Manager, AACU Member Advocacy Center Operations and Quality Assurance

About the role

The role is responsible for managing the daily operations and quality control efforts for the Member Advocacy Center, which is the main member contact department for the Credit Union.

Responsibilities

• Act as the day-to-day supervisor for various Team Leads and support staff, managing their schedules and team assignments; assist as needed with guidance on team-related issues as they arise
• Support the overall department operation and serve as primary backup manager, as needed
• Develop, implement and maintain a continued department education program for agents in partnership with Training
• Coordinate the daily operations of the Member Advocacy Center, which includes shift scheduling, assigning work items, vacation bids, vacation/sick time balances, training, hiring and departmental audits
• Responsible for high-quality service level metrics and delivery of quality member service content for department activities including timely responsiveness, proper and thorough member ID verification, courteous and accurate member assistance, and effective sales and cross-selling efforts
• Create and sustain a member advocacy culture to ensure high levels of productivity and member service
• Lead quality control initiatives through monitoring, addressing service level and talk time issues, remediating adverse member interactions, handling escalated member calls, and reviewing and acting on other quality control measures
• Ensure the appropriate asset utilization, including prudent expense control, staff scheduling, and management of company resources to achieve the highest levels of performance at the lowest reasonable expense
• Direct and create proper reporting programs to provide on-going departmental performance results
• Absorb and maintain the documentation of compliance activities and work performed as required by policy
• Perform other duties as assigned

Requirements

• Minimum Qualifications - Education & Prior Job Experience: High school diploma or GED, Previous supervisory or management experience, preferably in a call center, or a combination of education and experience that provides the necessary skills
• Preferred Qualifications - Education & Prior Job Experience: Experience with credit union policies, procedures, practices, guidelines, systems and culture, as would customarily be acquired through a minimum five years of experience with AACU, Experience with credit union and call center systems, including Episys, Link, Synapsys, Interactive Intelligence, Q2, Live Chat, etc.

Skills, Licenses & Certifications

• Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint) gained through either work experience with the software or education and hands-on use of the software
• Passionate about serving members with the highest level of excellence and demonstrated by a proven track record of exceptional member relations
• Demonstrated superior people management, interpersonal and employee engagement skills, to include directing, coaching, counseling and motivating staff
• Supervise multiple staff personnel
• Excellent oral and written communication skills
• Well-developed general technical competence to effectively deal with issues related to internet banking and the systems supporting these portals
• Handle multiple projects and activities simultaneously under deadlines & high volume stress of project work
• Exceptional analytical and critical thinking skills to develop and improve processes
• Comfortable and effective interaction with all levels of the Credit Union, including senior management
• Makes sensible independent judgments and decisions
• Travel on company business and work extended hours or a flexible schedule when travel or business demands require
• Maintain satisfactory performance and attendance
• Pass applicable American Airlines and Credit Union pre-hire compliance checks

Benefits

Feel free to be yourself at American. Feel free to take advantage of all that American Airlines has to offer: Travel Perks, Health Benefits, Wellness Programs, 401(k) Program, and additional benefits like Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more.