Job DescriptionJob Details
Level
Experienced
Job Location
Pacific Avenue - Tacoma, WA
Position Type
Full Time
Education Level
High School Diploma or equivalent.
 
Salary Range
$27.69 - $41.54 Hourly
Job Shift
Monday - Friday, 1/2 Day Saturday's
Job Category
Professional Services
Description
Sound is looking for...
A Contact Center Supervisor to join our team! As the Contact Center Supervisor, you will provide leadership and direction for the department staff, as needed, and in the absence of the Contact Center Manager. In this role, you will assist members with questions or issues via phone and/or correspondence; handle/research more complex escalated member calls/account issues in order to resolve the most satisfactory manner for all parties concerned. You will assist/support the training of new department staff. As the Contact Center Supervisor, you are also expected to contribute to efficient Credit Union operations by performing duties accurately and in a timely manner.
At Sound you will experience...
Our purpose which is "to stand with you through all waves of life". Every day, our employees help us to live this purpose. We believe in empowering our employees to do the right thing.
A diverse workforce with an inclusive and supportive environment.
Besides competitive pay, we offer career growth, and we hold a benefits package that's consistent with our purpose, personalities, and values.
Teams that are living out the credit union philosophy of "people helping people".
Fellow employees who are dependable, genuine, inclusive, and resourceful.
Leaders of Sound Credit Union who embrace our Brand Purpose. At Sound, we recognize our actions strongly impact our Brand-led culture. Therefore, we commit to consistently serve as Brand Advocates by modeling desired behaviors to inspire others through being Supportive, Open, Unified, iNclusive, and by Doing the right thing.
As a Contact Center Supervisor you will...
Serve as lead in the absence of the department manager; assist in directing the daily workflow in the Contact Center. Serve as a resource for staff and members to answer complex questions and/or resolve non-routine problems that may arise.
Assist members with questions or issues received via phone and/or correspondence; handle more complex escalated member calls in order to resolve in the most satisfactory manner for all parties concerned.
Research complex account issues.
Authorize service fee refunds to members when deemed necessary.
Open new accounts and accept and process loan applications via the telephone as applicable.
Assist in the preparation of the Contact Center daily/monthly reports that include but are not limited to, totals of new accounts, loan production, queue activity, calls per agent, and service level percentage.
Assist in the scheduling of staff.
Assist with/train new department staff.
Prepare and develop representatives for career development opportunities.
Ensure efficient and effective department operations by providing back-up support to Contact Center personnel in performing daily tasks as needed.
Provide high priority to member satisfaction; act in accordance with Sound Credit Union's brand expectations.
Make a connection with members by developing genuine and trusting relationships to understand their financial needs and recommend appropriate products and services that support members through all waves of life.
Qualifications
Our ideal candidate will bring to the team...
Two years of experience in a Credit Union position(s) or related field that provided knowledge in all phases of Credit Union operations, products, and services.
Supervisory and/or leadership skills required.
High School Diploma or equivalent required.
In addition:
Must be bondable
Employer sponsorship to secure or maintain employment authorization not available
As a team member of Sound, you will receive...
These benefits in support of a true work/life balance:
Full medical, dental, vision, and disability for the employee [yourself] with premiums paid by Sound
401(k) with 4% match - Plus discretionary profit share of up to 5% of annual salary
Three weeks Paid Time Off (PTO) accrued annually
5 employer paid work/life balance days
10 paid federal holidays every year
Employee assistance program for wellness counseling
Gym/lifestyle reimbursement
Free and/or discounted banking services with Sound
Employee Charitable Matching & Volunteer Program
Employee bonus program
Tuition assistance
ORCA pass
Incentives available for multilingual speakers
Your compensation:
At Sound Credit Union we believe in paying our employees a fair and living wage. Individual offers are made dependent upon a candidate's prior experience and education level as it pertains to their role. This strategy promotes a talented and empowering work environment that we hope you will be a part of! Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates, which allows us to offer merit-based salary increases.
Minimum: $27.69
Midpoint: $34.62
Maximum: $41.54
Your hours:
A hybrid schedule Monday - Friday: 9:30 am - 6:00 pm with rotating Saturdays
In your role you will have the ability to combine in-person and remote work.
About Sound Credit Union...
Sound Credit Union (Sound) was founded in 1940 and is one of Washington State's largest credit unions. We have 26 full-service branches located throughout the Puget Sound region. At Sound, we pride ourselves on making connections with our members, employees, and community. We'd love to share more about why Sound is somewhere you want to be, apply now, and visit our website at: .
The future is in our hands...
!
Sound Credit Union is proud to be an Equal Opportunity and Affirmative Action employer that is committed to diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, veteran status, disability, age or any other protected status. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply!