• Call Center Manager

    Job Locations US-MI-Grand Rapids
    # of Openings
    Full Time
    Call Center
  • Overview

    Lake Michigan Credit Union established in 1933 is one of the largest financial institutions in Michigan and one of the largest credit unions in the nation! For several years running, LMCU has earned inclusion as one of the 101 Best and Brightest Companies to Work For in West Michigan, Metropolitan Detroit and nationally!

    This award is based on key metrics like communication, work-life balance, employee education, diversity, recognition, retention and many others. This award recognizes our efforts to build a strong, sustainable business presence without sacrificing employee benefits, growth or wellbeing.

    As an employee, you'll enjoy a stimulating, professional atmosphere, supported by the latest technology, training and development. You will be encouraged to refine your existing skills in an environment of empowerment, gain new experiences, and progress to the limits of your own motivation. Our comprehensive benefit package for full-time employees includes health, dental, vision and life insurance, tuition assistance, 401(k) and pension plan options for retirement savings, paid volunteer time and paid time off that allows you to balance work and home life.

    Position Overview:

    The Call Center Manager is responsible for supervising Lake Michigan Credit Union's call center and ensuring members and potential members receive fast, courteous, and accurate service on the phone.



    • Assists members and employees with phone calls, answers questions about products and services; resolves
      problems within their authority; refers problems that are beyond their authority to the next level supervisor, along
      with their recommendations.
    • Schedules, trains, and monitors the work of Telephone Center Representatives.
    • Explores and implements staff training and development to insure highest standards in member care.
    • Works with Team Leads and Assistant managers to prioritize, and maintain consistency in the call center.
    • Reviews, interviews, and hires qualified candidates for employment.
    • Analyzes phone data to structure and adjust staffing and scheduling.

    • Identifies and oversees plan for staff redirection and development.

    • Implements and maintains ways to encourage, reward, and advance employees toward meeting their goals.

    • Oversees call monitoring for coaching and development.

    • Plans and facilitates informational and motivational meetings, creating a forward moving and unified group.

    • Responsible for ensuring the department maintains compliance with all applicable federal and state laws,
      regulations and guidance, adheres to Bank policies and procedures and completes required training.

    • Ensures that member account information is properly recorded on computer system and all paper documents are
      appropriately filed.
    • Identifies and takes action to improve the department’s operating methods and procedures.
    • Performs other duties as assigned.


    The employee consistently demonstrates a commitment to the culture of Lake Michigan Credit Union by adhering to
    the 5 star promise, by openly contributing to the success of others on the team, and by living the core values that
    define the PRIDE culture. Specific attitudes, actions, and behaviors that demonstrate the employee’s commitment
    to living the culture include regularly:
    - Achieving a standard of excellence in their work;
    - Bringing enthusiasm to their work;
    - Conducting themselves with integrity in their interactions;
    - Fulfilling a standard of honesty in their work;
    - Sharing ideas that will improve their work and the work of the credit union;
    - Demonstrating a commitment to do what is right;
    - Following through to make sure their assignments are completed;
    - Taking responsibility for each experience with members, employees, and others.




    5-10 years of previous experience as a call center supervisor.

    Knowledge of various savings policies and procedures in order to assist branch staff and customers.


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