Assistant Connection Center Manager

Your Role

As the Assistant Connection Center Manager, you will support the daily operations of the Connection Center while providing leadership, coaching, and advanced member support. You will serve as a subject matter expert, escalation point, and operational partner to leadership—ensuring high-quality service delivery, strong team performance, and adherence to compliance standards.

What You’ll Do

• Lead, coach, and support team members to achieve performance and service goals
• Oversee daily operations across all communication channels (phone, chat, digital, etc.)
• Serve as an escalation point for complex or sensitive member concerns
• Identify and resolve workflow, volume, and service challenges
• Support departmental initiatives and continuous process improvements
• Ensure consistent, high-quality service across all member interactions
• Review digital communications (chat, messaging, etc.) to ensure professionalism and accuracy
• Hold team members accountable through coaching, feedback, and performance management
• Support onboarding and ongoing training for team members
• Identify skill gaps and implement targeted development plans
• Partner with leadership to align training efforts with business goals
• Oversee online banking and account-related approvals
• Manage fraud or account compromise situations and ensure proper resolution
• Ensure proper handling of sensitive accounts and adherence to access control standards
• Support processing of digital applications and onboarding of new members
• Aid in remote account updates, documentation, and service needs
• Promote and fulfill lending opportunities through digital channels
• Educate members and support lending growth initiatives
• Ensure adherence to member verification, fraud prevention, and regulatory requirements
• Maintain accurate documentation and support audit readiness

What We’re Looking For

• High school diploma or equivalent required
• 1–3 years of progressive experience in banking or financial services
• Experience in a contact center, digital banking, or virtual service environment
• Strong knowledge of online banking systems, fraud prevention, and member verification practices
• Understanding of consumer and business products and services with a focus on growth goals
• Leadership or coaching experience preferred
• Strong communication, critical thinking, and problem-solving skills
• Ability to manage escalations, maintain service quality, and multitask in a fast-paced environment

Physical Requirements

The physical demands described represent those required to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. While performing this role, the team member may be required to hear, see, talk, stand, walk, stoop, kneel, lift, push, pull, and grasp.