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Call Center Sales Manager

University of Kentucky Federal Credit Union

This is a Full-time position in Lexington, KY posted November 21, 2021.

Job Details

Job Location
Corporate Offices
– Lexington, KY
Position Type
Full Time
Education Level
4 Year Degree
  Job Category


UKFCU is an equal employment opportunity employer and is committed to providing employment opportunities to minorities, females, veterans, and disabled individuals.

UKFCU invites you to review the current “EEO Is the Law” poster as part of the application process.

A link to the most current posters is .

Please also see the 2015 Supplemental EEO Poster .
Applications are only accepted through our online application system.

However, if you need assistance with any part of the application process or are unable to apply online because of a medical condition or disability and need an accommodation, please contact to let us know the nature of your request.

Please note, UKFCU accepts only employment applications that are complete and received by the Office of Human Resources by the specified deadline for each opening.


Title: Call Center Manager

Department: Member Experience

Reports to: Director of Member Experience

FLSA: Exempt

Job Grade: 13

Job Purpose: Guides staff in providing services to members and the credit union by overseeing departmental operations and motivating staff to achieve individual, departmental, and credit union goals.

Essential Job Results:

Assists members and employees with phone calls, answers questions about products and services; resolves problems within his/her authority; refers problems that are beyond his/her authority to the next level supervisor, along with his/her recommendations.
Schedules, trains and monitors the work of Member Experience Officers; evaluates, reviews, and recommends to management salary adjustments or disciplinary actions.
Ensures that member account information is properly recorded on computer system and all paper documents are appropriately filed.
Identifies and takes action to improve the department’s operating methods and procedures.
Maintains communications with main office by preparing and submitting reports and attending meetings.

Maintains staff by recruiting, selecting, orienting, and training employees, maintaining a safe and secure work environment, and developing personal growth opportunities.
Mentors staff by providing individual guidance and technical expertise.
Works with the risk management department to conduct random audits of employees’ work via internal quality control means.
Accomplishes staff job results and departmental goals by coaching, counseling, and disciplining employees; communicating job expectations; effectively scheduling staff to meet the credit union’s needs; planning, monitoring, and appraising job results; conducting training; initiating, coordinating, implementing, and enforcing systems, policies and procedures; and keeping supervisor updated on issues on a regular basis.
Completes operations by developing schedules; assigning and monitoring work; gathering resources; implementing productivity standards; resolving operations problems; maintaining reference manuals; implementing new procedures; keeping supervisor informed of problems and solutions.
Maintains department policies and procedures by assessing practices, identifying strengths and weaknesses, and recommending changes to the supervisor.
Maintains operations by initiating, recommending, coordinating, and enforcing operational and personnel policies and procedures; and coordinating, developing, and maintaining comprehensive procedures for each position in the operational area of responsibility.
Manages diversity in the workplace by understanding, supporting, and practicing equal employment opportunity regulations and participating in all mandatory training regarding this and related topics.

Maintains account records by updating member information as necessary.
When directly serving members, cross-sells credit union services by answering inquiries, actively informing members of new services and product promotions, ascertaining members’ needs, directing members to other staff as appropriate.

Maintains member and employee confidence and protects operations by keeping information confidential and sharing on a business-related as-needed basis only.
Engages in problem resolution by clarifying the member’s and/or employee’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution; and keeping the supervisor informed of problems and solutions.
Complies with UKFCU policies and procedures by enforcing and adhering to internal UKFCU procedures and board-established policies.
Complies with federal, state and local regulations and legal requirements by enforcing and adhering to requirements.
Maintains professional and technical knowledge by maintaining an awareness of competitors’ rates and terms, industry trends and technology; attending staff meetings; identifying opportunities to attend seminars that enhance skills and maintain knowledge of new products that could assist in improving operational effectiveness; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.
Contributes to a team effort by accomplishing corporate and individual goals and other related results as needed.


Three to five years of similar or related experience, including sales.
Bachelor’s Degree or equivalent.
Ability to communicate with others one-on-one and in groups, fielding questions and responding to complaints.
Ability to motivate and influence others, foster sound relationships, present a trustworthy and diplomatic image, and deal effectively with others concerning topics of a personal or sensitive nature.
Strong, friendly voice and demeanor, good diction.
Ability to compute rate, ratio and percent with American currency, and to apply these concepts to practical solutions.
Ability to define problems, collect data, establish facts and draw conclusions while dealing with a variety of abstract and concrete variables.
Ability to write reports, correspondence, policies and procedures.
Ability to work independently.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.

The employee frequently is required to walk and stand.

The employee is occasionally required to stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee will be required to work indoors in a climate controlled office setting.

The noise level in the work environment is usually moderate.


The mental characteristics necessary to competently perform this job include the occasional need to be persuasive, use good judgment; and, the continuous need to use auditory perception, memory, and reasoning ability.

* The intent of this job description is to provide a representative summary of the types of results that will be required of the positions given this title, and shall not be construed as a declaration of the specific responsibilities of any particular position.

Employees may be requested to perform job-related tasks other than those specifically outlined in this description.

First-Line Supervisors of Non-Retail Sales Workers

Bachelor’s Degree