Assistant Contact Center Branch Manager - Preferred Bilingual (Spanish & English)

Greater Iowa Credit Union•Wdm, IA

5d•Onsite

About The Position

We are currently seeking an Assistant Contact Center Branch Manager to assist the Contact Center Branch Manager with the overall operation of the Contact Center. Supports the delivery of credit union products and services consistent with the financial, operational and growth related strategic plans. Responsible for the day-to-day supervision of all Contact Center Representatives in the Contact Center, including training of staff under his/her supervision. Exceeds member expectations by ensuring the highest standards of service are provided to all members. Assumes responsibility for the Contact Center in the managers absence. Location: 1630 22nd St, West Des Moines, IA 50266 Hours of Operation: Monday-Thursday 8AM- 5:00PM, Friday 8AM-5:30PM Saturday rotation 9:00AM-12:00PM

Requirements

Experience: One year to three years of similar or related experience.
Education: A high school education or GED.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Effective communication, interpersonal, and relationship building skills.
High level of service orientation.
Ability to present information with diplomacy and tact.
Working knowledge of teller, msr, and lending positions.
Proficient working knowledge of Microsoft Office software applications.
Ability to multi-task, organize, and prioritize.
Ability to lift, move, or transfer items, materials or product up to 30 lbs.

Nice To Haves

Preferred Bilingual (Spanish & English)

Responsibilities

Assists Contact Center Branch Manager and other Contact Center staff with daily operations, including inquiries, questions, and/or problem resolution.
Ensures credit union policies and procedures are compliant with state and federal regulations affecting consumer credit and depository functions.
Supports Contact Center by exhibiting a working knowledge of policies and procedures, trends, member services, depository and lending functions, and standards in the credit union industry.
Monitors work of Contact Center staff to ensure highest level of service and accuracy are provided.
Work with the manager to maintain a highly motivated, well trained staff though effective coaching.
Schedules and adjusts work hours to ensure coverage levels are adequate for providing proper service to the members.
Serves membership as needed, ensuring the highest quality member service standards.
Exhibit knowledge of online banking, opening deposit accounts, servicing members with existing accounts, and processing financial transactions.
Serves as a subject matter expert to all internal systems that supports the Contact Center.
Assist with the interviewing and selection process.
Provide input to performance evaluations, personnel actions, and performance management.
Assists with and participates in training of new and existing personnel.
Serves as a liaison for organizational projects and assists in the execution and implementation of divisional projects.
Promotes new loan and deposit products and services to achieve operational and strategic growth strategies.
Facilitates a service oriented environment by building and maintaining member relationships, while recommending product and services as needed.
Participate in community events to increase awareness of the credit union.
Foster a referral network by building relationships with membership, segmented employee groups, peers, and various community organizations and affiliations.
Perform other duties as assigned.