Work From Home Position during Covid 19 may be required*

*Due to the Covid 19 pandemic, this role may required you to Work from home role temporarily in response to the Covid pandemic (Minimum requirements must be met to work or train from home).

*PSCU may transition this role back to an office-based position as business needs or as training needs may require.

PSCU continues to monitor the evolving coronavirus (COVID-19) situation and are taking actions to minimize the risk to employees and to lower the probability of the spread of the virus to you, your families and the communities where we operate. We continue daily ongoing enhanced cleaning protocols at all locations. Remember to take everyday precautions!

In order to successfully work from home you must have the following:

• Internet access with a minimum speed of 25 MBPS up/down
• Access to an Android or Apple smartphone, and the ability to hardwire to an Internet modem via an Ethernet cord.*
• A secure quiet area in the home to work from
• The ability to work effectively in a work-at-home setting
• The ability to come on-campus when necessary - we may need you to attend meetings, pick-up/drop-off equipment or attend special events from time-to-time
• This is a temporary WFH position, you must be located in the Allen Park Area
• *Ownership of or access to an Ethernet cord is not required and can be supplied by PSCU (standard length).

AFTERNOON/EVENING SHIFT- Required Work Schedule is 3:30pm to Midnight with Sundays and Wednesdays off

This position leads a team of Contact Center Representatives, and focuses on coaching and developing employees to achieve service excellence for credit union cardholders and members.  Incumbent will create an environment that stimulates an enthusiastic, motivating, high-performance culture that focuses on continuous improvement and excellent service delivery. Incumbent will assist in recruiting and onboarding new hires, will manage employee performance, and will identify and implement process improvements. Incumbent will also work with external clients to determine their service needs, and ensure the department maintains service level commitments.

• Develop customer support specialists to achieve client and company goals; recognize, reward and encourage successful performance through ongoing monitoring and hands on coaching; inspire and build team commitment.
• Manage employee performance, to include coaching, communicating employee progress toward goals, and taking corrective actions, where necessary; track and document Representative performance, and provide feedback on daily work, service levels, and applicable performance metrics.
• Work with Contact Center leadership to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team; facilitate ongoing process improvements.
• Communicate company strategies, client initiatives, system enhancements, performance and other key information to team; conduct team meetings on a regular basis.
• Participate in execution of day-to-day operations, which includes maintaining service levels, adherence, call resolution time, service quality, and other key performance metrics.
• Partner with Human Resources, Learning Solutions, IT, and other departments as needed to ensure effective department operations and superior customer service; administer company policies and practices.
• Recommend process/operational improvements to build/enhance efficiencies, reduce costs, and improve overall level and quality of service; support service level achievement and service excellence to help credit unions grow and prosper.
• Meet with client representatives to determine procedural requirements, conduct call calibrations, investigate/resolve internal and external issues and communicate results to client and internal management; Travel as needed to client’s place of business.
• Notify Managers of any issues that arise during or after regular business hours.
• Participate in evaluation and implementation of new products and services.
• Maintain thorough knowledge of Visa/MasterCard and Banking regulations and industry changes.
• Assist department members as needed to minimize errors that might result in monetary loss to PSCU.
• Perform other duties as assigned.

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• Specific vision abilities required by this job include close vision.
• Ability to occasionally lift/move up to 25 pounds.
• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

• Provide direction and leadership to staff; guide and coach staff in the completion of their day-to-day responsibilities and ensure that established policies and procedures are followed.
• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff.
• Develop and maintain all subordinate personnel by applying the necessary training and leadership that will allow internal growth and advancement.
• Direct staff to ensure duties and performed according to departmental performance standards.

• Associate’s Degree or equivalent combination of education and/or experience required.

• Three (3) years customer service experience required.
• Two (2) years credit card, branch services, lending, bill pay, financial industry and/or contact center experience required.
• Prior supervisory experience strongly preferred.