Job Title: Internal Solutions Manager
Job Type: Full-time
Location: Virginia Beach, Virginia
All of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves. All backgrounds, viewpoints, and life experiences are welcome, knowing this commitment strengthens our credit union family and communities.
The Internal Solutions Manager is responsible to the Director of Member Support Services for daily operations and management of the Internal Solutions Help Desk, ongoing advancement of the Virtual Help Desk-Albert and all support resources used to deliver the member experience. Daily business operations include, ensuring team members consistently deliver courteous, professional support and achieve all SLA's and KPI targets. The Internal Solutions Manager will work cross functionally to quickly and accurately resolve internal and external questions, align incongruent processes and ensure the integrity of information documented in the Virtual Help Desk resource. The Internal Solutions team is responsible for providing high level support that enables enterprise goal achievement-Net Promoter and agreed upon business targets.
Responsible and Accountable for:
Championing serviceexcellence in all facets of the business
Leading and managing the InternalSolutions and Virtual Help Desks
Responsible for achievementof Help Desk SLAs and correlating enterprise targets
Collaborating with BranchSupport, Member Solutions and Training teams by sharing identified trendsand opportunities to develop more seamless front line interactions
Oversees Case response forthe Virtual Help Desk and Albert emails, adhering to the Albert SLA
Maintains Content RequestProcess for Albert Content
Responsible for developmentand ongoing internal communication plan for the Virtual Helpdesk-Albert
Cross-functionalpartnerships with Content Owners to insure processes and procedures areavailable to front line staff and align with desired member experience
Conducts cross-checkanalysis to ensure all content in Albert is accurate
Manages annual contentreview process
Works closely with theLearning Team to ensure curriculum content is accurate based onorganizational changes
Works closely with businesspartners to ensure optimum efficiency of internal Solutions and VirtualHelp Desks
Identifies areas of processimprovement to increase speed, quality and processing efficiencies
Recommends alternativeprocess solutions to improve the team member and member experience
Identifies and works toremove barriers that impede service excellence
Knowledge, Skills and Abilities:
Knowledge of credit union operations andretail delivery channels with the ability to recommend improvements
Demonstrated ability to gather, analyze, and evaluate data in a meaningful manner and effectively communicate recommendations in concise manner
Ability to successfully lead and motivate team members and managers to achieve organizational goals, through both dire and indirect leadership
Strong team player with the ability toorganize, prioritize, apply time management skills
Proficient with MS Office -PowerPoint, Word, Excel and SharePoint
Excellent oral, written, andpresentation communication skills
Strong attention to detail
Excellent organizationalskills
Ability to writepolicy/procedure with data provided from Content Owner/SME (partneringwith Silver Cloud Content Architect)
Ability to serve on specialCredit Union projects; maintaining member and team memberfocus/satisfaction
Ability to positivelyresolve situations/content requests from various resources
Ability to prioritize workflow independently, and take full ownership of issues- even if they arenot the Subject Matter Expert on the problem
Knowledge of applicablecredit union policies, procedures and processes related to the operationof the credit union and product and services it offers
Education and Experience:
Education: Bachelor's Degree with a concentrationin technical writing or equivalent job related experience
Experience: 3 to 5 years ofexperience in a quality assurance position
Experience: 2-4 years leadership experience in aservice role, preferably in financial services
Chartway offers a competitive salary and a comprehensive benefits package. Candidates must have a good credit history for consideration. Salary requirements must be included and resumes must be accompanied by a Chartway Employment Application for consideration.
Chartway Federal Credit Union is an EOE/M/F/ Disability/Vet Employer.
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