Navigant Credit Union
  • 06-Nov-2020 to 05-Jan-2021 (EST)
  • Call Center
  • Smithfield, RI, USA
  • Salary
  • Full Time



We are growing and would love to have you join our team! Navigant Credit Union currently has a position open in our Corporate Call Center- and we're looking to speak to some dynamic, talented individuals about joining the Navigant family.

Navigant Credit Union has long been recognized as one of Rhode Island's premier Credit Unions and has recently been recognized by Providence Business News as the #1 Best Place to Work in Rhode Island for the large employer category for the sixth year in a row! Established in 1915, we have served generations of satisfied members with our focus on providing customer service unmatched in the industry. 

We offer competitive pay and great employee benefits, including medical, dental and vision coverage for you and your dependents, life and disability insurance plans, 401K program with company match and time off benefits to promote work/life balance; on-site banking at our corporate office in addition to our 20 other branches. Navigant Credit Union promotes good health and wellness by providing all employees free access to an on-site fitness center. As a growing organization, we offer opportunities for advancement as well as tuition assistance and training to position our employees to succeed. These are just some of the benefits of a career with Navigant Credit Union.

If you believe you have what it takes and you are interested in joining our team of financial services professionals, we want to hear from you!



Under general supervision, but following established policies and procedures, provides leadership and direction daily to Contact Center operations; supervises, trains and ensures that all contact center personnel deliver exceptional, value-added member experiences, aligned with the credit union's core values and mission statement; ensures that sales and service standards and goals are communicated, met and monitored; monitors member calls for quality assurance and team development; responds to questions and/or provides information from employees and members; processes requests/transactions as appropriate; assists members and potential members in understanding and utilizing credit union products and services. 

MAJOR RESPONSIBILITIES (in descending order of importance)

1. Supervises and directs personnel to ensure a professional environment that is aligned with Navigant service level standards. 

2. Motivates and leads team by example to ensure best in class service is delivered in alignment with the credit union's core values and mission statement.

3. Interviews recommends for hire, schedules, delegates, establishes performance expectations, and recommends the necessary corrective action steps for subordinate staff.

4. Handles Performance Management including yearly appraisals.

5. Identifies and evaluates career development and training needs.

6. Maintains and establishes contact center policy and procedures.

7. Coaches and develops staff in area of sales. Plans and conducts sales meetings and creates, implements and monitors sales campaigns. 

8. Ensures the adherence to departmental operational compliance and security procedures.

9. Works with outside vendors to ensure the phone system is operating correctly. Develops and recommends policies and procedures that comply with all applicable laws and regulations to improve the technology or delivery of services. 

10. Performs all duties of a Senior Member Service Consultant and Member Service Consultant, as required.  



High school diploma or equivalent (GED) education required. Ba/Bs in Business, Finance or related field preferred; Equivalent experience may be substituted for a degree. 


  1. Minimum 3-5 years contact center experience preferably in a credit union or financial institution. Previous lending, member/customer service and operations experience. 
  2. Previous supervisory and/or leadership training experience.
  3. Excellent verbal, written, telephone and interpersonal communication skills. 
  4. Excellent organizational, analytical and problem-solving skills
  5. Ability to cross sell products and services. 
  6. Ability to conduct presentations and training programs. 
  7. Ability to handle multiple projects/priorities simultaneously with an effective outcome. 
  8. Ability to deal with highly confidential information. Must possess strong service orientation skills. 
  9. PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and the Internet. 
  10. Ability to function in a commercial office environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc. Ability to lift a minimum of 25 lbs. 

Equal Employment Opportunity

It is the policy of Navigant Credit Union to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws. 

Equal Employment and Opportunity Employer/Disabled/Veteran

Full Job Description
Navigant Credit Union
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