Member Care Team Assistant Manager

About the role

We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team. Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry. Stanford FCU is a $4.5 billion company with a global reach of over 95,000 members in 90 countries and growing!

Responsibilities

• Assist staff in maximizing productivity and delivery of quality service in a consistent manner to our members.
• Monitor staff performance, coaching, and training.
• Ensure all levels of member service are maintained by all employees; train and coach member care employees.
• Assist with orientation of new employees and staff training sessions; ensure personnel are well trained in all phases of their respective positions.
• Perform cross-training as necessary.
• Ensure members’ requests and questions are promptly resolved; handle customer complaints.
• Keep members informed of company services and policies.
• Assist with supervising work scheduling and approving all sick, leave, vacation, and overtime timesheets for employees.
• Ensure the department has sufficient coverage on the schedule.
• Provide escalation support and audit department procedures.
• Conduct approvals and overrides.
• Utilize and demonstrate execution of all operational systems and procedures to service members and train staff, including phones, chats, secure messaging, and SMS.
• Manage and schedule member appointments.
• Monitor potential member escalations; review and respond to negative feedback surveys.
• Serve as backup in case Member Care Manager or Member Care Specialist is unavailable.
• Ensure all inboxes, logs, and reports are up to date.
• Manage auditing and reporting for the department as needed.

Requirements

• One to three years of contact center and/or financial service experience in a leadership role.
• Well-versed knowledge of banking accounts, including but not limited to: Trusts, Estates, Business Accounts, Savings Accounts, and Retirement Accounts.
• Understanding of contact center policies, procedures, and metrics.
• Ability to exercise good judgment to reach decisions and obtain desired results within broadly defined practices, policies, selection methods, techniques, and criteria for evaluations.

Benefits

• 100% paid employee medical, dental, vision, life/AD&D, and short-term disability insurance for the employee; 50% paid for dependents.
• Quarterly incentives up to 10% of your salary (based on position).
• Employer 401(k) matching up to 5% plus additional annual discretionary contributions.
• Education reimbursement up to $5,200/year.
• Employee recognition program with cash incentives.
• Commuter toll reimbursement $100-$200/month (based on position).
• Wellness benefits up to $1,200 per year.
• Paid sick time accrues at two weeks per year.
• Paid vacation time accrues at three weeks per year.
• Paid federal banking holidays (approximately 11 per year).
• Ongoing training and education, seminars, and conferences.
• Loan rate discounts on some products (vehicle, mortgage, and HELOC loans).
• Waived fees and deposit bonuses on Stanford FCU accounts.
• Flex health/transit plan availability.
• Employee Assistance Program with free benefits like counseling, help finding legal assistance, and daycare resources.

Stanford Federal Credit Union provides competitive pay ranges based on factors such as (but not limited to) the scope and responsibilities, qualifications needed for the position, and external market pay for comparable positions.