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Fortera Credit Union


Contact Center Manager (Internal Only)

Contact Center

Clarksville, TN
ID: 543 - 064



The Contact Center Manager oversees all aspects of the member relationship delivered through remote communicate channels which include phone, email, chat and secure message. This position makes recommendations for improving systems and processes that will help us exceed our member’s expectations by providing them with an exceptional service experience in a remote environment. Most importantly, the Contact Center Manager is expected to create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals.


  1. Manages all delivery channels for members to ensure departmental and organizational service levels are maintained or exceeded.
  2. Coaches and trains the Contact Center team on product knowledge of all e-banking products to build usage and migrate members to more efficient channels.
  3. Ensures the service quality of the team meets both the Contact Center and Fortera’s standards for exception member service through various methods to include regular coaching sessions with team members and monthly call quality monitoring.
  4. Assists with the creation and implementation of standard operating procedures for the Contact Center team.
  5. Handles escalated member issues to maintain and repair member relationships.
  6. Assists with reporting, analyzing, and tracking trends within the contact center and provides recommendations to the Director, Contact Center Operations regarding process improvement.
  7. Works with the Director, Contact Center Operations to establish internal production, productivity, quality and member service standards.
  8. Fosters and maintains an atmosphere of innovation and continuous improvement.
  9. Maintains ongoing communication with the Director, Contact Center Operations informing him/her of all pertinent problems, changes, new developments and any other important information within area of responsibility.
  10. Completes various special projects as assigned by the Director, Contact Center Operations.
  11. Participates in community and civic programs to promote an awareness of the Credit Union in the community.
  12. Comply with Credit Union policies, procedures and regulatory requirements, especially requirements related to electronic processing of account data, i.e. ARU and Internet services.
  13. Recruits, hires, trains, manages (coaches/counsels), and provides directives to staff including monitoring goals, objectives, managing day-to-day operational activities and performing annual performance reviews.
  14. Provides day-to-day oversight responsibility for ensuring compliance with regulatory laws as they relate to functions within their departments to include OFAC, Bank Secrecy/Anti-Money Laundering Act and USA Patriot Act compliance.
  15. Attends and participates in all meetings, trainings and committees as required.
  16. Ensures the work area and equipment is clean, secure, and well maintained.
  17. Performs other duties as assigned by management. 


  1. Contact Center operations are effective and professionally conducted.
  2. Contact Center team members have strong product and process knowledge.
  3. Increased usage of e-banking products and services to migrate members to more efficient channels.
  4. Maintains a center of excellence for our membership that represents the credit union in the most professional way.
  5. Fortera Core Values are satisfactorily demonstrated.


Special Note: Fortera Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, sex, race, color, national origin, disability, pregnancy genetic information, religious preference, protected veteran status, sexual orientation, gender identity or any other trait protected by state or federal law.

Please be advised, visa sponsorship is not available for this position.


Required Skills

Required Knowledge/SKILLS:

  • Preference for working in organizations that place priority on personal humility, diversity, inclusion, teamwork, and collaboration.
  • Able to accurately assess the cultural environment, exhibiting emotional intelligence and appropriate sensitivity while maintaining individuality and authenticity.
  • Strong organizational and sound decision making skills.
  • Strong attention-to-detail and analytical thinking skills.
  • Strong understanding of member service principles.
  • Strong supervisory abilities. Able to coach, train and motivate supervisors and teams.
  • Excellent oral, written and interpersonal communication skills. Able to establish and maintain effective working relationships with others.
  • Able to create momentum and promote change
  • Able to use a PC, related software applications and standard office equipment.
  • Able to work well under pressure while always promoting a professional image of the Credit Union.
  • Required to work extended hours and Saturdays.
  • Regular and predictable attendance


Finger DexterityUsing primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. 

Grasping: Using fingers and palm on an object. 

TalkingEspecially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. 

Repetive Motion: Movements frequently and regularly required using wrists, hands, and/or fingers. 

Average HearingAble to hear average or normal conversations and receive ordinary information. 

Average Visual AbilitiesAverage, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery. 

Physical StrengthSedentary work; sitting most of the time.  Exerts up to 10 lbs. of force occasionally.  (Almost all office jobs.)  


None: No hazardous or significantly unpleasant conditions.  (Such as in a typical office.) 


Reasoning AbilityAbility to provide common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.                        

Mathematics Ability:  Ability to perform basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterpart). 

Language Ability: Ability to use passage vocabulary of 5,000-6,000 words: read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences using proper pronunciation and using adjectives and adverbs. Ability to communicate I complex sentences, using normal word order with present and past tenses and good vocabulary. 

Required Experience



  • High school graduate or equivalent required; associates degree preferred
  • Additional computer and member service training preferred. 


  • Three to five years of related Call Center management experience.
  • Financial institution experience preferred.