Assistant Call Center Manager

TruStone Financial is a full-service, member-owned credit union that provides simple yet competitive financial tools to empower our members’ financial well-being. Founded by teachers in 1939, TruStone Financial has since grown to the second-largest credit union in Minnesota, with 550+ employees serving more than 200,000 members across 23 locations in Minnesota and Wisconsin. Our vision is to create exceptional financial experiences, and to do that we need our exceptional people!

About the role

This role provides structure and leadership for all Member Service Representatives, Senior Member Service Representatives, and Lead Member Service Center Representatives. Responsibilities include appointing new staff, completing and evaluating performance assessments, and cultivating employee development through coaching, mentoring, and leadership to achieve Member Service Center goals, corporate goals, and strategic initiatives. You will execute strategies to maintain cost control through appropriate staffing and efficient work processes across all delivery channels. Additionally, you will contribute to strategically focused committees, researching and developing enhancements to new technologies and product offerings. Ensuring all levels of staff are empowered to deliver on our Core Values is a key commitment.

Responsibilities

• Provide leadership and structure for Member Service Representatives, Senior Member Service Representatives, and Lead Member Service Center Representatives.
• Appoint new and additional staffing and complete performance assessments.
• Cultivate employee development through coaching, mentoring, and leadership.
• Execute strategies to maintain cost control through appropriate staffing and efficient work processes.
• Contribute to strategically focused committees relating to research and development of enhancements to new technologies and product offerings.
• Ensure all levels of staff are empowered to deliver on TruStone Financial’s Core Values.

Requirements

• Associate’s Degree or equivalent work experience.
• 5+ years of customer service or contact center experience, including financial services experience.
• 2+ years of previous supervisory or proven leadership experience.
• Excellent customer service and sales skills.
• Experience with computer systems including MS Office.
• Strong verbal and written communication skills.
• Ability to be self-directed while displaying initiative and decision-making skills.
• Ability to maintain a high level of professionalism while working under pressure.
• Excellent organizational and project management skills.
• Compliance with the Bank Secrecy Act and all its provisions.
• Ability to pass a pre-employment drug test and various background checks.
• Regular and reliable attendance at the workplace.

Schedule

40 hours per week, Monday through Friday between 8:00am – 5:30pm, with rotating Saturdays from 9:00am – 1:00pm at the Plymouth Corporate Office. This is an exempt position.

Pay

The salary range for this position is $54,400 to $68,000 per year.

Benefits

• Competitive pay and incentive programs for all positions.
• Health insurance with the ability to choose between a Traditional Health Plan or Health Savings Plan.
• Affordable dental and vision insurance coverage.
• 22 days of paid time off annually for full-time employees (accrual equivalent for part-time), with additional PTO based on tenure.
• 10+ paid holidays each year.
• Up to 16 hours of paid time annually to volunteer for organizations you are passionate about.
• 401(k) with 50% employer match on the first 6% you contribute.
• After one year of service, an additional 3% safe harbor employer contribution to your 401(k), immediately 100% vested.
• Eligibility for profit-sharing opportunities in the form of a contribution to your 401(k) account.
• Employer-paid Short Term and Long Term Disability benefits.
• Employer-provided life insurance up to 2.5x your base salary, with the option to purchase additional coverage for yourself, spouse, and eligible dependents.
• Reimbursement for higher education expenses up to $5,250 per calendar year (including tuition, books, and activity fees).
• Career development opportunities, including the STEP job shadow program, TruStone Academy certification courses, and a Mentorship Program.
• Special employee discounts when you join TruStone Financial as a credit union member.
• Employee activities, events, discounts, and many other great benefits and perks.