Assistant Manager, Member Contact Center

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.

Pay

The pay range for this position is $78,419.00 - $117,628.00. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Schedule

Scheduled Weekly Hours: 40

What You’ll Be Doing

• Assists the department manager in administering the overall operation of the MCC in order to ensure that Members receive prompt, accurate, efficient and high quality service over the multiple contact channels offered to the Membership.
• Resolves Member issues and escalated concerns on Member accounts.
• Maintains good communication with all other departments ensuring the accuracy of information given to Members and MCC staff.
• Advocates for the team member in order to ensure every opportunity for success is provided.
• Ensures that department team members maintain a positive, Member-focused attitude through motivation and development initiatives.
• Responsible for ensuring the training activities for their direct reports and partners with other departments such as Learning & Development to ensure the delivery of training initiatives.
• Assists the Manager with the development of Supervisors in order to ensure the highest level of support to frontline.
• Develops and mentors direct reports to deliver the highest level of Member Service through continuous quality improvement and prudent efficiency gains.
• Assists with researching, evaluating and implementing department and/or divisional projects that pertain to the scope of the department.
• Provides consultative services to Members regarding credit union products and services and ensures that team members are providing consultative services by assessing the Member's needs, addressing their concerns and gaining agreement.
• Ensures that direct reports are compliant with policies and procedures, audit standards, remaining current on and informed of Standard Operating Procedures (SOP).
• Stays informed of changing trends within the Credit Union movement or contact center industry and offers recommendations for change.

Additional Job Functions

• Supervises team members directly, including selection, training, performance appraisal and work allocation.
• Responsible for scheduling team members.
• Helps establish, communicate and achieve the Credit Union’s goals and standards, ensuring these are fully communicated to and understood by all department team members.
• Identifies areas to streamline department and Credit Union operations.
• Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises team members.
• May act in the capacity of the Manager in their absence.
• Performs other duties as assigned.
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment-related actions.

Qualifications

• High School Diploma or GED required.
• Bachelor's Degree in a related field or equivalent years of experience required.
• 3-5 years of prior functional experience required.
• 1-3 years of prior management experience (i.e., management or lead role) required.

At SchoolsFirst FCU, we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team. If you’re excited about a position or wanting to make a career change but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferable, and you may be just the right candidate for the position or for other roles we are working on.