Assistant Manager, Member Service Center (Call Center)

AmeriCU Credit Union•City of Rome, NY

1d•$62,353 - $74,489•Hybrid

About The Position

Are you a people-focused leader who thrives in a fast-paced service environment? As the Assistant Member Service Center Manager, you will help lead the daily operations of our Member Service Center (Call Center) while coaching employees, improving team performance, and ensuring every interaction delivers an exceptional member experience. This role is ideal for a hands-on leader who is ready to make decisions, develop talent, and help the team achieve its goals.

Requirements

People-focused leader
Thrives in a fast-paced service environment
Ready to make decisions
Develop talent
Help the team achieve its goals
Hands-on leader

Responsibilities

Supervise and support both on-site and remote employees in a call center environment
Set clear expectations and provide real-time coaching
Recognize strong performance and support employee growth
Participate in hiring, onboarding, training, and performance evaluations
Make staffing, scheduling, workflow, and service-level decisions
Review timecards and adjust resources based on service demands
Step in to assist with calls, chats, service tickets, account servicing, and escalated member concerns
Track service and productivity metrics using reporting and Wallboard tools
Take action when performance falls outside established expectations
Identify operational trends, service risks, and improvement opportunities
Communicate concerns and recommended solutions to leadership
Reinforce procedures and support the rollout of new initiatives
Maintain knowledge of operational systems and service tools
Follow applicable policies, regulatory requirements, and risk controls, including BSA and SAFE Act requirements

Benefits

Competitive rates on our Medical, Dental and Vision plans
Generous contribution to your Health Savings Account, if you choose to enroll in one of AmeriCU’s High Deductible Health plans
Paid Holidays
Paid Time off – Vacation, Personal or Sick and Birthday
Employee Appreciation Events
401(k) Matching after 1 year of employment
Employee Assistance Program
Tuition Reimbursement for Full-time employees after 1 year of employment
Life Insurance & Accidental Death & Dismemberment Insurance, free to all Full-time employees
Enhanced Short Term Disability – at no cost to you!