Robert McCaffrey

Robert McCaffrey

Customer/Member Service Manager

Seattle, WA
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Summary

Highly experienced Customer/Member Service Manager primarily in inbound contact centers and financial services. Gained expertise in Card Services (debit and credit), Digital Banking, and retail banking operations. Possesses superb interpersonal skills and consistently excels at imparting technical knowledge to the team. Able to adroitly problem-solve when faced with an adverse business situation. Dedicated to learning and continuous professional development.

Experience

2009 Jan - Present
Virtual Digital Manager
Gesa Credit Union / Seattle, WA
  • Responsible for email and chat channels and provided 2nd level phone support for digital banking for frontline staff.
  • Responsible for eight direct reports.

Member Service Manager

  • Responsible for multiple channels (phone, email, secure messaging) and skillsets (Member Services, Cards, Digital Banking, New Accounts).
  • Managed all functions of the contact center that included hiring/firing, training and development, team member engagement, workforce management, QA, and performance management.
  • Responsible for three direct reports (Member Service Assistant Managers) each with a team of 10 to 12 individuals.

Credit Services Manager

  • Expertly led a team of eight that handled several bank office functions including debit card chargebacks (fraud and disputes), ATM adjustments, and deposit research.
  • Skillfully handled an internal phone queue providing second-level support for the credit union frontline staff (call center and branches) for card inquiries and digital banking support.
  • Able to transform a team that was underperforming, disengaged, and dysfunctional, into one with sharply improved productivity, morale, and engagement.
2000 Jan - 2009 Jan
Consumer Loan Servicing Customer Service Manager
Washington Mutual Bank / Seattle, WA
  • Managed all functions of the contact center that included hiring/firing, training and development, team member engagement, workforce management, QA, and performance management.
  • Was responsible for coaching 25 to 30 agents and ensuring their successful performance.

Consumer Loan Servicing Team Lead

  • Coached team members to improve performance.
  • Handled escalated calls and customer issues.
  • Served as subject matter expert on cross functional project teams.

Consumer Loan Servicing CSR II

  • Answered internal helpline calls for other agents in the call center.
  • Mentored new hires.

Consumer Loan Servicing Customer Service Representative

  • Consistently exceeded performance and quality goals which enabled me to be promoted to CSR II.

Education

Millersville University
BS, Business Administration

BS, Business Administration (Management Concentration) - Millersville University, Millersville, PA

Western CUNA Management School - Pomona College

Graduate of Western CUNA Management School - Pomona College, Claremont, CA

Skills