Assistant Manager Contact Center

Climb Credit Union•Arvada, CO

About The Position

The Assistant Manager of the Contact Center will assist in managing all service aspects of the full-service, multi-channel contact center to ensure effective and efficient response time, quality of member service, and compliance with existing regulations and policies. Ensures contact center performance goals are met, including member satisfaction, service quality, and productivity. Monitors and evaluates staff members through careful and regular assessment to improve performance and achieve expected volume. Ensures that members' questions and problems are resolved adequately and efficiently. May personally respond to complicated inquiries or challenging customer issues when more in-depth and knowledgeable assistance is needed. Analyzes, reports and resolves members and operational issues negatively impacting service quality. Responsible for achieving service goals determined by the financial institution's strategic plan and mission. The assistant manager is an effective leader and adopts change management with agility and competence. Why Climb Credit Union As not-for-profits and member-owned financial cooperatives, credit unions are incredibly unique institutions. Earnings are returned to members in the form of better rates, lower fees and great services. Be a part of a movement that pays it forward! Climb Credit Union was founded in 1951. We’re a stable, successful and growing financial institution, which is why we need you. A suite of outstanding benefits is available to employees who work 20 or more hours a week. In addition to healthcare, dental and life insurance, 401(k), personal time off, we offer employee discounts on loans and other perks as well. Learn a ton with our on-the-job training programs and set yourself up for career and personal financial success. Climb Credit Union has been recognized as a top place to work by The Denver Post in 2024 & 2025. This award recognizes our positive work environment and goal of fostering employee satisfaction, and it's truly a testament to our efforts.

Requirements

Three years to five years of similar or related experience.
(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Strong supervisory, PC (technology), leadership, written and verbal communication skills.
Ability to lift up to 20 pounds
Ability to multi task and work with a sense of urgency in a high volume environment.

Responsibilities

Engages and assists manager in developing departmental business plans, projects, goals, strategies, and tactics.
Monitor member contact volume for remote delivery channels, tracking response times, identifying patterns, setting goals, and communicating status to staff to ensure member contacts are answered in accordance with set goals and strategic targets.
Helps monitor and update procedure to address new fraud trends.
Ensures sales and service goals are understood and met at the individual level.
Assists team members with all related functions of their department.
Assist all staff members with regards to products, regulations and changes
Monitors product delivery quality and takes action to resolve issues.
Assist staff on complex inquiries and transactions.
Answer escalated member calls to ensure prompt resolution in service recovery situation.
Provide staff training, including coaching for enhanced performance in all areas of the job including fraud, sales, and service.
Use team performance metrics as base for performance reviews for the team.
Create a high-performing team through training, motivating, and coaching team members on essential skills and knowledge to ensure each team member has the tools they need to succeed at their job.
Demonstrates a leadership style that sets an example and is approachable.
Coaches team to identify cross-selling opportunities, reviewing the conversations in regard to the products and services to help with cross-selling skills.
Prepares progress, sales and productivity reports for analysis purposes; maintains performance reports, collects, analyzes and summarizes trends for key metrics including call handling, call waiting, call accuracy and assures that appropriate records are maintained and required reports processed.
Accurately maintains member account/loan information on all systems.
Assisting staff to keep up to date with Quality Assurance audits.

Benefits

401K Employer match 100% Match on first 3% and 50% on next 2.5%
Medical, Dental, Vision Insurance
PTO (Paid Time Off) 2 additional personal days (Floating)
VTO (Volunteer Time Off) 16 hours
11 Paid Holidays
Employee Assistance plan focuses on wellness, mental health - 8 free sessions offered
Tuition Reimbursement
Employee loan rate reduction
Discounts on Climb Credit Union loans and services
Financial Investment/Counseling
Employee events throughout the year