contact Center.
• Challenges status quo and embraces new practices or values to accomplish goals and solve problems; is nimble through changes, supports the end goal, and the process it takes to get there.
• Actively participates in strategic business planning, goal setting and budget process. Mindful of strategic initiatives when making decisions, possesses the knowledge and capability to lead and support areas of responsibility.
• Coordinates within and across departmental boundaries to build relationships and achieve production and service goals.
• Facilitates consistent communication, as well as department meetings, to disseminate vision, pertinent information and discuss operations methods and opportunities.
• Leads business development and public service efforts, including calling on area companies and developing relationships within the community.
• Assists Retail Directors with researching and developing new processes and procedures directly applicable to the Contact Center and E-Services teams and communicates relevant product/service/policy information to staff.
• Participates in the Quality Assurance Program.
• Acts as Administrator for Contact Center applications in collaboration with the Director, Retail Experience – Contact Center and IT.
• Other duties may be assigned.

REQUIRED SKILLS, EDUCATION, AND EXPERIENCE:

• Minimum: High school diploma or general education degree (GED); plus, three to five years’ related experience and/or training or equivalent combination of higher education and experience.
• Relevant training in a call center, credit union, bank or other financial institution preferred or any documented work experience which provides the candidate with equivalent knowledge and/or experience of the above minimum requirements.
• Previous supervisory experience leading a team is required.
• Excellent oral and written communication skills required.
• Spanish speaking preferred.

NOTE: Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job.

COMPENSATION

The annual salary range for this role is from $70,678 to $99,781.

WECU provides a comprehensive benefits package that includes medical, dental, and vision benefits with premiums for employee coverage paid in full, 401(k) retirement plan with an 8% annual contribution from WECU, bonus plan, two or more weeks of vacation, up to 11 paid holidays, paid life and disability insurance, annual wellness benefit, loan discounts, professional development, and much more.

ABOUT WECU:

WECU is a not-for-profit financial cooperative where members are encouraged to save and borrow responsibly at fair and competitive rates. Headquartered in Bellingham, WA, WECU has over 130,000 members and over $2.0 billion in assets.

It is WECU's mission to make a meaningful difference in the lives of our members. We strive to treat both members and staff with honesty and integrity and to be a socially responsible part of our community. WECU also endeavors to be an employer of choice.

WECU is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace. We make employment decisions on the basis of merit and qualifications, and seek to have the best qualified person in every job. WECU policy prohibits discrimination on the basis of race, color, religion, creed, sex, gender, sexual orientation, gender identity, marital status, age, national origin or ancestry, physical or mental disability, veteran status, genetic characteristics or information, or any other consideration made unlawful by federal, state or local laws.