Senior Contact Center Support Specialist-OMBP

Overview

The Senior Contact Center Support Specialist is responsible for monitoring calls and online banking cases to ensure accurate and timely replies. This role involves maintaining internal operational controls, ensuring adherence to established policies and procedures, and continually reviewing processes to enhance efficiency and manage risk. The specialist supports and coaches the OMBP Customer Service team to achieve their full potential and motivates them to meet operational and customer service goals.

Responsibilities

• Perform random monitoring of calls and online banking cases to ensure accuracy and timeliness.
• Maintain internal operational controls and ensure associates perform duties per established policies and procedures.
• Review and update processes as needed to ensure efficiency and manage risk.
• Support the team throughout the day by answering questions and providing coaching to develop their skills.
• Motivate and lead the team to achieve operational and customer service goals.

Daily Tasks:

• Support the team with questions related to customer inquiries.
• Review and reassign Business Central OLB cases as needed.
• Review and reassign incoming emails from group email.
• Conduct ticket reconciliation.
• Verify wires and general ledgers.
• Process limit increases.
• Generate the daily reports.
• Perform phone and online banking reviews.

As Needed Tasks:

• Research outstanding general ledgers.
• Assist Banking Centers in ordering customer checks or deposit slips.
• Order new account kits for Banking Centers.
• Compile the Monthly Call & Case Volume Report.
• Import monthly reviews.

Qualifications

• 5+ years of experience in a contact center or customer service role.
• Strong understanding of banking practices and policies related to operational and risk management.
• Excellent coaching and leadership skills (verbal & written).
• Ability to motivate a team to achieve set goals.
• Strong analytical and problem-solving skills.

Desired Qualifications

• Prior customer service leadership experience.
• Experience with Business Central, online banking, Encore, OnBase, Fidelity, and other OMBP related systems

Hours: Monday - Friday, 7:45AM - 4:45PM or 9:00AM - 6:00PM

Location: 300 Convent Street, San Antonio TX 78205

This job posting is for the Overseas Military Banking Program (OMBP) operated by Navy Federal Credit Union. The position is located in San Antonio, Texas and will be supporting Navy Federal's contract with the Department of Defense to operate OMBP

Equal Opportunity

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