Assistant Connection Center Manager

Vibe Credit Union•Novi, MI

21h

About The Position

As the Assistant Connection Center Manager, you will support the daily operations of the Connection Center while providing leadership, coaching, and advanced member support. You will serve as a subject matter expert, escalation point, and operational partner to leadership—ensuring high‑quality service delivery, strong team performance, and adherence to compliance standards. This role blends leadership, operational excellence, and member advocacy, helping deliver a consistent and outstanding experience across all communication channels.

Requirements

High school diploma or equivalent required
1–3 years of progressive experience in banking or financial services
Experience in a contact center, digital banking, or virtual service environment
Strong knowledge of online banking systems, fraud prevention, and member verification practices
Understanding of consumer and business products and services with a focus on growth goals
Strong communication, critical thinking, and problem‑solving skills
Ability to manage escalations, maintain service quality, and multitask in a fast‑paced environment

Nice To Haves

Leadership or coaching experience preferred

Responsibilities

Lead, coach, and support team members to achieve performance and service goals
Oversee daily operations across all communication channels (phone, chat, digital, etc.)
Serve as an escalation point for complex or sensitive member concerns
Identify and resolve workflow, volume, and service challenges
Support departmental initiatives and continuous process improvements
Ensure consistent, high‑quality service across all member interactions
Review digital communications (chat, messaging, etc.) to ensure professionalism and accuracy
Hold team members accountable through coaching, feedback, and performance management
Support onboarding and ongoing training for team members
Identify skill gaps and implement targeted development plans
Partner with leadership to align training efforts with business goals
Oversee online banking and account‑related approvals
Manage fraud or account compromise situations and ensure proper resolution
Ensure proper handling of sensitive accounts and adherence to access control standards
Support processing of digital applications and onboarding of new members
Assist with remote account updates, documentation, and service needs
Promote and fulfill lending opportunities through digital channels
Educate members and support lending growth initiatives
Ensure adherence to member verification, fraud prevention, and regulatory requirements
Maintain accurate documentation and support audit readiness