Service Center Loan 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.

Responsibilities

• Coaches and trains call center agents regarding sales and servicing techniques.
• Educates external members regarding products and services.
• Uses AAA to excel in member experience while leveraging our Products and Services to improve the member’s financial lives.
• Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc.
• Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent’s daily productivity.
• Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met.
• Assists in the budget and departmental planning sessions driving innovation / improvements across the department.
• Ability to manage multiple channels of member contact (Inbound and Outbound) - phone, chat, email, mail, applications, etc.
• Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures).
• Holds approval authority in making business decisions related to call center agents supervised.
• Performs other duties as assigned.

Requirements

Experience: Three years of similar or related experience

Education: Two-year college degree or completion of a specialized course of study at a business or trade school or equivalent

Skills

• Computer/Office Equipment Skills:
  • Basic computer operating skills.
  • Advanced skills in Microsoft Office (Outlook, Word, Excel)
  • Good knowledge and confidence working with Symitar.
  • Ability to type a minimum of 35 words per minute.
  • 10-Key experience.