Assistant Manager, Member Contact Center

SchoolsFirst Federal Credit Union•Riverside, CA

9d•Onsite

About The Position

Assists the department manager in administering the overall operation of the MCC in order to ensure that Members receive prompt, accurate, efficient and high quality service over the multiple contact channels offered to the Membership. This position will also resolve Member issues and escalated concerns on Member accounts. Maintains good communication with all other departments ensuring the accuracy of information given to Members and MCC staff. Advocate for the team member in order to ensure every opportunity for success is provided. Ensures that department team members maintain a positive, Member focused attitude through motivation and development initiatives. Responsible for ensuring the training activities for their direct reports and partners with other departments such as Learning & Development to ensure the delivery of training initiatives. Assisting the Manager with the development of Supervisors in order to ensure the highest level of support to frontline. Develops and mentors direct reports to deliver the highest level of Member Service through continuous quality improvement and prudent efficiency gains. Assists with researching, evaluating and implementing department and/or divisional projects that pertain to the scope of the department. Providing consultative services to Members regarding credit union products and services and ensuring that team members are providing consultative services by assessing the Member's needs, addressing their concerns and gaining agreement. Ensures that direct reports are compliant with policies and procedures, audit standards, remaining current on and informed of Standard Operating Procedures (SOP). Stays informed of changing trends within the Credit Union movement or contact center industry and offering recommendations for change.

Requirements

High School Diploma or GED required
Bachelor's Degree in a related field or equivalent years of experience required
3-5 years of prior functional experience required
1-3 years of prior management experience (i.e. management or lead role) required

Responsibilities

Assists the department manager in administering the overall operation of the MCC.
Resolves Member issues and escalated concerns on Member accounts.
Maintains good communication with all other departments.
Ensures that department team members maintain a positive, Member focused attitude through motivation and development initiatives.
Ensures the training activities for their direct reports.
Assists the Manager with the development of Supervisors.
Develops and mentors direct reports to deliver the highest level of Member Service.
Assists with researching, evaluating and implementing department and/or divisional projects.
Provides consultative services to Members regarding credit union products and services.
Ensures that direct reports are compliant with policies and procedures, audit standards, remaining current on and informed of Standard Operating Procedures (SOP).
Stays informed of changing trends within the Credit Union movement or contact center industry and offering recommendations for change.
Supervises team members directly, including selection, training, performance appraisal and work allocation.
Responsible for scheduling team members.
Helps establish, communicate and achieve the Credit Union’s goals and standards.
Identifies areas to streamline department and Credit Union operations.
Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises team members.
May act in the capacity of the Manager in their absence.
Performs other duties as assigned.
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.