Assistant Manager, Member Service Center

BrightStar Credit Union•Cooper City, FL

5h•Hybrid

About The Position

As a member of BrightStar Credit Union, you'll join a dynamic company culture and purpose-driven organization that focuses on its employees and members. Founded in 1946 as a community-based credit union serving educators, we have since expanded to serve 23 counties across the state of Florida. As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities. BrightStar Credit Union is committed to fostering a diverse and inclusive work environment where everyone has the chance to succeed and feel a sense of belonging. Our work environment is fun, fast-paced, and service-oriented. This position assists the Member Service Center Manager in the daily operations to provide excellent member service. It supports the department by evaluating and updating operational policies and procedures, ensuring ongoing service excellence and process efficiency through continuous improvement. The Assistant Manager leads, coaches, and develops team members, enabling them to achieve personal and departmental goals. This role requires a proficient understanding of managing the contact center environment and utilizing contact center-specific tools and technology. Responsibilities include regular data reporting, project management assistance, and managing multiple requests and tasks of varying size and complexity, while ensuring members are provided with timely, accurate information and problem resolutions.

Requirements

Strong analytical skills and attention to detail.
Excellent written and verbal communication skills.
Detail-oriented with a commitment to accuracy, integrity, and accountability.
Proficient with Microsoft Office Suite (especially Excel, Word, PowerPoint, and Outlook).
Ability to develop others and create an environment where the team thrives.
Proven success in sales, service, and relationship-building; comfortable coaching others to do the same.
Capacity to work collaboratively with all levels of staff and maintain confidentiality and professionalism.
Demonstrated understanding of contact center metrics, coaching and feedback strategies, and service excellence values.
Proven ability to handle a high volume of member interactions with patience, positivity, and accuracy.
Comfort with technology, including the ability to navigate multiple systems, use online banking tools, and troubleshoot digital platforms with members.
Strong problem-solving skills and sound judgment when handling member concerns and sensitive information.
Highly organized, goal-oriented, and driven by both results and team success.
Comfortable collaborating with leadership to build strategies and contribute to long-term planning.
Proven track record of high performance in a member-facing and/or leadership role.
High school diploma or equivalent required.
2-3 years of previous experience in a supervisory or management capacity in a contact center environment, preferably in a financial institution.
Must be able to work flexible hours, including early mornings and Saturdays as needed to support the department.

Nice To Haves

Associate or bachelor's degree preferred.

Responsibilities

Assists the Member Service Center Manager in the daily operations to provide excellent member service.
Supports the department by evaluating and updating operational policies and procedures.
Ensures ongoing service excellence and process efficiency through continuous improvement.
Leads, coaches, and develops team members, enabling them to achieve personal and departmental goals.
Requires a proficient understanding of managing the contact center environment and utilizing contact center-specific tools and technology.
Includes regular data reporting, project management assistance, managing multiple requests and tasks of varying size and complexity.
Ensures that members are provided with timely, accurate information and problem resolutions.
Demonstrate initiative and ownership when handling escalated member issues, complex problem-solving, or high-priority tasks for the team.
Collaborate with the Member Service Center Manager to meet or exceed performance goals and uphold all compliance and operational standards.
Serves as a tier two escalation point to resolve member concerns and ensures appropriate escalation and resolution when necessary.
Creates a performance climate, assists with team goal development, and directs the performance of the team to achieve established goals and service levels.
Tracks the team member progression towards monthly goals and provides timely and accurate reporting to the Member Service Center Manager.
Ensure the quarterly individual development plan is completed promptly.
Support team members in delivering effective referral strategies that increase membership and deepen financial relationships.
Monitor information that staff provides to membership to ensure accuracy and initiate training as needed.
Prepare written performance appraisals as required, recommend salary adjustments or disciplinary actions.
Identifies and takes action to improve the department's operating methods and procedures.
Maintain a working knowledge of technologies, both internal and external, that will drive department performance and efficiency.
Participates in the interviewing, hiring, and training of the team as necessary.
Approve team member timecards and time off requests following department guidelines.
Maintains adherence to performance documentation requirements to ensure the timely recognition of excellent performance and mitigation of performance issues or challenges.
Meets with team members monthly to review their performance and create action plans as needed.
Performs other related duties as assigned.
Maintain knowledge with B.S.A. Compliance training.
Uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures.
Consider the awareness of unusual or suspicious activity relevant to the department.
Complete online B.S.A. and O.F.A.C. courses at least annually.
Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.