Service Center Assistant Manager

About the role

To assist in and manage the operations and staff of the call center both inbound and outbound calls. To ensure quality service to the members and enhance their financial relationships with the credit union.

Location

Remote within the MACU footprint. This position is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.

Schedule

Monday – Friday, 10:00 am – 7:00 pm MDT with rotating Saturday and Sunday shifts. Hours could change due to business need.

Responsibilities

• Coach and train call center agents regarding sales and servicing techniques.
• Educate external members regarding products and services.
• Use AAA to excel in member experience while leveraging products and services to improve members’ financial lives.
• Supervise employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, and career development.
• Assist agents in resolving problem accounts and escalations, while coaching for continuous improvement to enhance agents’ daily productivity.
• Monitor agents’ calls and review key metrics daily, weekly, and monthly to ensure quality standards and all policies and procedures are met.
• Assist in budget and departmental planning sessions, driving innovation and improvements across the department.
• Manage multiple channels of member contact (inbound and outbound) — phone, chat, email, mail, applications, etc.
• Perform audits to ensure compliance with external regulations and internal procedures.
• Hold approval authority for business decisions related to supervised call center agents.
• Perform other duties as assigned.

Requirements

• Experience: Three years of similar or related experience, including call center supervisory experience.
• Education: Two-year college degree or completion of a specialized course of study at a business or trade school (or equivalent).
• Computer/Office Equipment Skills:
  • Basic computer operating skills.
  • Advanced skills in Microsoft Office (Outlook, Word, Excel).
  • Good knowledge and confidence working with Symitar.
  • Minimum typing speed of 35 words per minute.
  • 10‑Key experience.
• Managerial Responsibility: Direct or indirect supervision of assigned staff; estimates personnel needs, assigns work, coaches, reviews performance, recommends candidates for employment, conducts performance evaluations and salary reviews, and applies company policy/disciplinary action.
• Other Skills and Abilities:
  • Thorough knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions.
  • Ability to coach and direct the work of others to deliver quality service.
  • Basic knowledge of Automated Call Distributing systems and other telecommunications equipment.
  • Ability to supervise and lead others to give quality service.
  • Ability to sell financial services and train/coach others in referring credit union products and services.
  • Ability to work in a team environment and promote teamwork among staff.

Physical Requirements & Working Conditions

• Physical Demands: Ability to talk, hear, sit, use hands to handle or feel, and reach with hands and arms consistently.
• Vision Requirements: Close vision (clear at 20 inches or less) and distance vision (clear at 20 feet or more).
• Lifting: Ability to lift up to 10 lb consistently and up to 25 lb occasionally.
• Environment: No unusual environmental factors; moderate noise (business office with computers, printers, light traffic).