Contact Center Supervisor

Mohela Harrisburg , PA 17101

Posted 2 months ago

Higher Education Loan Authority of the State of Missouri (MOHELA) is a nationally-recognized leader in student loan servicing and higher education financing. Established in 1981, our success for more than 40 years is due to the tremendous efforts of our outstanding staff.

We are headquartered in Chesterfield, Missouri (outside of St. Louis), with an operation center in Columbia, Missouri, and an office in Washington, DC .

MOHELA is looking for a passionate and skillful Contact Center Supervisor in Harrisburg, PA.

MOHELA offers competitive salary and a benefit package that includes paid personal and vacation time-off, insurances for medical, dental, life, short-term disability, 401K plan with dollar-for-dollar match up to 8% of salary, and tuition assistance.

What You Will Be Doing

  • Ensures effective day to day supervision and leadership of Student Loan Counselors consistently to deliver a positive borrower experience, accurately resolve borrower inquiries and achieve high quality assurance metrics.

  • Ensures a positive work environment by the reinforcement of the values, mission and vision of the organization and fostering engaged, empowered employees with a sense of job performance ownership and accountability.

  • Ensures professional leadership, employee interactions, and collaboration. Uses sound judgment for appropriate resolution or escalation.

  • Ensures polices and Standard Operating Procedures are followed and identifies and communicates continuous improvements opportunities to make MOHELA and borrower experience better.

  • Ensures individual counselor and team KPI and productivity standards are met.

  • Ensures delivery of daily and weekly coaching, development and feedback to Counselors regarding overall work performance.

Essential Duties and Responsibilities:

  • Compliance and Quality Assurance
  • Maintain and assure compliance through the strategic use of MOHELAs various systems, keeping current with and accurately interpreting the applicable laws, rules and regulations. Ensure all accounts are worked within MOHELA standards and in compliance with state and federal laws and regulations. Ensure and maintain quality assurance standards are followed and strive to meet goals to ensure departmental compliance with all Federal, State and internal guidelines and policies which includes Security and Privacy Policies. Maintains accurate and current knowledge of loan servicing repayment plans and call flow requirements.
  • Customer Service
  • Ensure the accurate and efficient handling of inbound/outbound calls by providing a positive world class borrower experience to meet the Customer Promise and Customer Service Mission. Ensures the education of ongoing or company training is delivered to staff in timely manner.
  • Managing People Ensures the leading of contact center team to handling customer interactions effectively and efficiently to create a positive customer experience; Makes self-available to staff; Provides regular performance feedback; Develops direct reports skills and encourages growth; Fosters quality focus in others; continually works to improve supervisory skills. Conduct staff meetings in a professional and effective manner.

  • Strives for the Remarkable

  • Demonstrates commitment to achieving results and holds self & others accountable to make a difference. Deals with the realities of today by investing time, effort, & energy into activities to build the future. Is process disciplined, clarifies expectations, and learns from mistakes & shares learnings with others.

Experience You Will Bring

  • Bachelors Degree preferred. 2+ years experience with a student loan organization, financial institution, secondary market, loan guarantee agency or educational institution preferred.

  • Prior supervisory experience in a professional business environment or contact center preferred.

  • Self-motivated team player with a high degree of professionalism, positive attitude, and confidentiality.

  • Organizational and time management skills a must.

  • Ability to grasp, understand, and apply complex regulations.

MEDICAL, DENTAL and VISION

MOHELA offers a comprehensive medical plan that includes prescription coverage for employees and their dependents. A health savings account is available for employees to save for the future or to pay current medical expenses. We share the cost of insurance premiums with our employees. Vision coverage is available at no cost and offers free eye exams, and discounts on glasses and contacts. Dental insurance offers preventive care, dental work, and orthodontics (for dependent children) at various coverage percentages. MOHELA offers an incentive for employees who waive MOHELAs medical plan and obtain medical coverage with another group medical plan.

EARNED TIME OFF

And the clock starts now! Time off begins to build when your employment starts. We observe 6 holidays a year: New Years Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving and Christmas. We also offer 4 Personal Holidays for you to use! You will receive at least 22 days of available time off in Personal Time Off (PTO) and Vacation benefits. The days roll over from year to year, if unused. Family is very important to MOHELA. Birth and adoption time off benefits are also available to employees.

TUITION REIMBURSEMENT

One of MOHELAs core values is education. We support helping our employees and their dependents reach their educational goals. After 3 months of employment, you can qualify for up to $12,000 per calendar year in tuition reimbursement.

401(k) MATCH UP TO 8%

After you complete six months of service, MOHELA will match each dollar you contribute up to the first 8% of your salary. You can contribute up to 50% of your annual salary. Its simple to contribute through payroll deduction.

