Customer Service Assistant Manager

About the role

When you join the Members 1st team, you become part of something much bigger than a credit union. You become part of our faM1ly—a tight-knit bunch with big dreams and even bigger values. It is an exciting time for us as we continue to grow, and we hope that you will choose to grow along with us. Wanting the absolute best for our associates means more than just competitive pay. It means fantastic healthcare, paid benefits, opportunities for professional advancement and work-life balance—and best of all, a place where you are accepted and respected for your individuality.

Responsibilities

• Supervise the daily operational activities of contact center associates and ensure high levels of associate performance and production that result in unparalleled member experiences.
• Guide all aspects of overseeing a team of contact center associates, processing inbound member requests, and ensuring quality of contact center transactions, interactions, and sales, including but not limited to:
• Evaluating associate performance and effectiveness and the resulting member experience using quality monitoring.
• Monitoring associate attendance, schedules, and punctuality to ensure associate resources are in place when scheduled and needed.
• Responsible for the highest level of associate engagement possible.
• Assisting associates with account-specific inquiries and escalated member concerns.
• Handling escalated member and associate interactions.
• Answering incoming interactions and handling other work when volumes dictate.
• Opening and closing the department.
• Reviewing and managing reports.
• Selecting qualified candidates, training, onboarding, and mentoring new associates, and providing ongoing coaching through monitoring performance levels and metrics.
• Ensuring successful consultative sales performance by each associate by influencing, educating, and monitoring associate performance.

Skills

• Excellent communication and interpersonal skills
• Attention to detail and accuracy
• Thorough knowledge of credit union products, services, policies, and procedures
• Strong ability to recognize and offer sales opportunities
• Strong ability to coach and advance individuals
• Advanced analytical and problem-solving skills
• Familiarity with PCs and applicable software

Competencies

• Effective knowledge
• Accountability and self-management
• Teamwork and leadership
• Communication
• Innovation and problem-solving

Working Conditions / Physical Demands

• Ability to communicate effectively in English, both orally and in writing
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
• Ability to sit for extended time periods
• Sufficient manual skill for operation of PC keyboard and other standard office equipment
• Ability to travel, including occasional overnight travel
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull, or move objects

Qualifications

• 3–5 years of related experience; 1–3 years of leadership/management experience
• Does not require a valid driver’s license
• Education level: general and business knowledge equivalent to an associate’s degree

About Us

At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of WE>me.

Company Culture is at Our Core

If there is one concept we want you to understand about us, it is this: WE. It is a simple little word but means everything here. We think as one. One faM1ly. One community. One place where everyone belongs. Everything we do is in the best interest of all of us.

What WE Believe

• Our Mission: WE serve our members, associates, and communities through support, empowerment, and meaningful relationships.
• Our Vision: WE are growing our faM1ly by delivering everything they need to live well financially, through all life’s moments and milestones.
• Our Values: WE deliver unparalleled experiences through a culture of WE. WE > me. WE are servant leaders—at work and in the communities we serve. WE are financially safe and sound stewards of members’ dollars. WE are faM1ly.

Compensation Overview

We are excited to offer a competitive salary for this position. This figure serves as the entry point in our salary range, and there is potential for the actual salary to be higher based on a variety of factors, such as your experience, skills, education, and location. We believe in recognizing and rewarding talent, so our compensation packages are thoughtfully designed to reflect the unique qualifications and contributions of each candidate.

The minimum salary for this position is $54,000+/yr.