Start a Rewarding Career with Alliant

What will your day look like?

You will be engaged in the servicing of all Operations product inquiries. Work involves monitoring call volume and creating insight via reports. Responsibilities include providing direction, feedback and coaching to team members on work priorities and on resolving escalated issues. Resources to do the job require sound knowledge of credit union products, policies and compliance requirements as well as highly effective problem solving and critical thinking skills. General direction is received from the Senior Manager, Operations Support and Implementation.

Responsibilities

Do you see yourself doing this?

Operations Responsibilities

• Identify continuous operational improvement opportunities and service efficiency initiatives; recommend solutions, and champion the implementation of agreed upon changes with management support
• Maintain industry knowledge by sharing and implementing best practices
• Responsible for cross training of team members and self to ensure accuracy on Operations products and procedures
• Assist in building call quality criteria to align with Alliant mission and service vision
• Conduct call quality assessments and provides assessment results to next level leader for review
• Develop and share data analytics on call types, durations, peak times and suggest improvements to manager to enhance member and internal customer experience
• Shares best practices identified through call monitoring and/or outside resources
• Provide the highest level of service to Alliant Credit Union internal/external customers
• Respond to inquiries via phone while maintaining or exceeding agreed upon Service Level Agreements
• Process account maintenance and transaction requests received from internal customers
• Use sound judgement to identify and escalate issues to Management as necessary
• Assist management in identifying opportunities to increase service quality
• Collaborate seamlessly across Operations teams to ensure all policy and procedural manuals are complete and accurate
• Ensure Knowledge Base content is current and support frontline staff training efforts for operations processes
• Support the operational implementation of new products and enhancements to existing products/channels through execution
• Remove any road blocks Service Desk team members encounter to leverage continuous delivery of service solutions
• Create processes to organize and manage Service Desk backlog to track progress of strategic initiatives solving for business gaps, enhancements or team performance

Leadership and Performance Management Responsibilities

• Translate operating plans into meaningful direction of projects, goals, priorities and activities; delivering superior results on strategy through quality execution and best practice adaptation
• Capture, analyze, and understand the internal environment, team dynamics, and talent capabilities to address organizational refinement, agility and growth
• Champion Employee/Internal Customer Engagement, employee development and all cultural hallmarks through a strong leadership signature and a growing command of Alliant's leadership competencies
• Continually assess and provide discerning development, insightful coaching and talent utilization/optimization for direct reports
• Apply High Performance Management practices in leading an engaged workforce in order to effectively leverage the full potential and talent of this function
• Provide a structural and consistent approach to ensure that individual development plans are in place, performance management is consistent, performance management process is respected and followed, and coaching and feedback are provided on a regular and dynamic basis

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.

Qualifications

What makes you a great fit?

You'll be a great fit if in addition to the completion of a Bachelor's degree in Finance or equivalent preferred, and you have:

• 3+ years' experience in customer service-focused role
• Deep functional knowledge of credit union product offerings and policies
• Advanced knowledge of applicable Regulations (CC, D, E, Z, etc.) and NACHA operating rules required
• Must have keen attention to detail and an ability to identify continuous improvement opportunities to enhance intra-departmental processes
• Experience with Agile frameworks (SAFe, Scrum, XP, Kanban, etc.) a plus
• Hands on experience with Azure DevOps architecture for backlog refinement a plus
• Excellent verbal and written communication skills
• Ability to work independently and in a team environment
• Highly effective critical thinking and problem-solving skills
• Must have the ability to adhere to set deadlines and communicate with various levels of the organization
• Prior leadership experience a plus

When you're happy, we're happy!

As a thank you for joining our team, you'll benefit from:

• Competitive medical, dental, and free vision benefits
• Competitive compensation plan
• Contributions towards gym memberships
• Generous PTO and banking holidays off

Still not convinced?

For more details you can also visit our Glassdoor and LinkedIn profiles.