Why join this team:
This position is expected to be hybrid.
NYC Salary Range - $93,450 - $119,880 annually; compensation is commensurate to geographic location.
What you'll do:
UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.
Support and guide GCS staff in their mission to provide an exemplary member experience. In conjunction with management, provide support in the execution of quality assurance procedures, performance analysis, compliance requirements and training staff. Provide effective supervision of GCS training and quality assurance staff and oversee daily departmental operations in collaboration with GCS management. Supervise, monitor, evaluate, coach, motivate, conduct ongoing quality reviews, and train all levels of GCS staff. Ensure that all member emails are responded to accurately and efficiently. Develop and conduct regular reviews of the training and quality assurance processes. Help drive achievement of corporate and GCS goals and objectives.
This position is expected to be hybrid.
NYC Salary Range - $93,450 - $119,880 annually; compensation is commensurate to geographic location.
- Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
- Supervise the work of GCS staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
- Manage GCS training, development and quality assurance. Ensure that effective development plans are defined and accomplished by all GCS staff and ensure that all member emails are responded to and resolved within quality guidelines.
- Identify opportunities for training and assist in developing cost-effective training and learning to meet all training needs.
- Generate and analyze detailed reports outlining workplace efficiency and develop action plans to foster improvement.
- Track various queues simultaneously to identify potential issues and preemptively rectify them.
- Schedule and conduct group learning activities as needed.
- Evaluate employee key performance indicators and identify training needs and development opportunities.
- Recommend and help to implement strategies and actions to mitigate risks and solve issues.
- Lead calibration sessions with the GCS leadership team to ensure coaching consistency across the department.
- Work with AVP, GCS Operations to ensure all systems and file protocols are working as expected.
- Conduct ongoing quality reviews and maintain QA dashboards to monitor trends, evaluate outcomes, and coaching impact across interaction channels.
- Maintain and govern the GCS procedural library, ensuring Standard Operating Procedures (SOPs) are accurate, version controlled, audit compliant, and aligned with current systems and policies.
- Develop, train, coach, evaluate, and motivate reporting staff to maximize performance and foster service excellence.
- Collaborate with GCS leadership and cross-functional teams to align training and quality strategies with departmental goals, operational changes, and member experience initiatives.
- Support vendor management activities by tracking service level performance, maintaining compliance documentation and participating in reviews and audits.
- Work with Lead, Process Improvement to ensure department processes and operational procedures are up-to-date in the Document Library.
- Conduct system testing and assist in system implementation/upgrades.
- Maintain audit-ready QA and training records. Support internal and external audits, including documentation related to regulations and departmental procedures.
- Perform additional responsibilities as assigned.
- Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.
- Bachelor’s degree, or some college coursework completed
- 3 years progressive experience in training and performing quality assurance
- 2 plus years in a supervisory capacity preferably within a banking/financial institution
- Strong plus with cards/financial background
- Hybrid work model (3 days per week – required last Tues of the month)
- Full range of knowledge of financial products, services, policies and procedures including sales
- Strong PowerPoint and presentation skills preferred
- Proficiency in Excel
UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.
UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.
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