Assistant Manager, Contact Center - Branchburg, NJ ON SITE

Financial Resources Federal Credit Union Inc•Branchburg Township, NJ

18d•Onsite

About The Position

Financial Resources FCU has been designated one of the Best Places to Work in NJ since 2022! At FRFCU, we are "putting people first" and that starts with our employees! Come see why our team members have voted us for Best Places to Work in NJ for 4 consecutive years! Financial Resources is a not-for-profit federal credit union with locations in Somerset, Hunterdon, Middlesex, Hudson and Union Counties. With a history of serving our members for more than 100 years, we have grown to more than $600 million in assets serving more than 29,000 members with 7 public access branches and a team of 100 employees. Financial Resources Federal Credit Union (FRFCU) is looking for an energetic and enthusiastic Assistant Manager, Call Center to join our team in putting members first and making a difference in peoples’ lives! The Assistant Manager is responsible contributing to the profitable growth of the call center by managing the sales, service and day-to-day operations of team members. The Assistant Manager ensures sales and service goals are met, staff levels are adequate, members are satisfied with products and services and work is performed in compliance with standards, policies and procedures. We are seeking banking professionals with a passion for client servicing and experienced in acquiring, retaining and expanding banking relationships of our members while demonstrating the FRFCU culture! Financial Resources is a not-for-profit federal credit union with locations in Somerset, Hunterdon, Middlesex and Hudson Counties. With a history of serving our members for more than 100 years, we have grown to more than $650 million in assets serving more than 29,000 members with 6 public access branches and a team of 100 employees. We are available Nationwide!

Requirements

Five years of similar or related experience - Banking experience is a must - Call center in a bank is preferred
Strong computer skills and the ability to multitask with different software programs
Requires strict attention to details and thoroughness in the completion of job duties.
Requires developing constructive and cooperative relationships with others
Knowledge of principles and practices to ascertain and assess member needs, meet quality standards of member service, and evaluate member satisfaction.
Strong oral and written communication skills.

Responsibilities

Develop rapport and build lasting relationships with members through friendly conversation and active listening.
Meet members’ needs by conducting accurate needs assessments, inform members on how to best conduct their financial needs, and provide service that meets the credit unions standards and quality of service as indicated in our guiding principles.
Process member transactions such as deposits, withdrawals, transfers, and payments, accurately and efficiently.
Conduct daily call center operations such as, scanning work, and filing paperwork.
Manage the online account opening channel and enter consumer loan applications. Real estate secured loan applications can only be entered if registered as a Mortgage Loan Originator (MLO).
Review the loan status queue to ensure that all approved loans are closed. Ensure that all loan exception report items are corrected.
Meet sales goals by describing the benefits of and suggesting appropriate products and services that meet members’ needs.
Respond to Secured Messages via the Online Banking channel
Provide guidance to the Virtual Banking Specialists assisting members with account transactions via the Interactive Teller Machine.
Review recorded calls of staff and provide feedback to ensure quality of calls.
Coach team to cross sell products and services by determining member needs, referring members to appropriate business partner, and following up to ensure contact has been made. Ensure that onboarding 2x2x2 calls are completed.
Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Assist members with inquiries and solve problems in a professional and courteous manner answering member requests within 24 hours.
Manage the work of the staff, assign specific duties, and ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
Keep staff informed of sales, product, operations, compliance, policy, procedure, and regulatory changes and updates.
Develop a team of high-performing sales and service team members by participating in the hiring, coaching, and performance management processes.
Identify the development needs of staff members; provide coaching and training to help staff members improve their knowledge, skills, and job proficiency.
Evaluate staff members’ job performance, including personal, interpersonal, and technical knowledge, skills, abilities, on a regular basis as determined by company procedures, and recommend appropriate actions. Assist in completing mid-year and annual performance appraisals.
Monitor call center activity, including numbers of transactions, volume, errors, new accounts, types of calls, referrals. Meet call monitoring quality objectives

Benefits

Work Life Balance Programs
A competitive salary
Generous paid time off
Health, dental and vision plans for employees and their families
Health Savings and Flex Spending Accounts
Paid Parental Leave Programs
Short and Long-Term Disability Programs
Company provided life insurance and low-cost supplemental insurance plans
401K with 100% employer match, up to 6%, after one year and potential for additional profit-sharing contributions
Paid volunteer days
Opportunities for career advancement with continuous learning and development
Tuition reimbursement