Live Manager
Company Description
Since 1936 PenAir® Credit Union has been the catalyst where community, resources, and impact come together and produce a powerful force for good. We have a unique culture and we’re passionate about it. Grown from the values we hold most dear, three guiding principles shape how we see the people we serve, the community around us, and our role within it. These guiding principles are Respect, Service, and Communerosity® and they’re woven throughout our culture.
PenAir is where people and community, resources and expertise align with your values to create real impact. Generational impact through strong financial education and support. We care about the things you care about. As the largest and oldest credit union in Pensacola, Florida, with more than $2.5 billion in assets, our purpose is to enhance the lives of those we serve in the Florida Panhandle, Southern Alabama, and Virginia.
Careers
Do you have a passion for helping others?
Currently, PenAir provides access to 15 convenient locations across Mobile and Baldwin counties in Alabama and Escambia, Santa Rosa, Okaloosa and Bay counties in Florida. Join us and become a powerful force for good - after all we live, work, and play here too.
Join the team. You’ll fit right in.
Take control of your future by mapping out a career at PenAir. Working with us means you can shape your professional experience to suit your dreams. We offer valuable resources that provide you the opportunity to build upon and strengthen your skills. Whether it be a career path in advising our members directly on products and services, guiding them through major purchase decisions on a home or vehicle, or even helping build the technology and processes behind the scenes, there is a place for everyone at Pen Air! Success looks different for everyone. Where will your journey take you?
The PenAir difference.
Just like we strive to be a force for good at work, Pen Air works just as hard to supply employees with a total rewards package that includes competitive salaries and meaningful benefits.
Holistic Amenities:
- Up to $15K available for continuing education
- Student Loan Paydown
- Adoption Assistance Reimbursement
- Wellness Programs
- Gym membership reimbursement
- Formal Career Development Resources
- Financial Wellness Resources
- Purchase assistance with computers and fitness equipment.
Benefits Package Highlights:
- Generous PTO Plan—20 days for new hires
- Paid Maternal & Parental Leave
- Competitive Retirement Plan
- Competitive medical, dental & vision plans
- Company paid Telehealth services.
- Company paid Short Term Disability
And more……….!
The starting salary for this role is $67,296- $71,502
About the role:
The LIVE Manager enhances the financial success of members by managing a team that provides exceptional member service, recommends products and solutions, and resolves member questions and concerns through interactive teller machines. Ensures effective and efficient response time, consistent delivery of member experience, team development, and operational efficiency to achieve goals and expectations.
Major Duties and Responsibilities:
- Actively manage a cohesive, well-trained, and motivated staff to include performance management, staff development, and accountability.
- Listen and evaluate member interactions to appropriately coach staff to provide superior member experience by confirming the team is actively listening and assessing the needs of the members and offering targeted solutions.
- Ensure appropriate scheduling and resource management is maintained. Monitor intraday queue and make necessary adjustments to maximize availability for the member. Oversee team member performance to ensure adherence, availability, and key performance measures are achieved.
- Monitor all department activities to ensure compliance with established policies and procedures. Accurately records and reports results. Provide coaching and feedback for improvement when needed. Collaborate with peers and other departments to ensure the end-to-end member experience is optimized.
- Respond to escalated member questions and concerns and ensure follow up action is taken to maintain member satisfaction.
- Evaluate and manage third party vendor relationships associated with an ITM environment to ensure maximum performance. While staying informed of current trends and technologies, develop recommendations for internal process efficiencies and enhancements to products and services.
- Performs other job-related duties as assigned.
Minimum Qualifications:
Experience
Five years to eight years of similar or related experience, including preparatory experience.
Education/Certifications/Licenses
- A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills
- A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Other Skills:
- Excellent leadership skills.
- Ability to supervise others by delegating, coaching and motivating.
- Ability to manage multiple priorities.
- Ability to work independently with minimal supervision.
- Ability to apply judgment without hesitation in decision making situations.
- Ability to develop teammates.
- Ability to hold teammates accountable.
- Excellent member service skills.
- Working knowledge of Credit Union policies and procedures.
- Demonstrate member service at expert level.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
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