Workforce Planning Coordinator

About Us

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 14 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 + billion-asset credit union, we are deeply committed to our members’ financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support.

At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org. 

About the Role

Kitsap Credit Union is searching for a Workforce Planning Coordinator to work out of our East Bremerton office. This position is responsible for supporting the Accounts Control leadership team by effectively optimizing resources between call queues and offline tasks based on priorities. This position will support leadership by monitoring Agent efficiency intra-day and trended over time to improve overall performance. This position plays a key role in all aspects of maximizing call handling efficiency.

Quick Facts

Reports to: Director, Accounts Control

Employment Type: Full-time, hourly, non-exempt, hybrid

Salary Range: $32.06 - $38.63/hour depending on experience

Bonus Target: 6% potential incentive of base pay

Working Hours: Monday - Friday 9AM - 5PM

Grade: 8BC

Industry: Banking

Principal Accountabilities

• Schedule Accounts Control employees efficiently based on delinquency volume and staffing levels. Maintain accurate staffing data in workforce management software by inputting schedule changes, coordinating off-phone activities, inputting approved time off, etc.
• Run reports in the NICE system and Temenos system to identify opportunities to improve Agent efficiency.
• Partner with Supervisors and Trainers to coach Agents on call handling best practices focused on efficient call handling.
• Analyzes call volumes, patterns, issues, and trends and compile statistics for the leadership team on a monthly or as-needed basis. Identify issues and make recommendations on initiatives to support process improvement and plans for future growth.
• Assist with the development, deployment, and management of new technology solutions utilized by the Accounts Control department.
• Handle workforce related technical support, open tickets with appropriate vendor as needed, document outages and system issues, then coordinate with department leadership to quantify impact. Control access management for all accounts control vendor sites.
•  Track, evaluate, and report on operational performance of Accounts Control vendors. Develop, recommend strategies, and hold vendors accountable for service level agreements to increase efficiency. Identify key priorities and activities within the scope of business and recommends improvements for processing and communication.
• Manage high level administrative functions including reporting of Key Performance Indicators, month end reports, manage internal procedures platform, participate in companywide projects while looking for opportunities of improvement or revision.
• Lead quality control assurance audits and assessments and provide feedback to Supervisors/Manager.
• Contribute to effective department and credit union operations by performing other related duties as assigned.

Required Skills and Abilities

• Excellent interpersonal communication skills including effective listening, speaking, and writing.
• Proficient in Microsoft Office applications.
• Ability to learn and maintain strong level of expertise with Kitsap Credit Union’s core operating systems, collection systems, and self-service technology (iPhones, Androids, etc.).
• Ability to handle stress in a high volume and fast-paced environment.
• Ability to establish priorities, work independently, and proceed with principal accountabilities without supervision.
• Experience with forecasting and scheduling or experience with quality control assurance using automated tools withing calling or collection system.
• Strong understanding of financial management and strategies to ensure productivity results.
• Strong organizational and prioritization skills; ability to manage multiple tasks, projects, and timelines.
• Demonstrated ability to collaborate effectively with management and staff.
• Demonstrates a high level of engagement and active collaboration contributing to a positive team environment.
• Understand, model, and represent KCU’s core values.

Qualifications and Education Requirements

• High School diploma or GED.
• Minimum one year customer service in a high-volume call center environment.
• Availability on Saturdays and extended business hours.

Preferred Qualifications

• Bachelor’s degree in Business or related field, or equivalent combination of education and experience.
• Advanced Microsoft Excel skills including pivot tables, v-lookups, if-then formulas, and macros.
• Previous financial institution experience a plus.

Supervisory Status

This position does not supervise others.

Working Conditions

This position will be required to work in an office environment with moderate noise levels, and, with or without reasonable accommodation is required:

• Constantly operates a computer and other office productivity machines.
• Constantly positions self in work environment.
• The person in this position frequently communicates with peers, supervisors, vendors, and employees to exchange accurate information and answer questions.
• Must be able to detect objects at a distance.
• On occasion will move up to 20 pounds of office objects.
• Works in an indoor office environment but expected to attend meetings in buildings that require travel in outdoor weather conditions.

Our Values

Integrity: We believe in acting with honesty, trust, and respect which are at the forefront of our daily engagement.

Responsibility: We believe that responsibility is holding ourselves accountable for our decisions, actions, and their outcomes.

Collaboration: We believe in the power of a diverse group of people working together to achieve a united outcome.

Authenticity: We believe activities in actions that demonstrate our commitment to be transparent, dependable, and genuine in every day.

What We Offer

Not only are we one of the largest credit unions in Washington State, and growing, but we are also a company that cares about its employees. We back that up for our employees by offering competitive pay and a benefits package that helps support you and your family’s lifestyle. We value our employees, and we strive to keep our benefits comprehensive and affordable. Some of our benefits include:

Careers | Kitsap Credit Union (kitsapcu.org) 

• Free onsite parking
• Annual time off and sick time accrued
• 11 Paid holidays
• 1 Personal floating day
• Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
• Employee Assistance Program
• Choose from a PPO medical plan or a High Deductible with a Health Savings Account
• 3% KCU funded Safe Harbor Contribution to your 401K
• KCU will match up to 2% of your 401K contributions
• All 401K contributions are 100% vested
• Potential annual incentive in all roles within Kitsap Credit Union
• Tuition reimbursement
• 8 hours of paid volunteer time off
• Discounts on KCU's products and services
• Enjoy unlimited ORCA transit access through KCU for less than $45 a year—your cost as an employee

We believe in the power of belonging – it’s in our DNA as a not-for-profit, member-owned cooperative. Our un-bank-like structure ensures that we remain all about people: our members, our employees, and the people in the communities where we live and work. We work hard to provide a collaborative and inclusive environment where you can grow and excel in your career.

We are dedicated to serving our members by providing personalized experiences, convenient access, and highly competitive products and services. But it goes much deeper than that. For more than 86 years, we have been relentless about making a positive difference in our communities. We understand that when our members and communities succeed, we all succeed, and that success can’t happen without great employees.

****** Employment is contingent upon satisfactory background checks.  Kitsap Credit Union is an Equal Opportunity Employer. All qualified applicants for employment will receive consideration without regard to sex, marital status, race, color, religion, national origin, age, veteran status, disability, genetic information, or any other protected status. ******  

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