Job Description

Job Description

Job Description

Position: Chat Manager

Starting Pay: $55,875.62 Annual

Benefits: Yes

FLSA Status: Exempt

Employment Status: Full Time

Location: Grand branch, Laramie.

EXAMPLES OF DUTIES:

Assists the Director of Contact Center Operations with the overall operation, hiring process, and employee management of the online chat, email, and text support services. Assists with operations, scheduling staff, resetting passwords, answering questions on products and services, policies and procedures, and rules and regulations. Manages a chat center team and oversees their performance.

Receives, responds, assists, directs, and supervises incoming and outgoing chats, emails, and text messages. Promotes and sells products and services via online services. Continuously checks online messages and replies to messages accordingly. Establishes, maintains, and closes a variety of financial savings and transactional accounts within established boundaries. Coordinates and assists with the administrative support duties for Operations Department to be a key leader in continuously improving online support services. Enthusiastically promotes UniWyo FCU products and services. Ensures Credit Union policies and procedures are adhered to.

Responds to member’s requests, concerns, problems, and complaints regarding their accounts and other issues. Communicates and conveys information to members. Identifies member’s needs and directs them to appropriate departments. Evaluates and promotes products that may be beneficial to members. Responds to members requests and questions in a timely fashion accurately and concisely.

Performs a variety of management and supervisory functions. Oversees and manages staff and personnel. Interviews prospective employees. Hires and/or recommends hiring. Coordinates, prioritizes and assigns tasks and projects. Tracks and reviews work progress and process. Evaluates work progress. Creates and maintains a cross-selling environment within the department. Recommends and/or undertakes subsequent performance related actions. Develops, recommends and/or implements corrective actions. Recommends and implements disciplinary actions up to and including suspension and/or termination.

Performs a combination of correspondence related functions. Compiles information and routes to appropriate departments. Prepares, updates and maintains files. Enters data into electronic and/or manual recording systems. As required, assists the Director of Contact Center Operations and Vice President of Operations. Responds to inquiries made in writing, by phone and/or in person.

Assists with the training of new employees and assisting with scheduling and overrides. Recommends changes to existing policies and procedures. Creates and reviews a myriad of chat volume reports.

Responsible for compliance with the Bank Secrecy and Anti Money Laundering Acts including monitoring for such illegal activity as it applies to this position.

Performs other duties as assigned or required.

KNOWLEDGE, SKILLS, AND OTHER CHARACTERISTICS:

• Knowledge of applicable credit union rules, ordinances, codes, regulations, administrative orders, case law and other governing rules and regulations.
• Knowledge of the Credit Union’s policies and procedures.
• Knowledge of the principles of file and records management.
• Knowledge of the principles of customer service.
• Skill in assessing and prioritizing multiple tasks, projects and demands.
• Skill in working within deadlines to complete projects and assignments.
• Skill in assessing, analyzing, identifying, and recommending solutions to problems.
• Skill in establishing and maintaining effective working relations with co-workers, other UniWyo FCU employees, representatives from other credit unions, public and/or others having business with UniWyo FCU.
• Skill in operating a personal computer utilizing a variety of software and operating systems/applications.

MINIMUM QUALIFICATIONS:

A high school diploma or GED AND one (1) year of relevant clerical, banking, member service or closely related experience OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

ADDITIONAL REQUIREMENTS:

• Must be proficient in word processing and current spreadsheet software.
• May be required to move and/or transport heavy, bulky supplies, materials and/or other items weighing up to 40 pounds.
• May be exposed to potential physical harm and infectious diseases.
• May be required to work outside the traditional work schedule.

HOW TO APPLY :

An application is required through the UniWyo CU Human Resources, 2020 Grand Ave. Suite 100, or Interested applicants in need of reasonable accommodation may call Human Resources at 307-721-5612. Application deadline: 10/06/2025. EOE/ADA employer.

Notice of E-Verify Participation
This organization participates in E-Verify. The employer will provide the federal government with the form I-9 information to confirm an employee's authorization to work in the U.S. Notice of Participation and the Department of Justice "Right Work" are available here and here .

Most communication will be done electronically. Please check email, including spam folders.

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