Must be able to obtain a Federal 5C Security Clearance after hire

We are an EEO/AA Employer. We do not discriminate in hiring on the basis of race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, protected veteran status, or any other characteristic protected by federal, state or local law

To build a diverse workforce, MOHELA encourages applications from individuals with disabilities, minorities and veterans.

In compliance with the American Disabilities Act Amendment Act (ADAA), if you have a disability and would like to request an accommodation in order to apply for a position with MOHELA, please call please call 636.733.3700 x3571, TDD 7-1-1

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Contact Center Agent Cards

Psecu

Posted 3 months ago

VIEW JOBS 8/19/2021 12:00:00 AM 2021-11-17T00:00 POSITION SUMMARY: To provide superior member service in the skill sets pertaining to Card Services. This would include but not limited to handling lost or stolen cards, disputed card and ATM transactions and VISA credit card and debit card maintenance. Using knowledge of products and services, as well as excellent member service skills, the contact center agent will educate members on the responsible use of those services as a means to broaden self-service relationships; and to achieve greater profitability and competitive advantage. Benefits: We offer a competitive salary, excellent benefits and a great work environment. Along with excellent medical and retirement programs and a generous leave package, our workplace offers tuition reimbursement. Employee Type: Full-time Schedule: Monday - Friday, 7:55am - 3:55pm; rotating Saturdays Starting Salary: $15.35 per hour Candidate must be bondable and credit worthy. DUTIES AND ACCOUNTABILITIES - Essential for this position: * Responsible for member service contacts and inquiries pertaining to the Card Services skill sets including phone calls (inbound and outbound), email, relay calls and written correspondence; researching member issues; and resolving member issues through appropriate financial transactions, account maintenance, member education and/or cross selling appropriate services. * Responsible to have an understanding of department's online information resources and how to use the tools including but not limited to Transaction Services Assistant (TSA), Staff Information Systems (SIS) and corporate intranet portal. * Follow proper security policies and procedures in authenticating members through all communication channels. * Utilize appropriate company software and systems for member transactions and interactions. * Responsible for continual performance and knowledge improvement including, implementing feedback from managers, ongoing training, quality assurance and conducting self-evaluations. * Perform various back-office support functions as needed. * Upon assignment, assist in training of assigned skill sets as well as new products and services. * Provide back-up support for skills within the Transaction Service Contact Center as necessary. * Must be knowledgeable in the operations of the Transaction Services Department. DUTIES AND ACCOUNTABILITIES - Essential for all PSECU Bargaining Unit: * Knowledge - Must be familiar with normal interpretation of Credit Union's operating principles, mission statement, products, policies and procedures. Must be familiar with federal and state regulations, if applicable, as they apply to the unit. * Workflow Management - Ability to effectively manage volume of work assignments. Ability to operate computer systems and other office equipment and perform calculations essential to this position in order to meet unit standards. Ability to type 25 to 35 words per minute, proficiency with required software, and have working knowledge of word processing and spreadsheet programs, as needed within scope of job. * Judgment - Exercise basic judgment and appropriate decision making within scope of MSRI job duties. * Communication - Ability to interpret needs and respond using effective oral and/or written communication skills and proper action to meet member and/or internal customer needs. Ability to communicate honestly with manager regarding individual development needs and improvement of unit functions. Ability to communicate effectively with outside professionals as needed within scope of job. * Relationship Management - Ability to establish and maintain effective working relationships with co-workers, members and other business contacts of PSECU. Demonstrate PSECU's Operating Principles of PRIDE (Partnership, Reliability, Improvement, Dedication, and Ethics). * Attendance - Regular and consistent attendance is required to maintain acceptable performance standards and routine duties of the position within the normal operational guidelines of the unit. * Confidentiality - Confidentiality and document control is essential to this position to ensure member data is secure and protected from compromise. * Creditworthiness - Must meet creditworthiness standards (as defined in the Collective Bargaining Agreement). * Bondable - Must notify Human Resources in writing of conviction involving dishonesty, breach of trust or violation of the Pennsylvania Credit Union Code (17 Pa. S. C. A. 101 et seq.) during the course of employment with PSECU. DUTIES AND ACCOUNTABILITIES - Non-essential: * Perform other duties and responsibilities as assigned. * Maintains an organized work area. OTHER: * This position may be advertised in the public media. * Appointment to this position is subject to the terms of the Collective Bargaining Agreement. * Applicant may be required to complete one or more pre-employment assessments and/or testing. * This position may be subject to telephone monitoring to assure quality member communications. * Reasonable accommodation may be made to enable a qualified individual with a disability or disabilities to perform the essential duties and responsibilities of the job. Psecu Harrisburg PA

Contact Center Supervisor

Mohela