Assistant Manager, Member Service Center (71354)

JOHNS HOPKINS FEDERAL CREDIT UNION•Baltimore, MD

11d•$56,000 - $70,000•Hybrid

About The Position

The Assistant Manager of the Member Service Center supports the Member Service Center Manager in ensuring the delivery of a unified and comprehensive member experience across multiple channels with the goal of achieving high levels of member satisfaction and engagement. The Assistant Manager helps oversee daily operations within the Member Service Center, including phone, digital, and automated service delivery channels. This position assists in monitoring call volume, quality, and abandonment rates, and helps manage staff to ensure exceptional service and performance. This role oversees the Digital Member Experience Specialists in all areas of performance, and also involves coaching, mentoring, and developing other member service center representatives (MSCR). The Assistant Manager trains employees, resolves escalated member issues, supports adherence to policies and procedures, and helps ensure the smooth and efficient functioning of the department. Performs various MSCR and Digital Experience Specialist duties as needed.

Requirements

High School diploma plus some additional post-secondary course work
Minimum of two (2) years related experience in a call center environment, preferably in a financial institution or a credit union.
Minimum 1 year loan and supervisory experience
Open to any other relevant combination of equivalent experience and education.

Responsibilities

Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture.
Consistently demonstrates commitment to the credit union’s principles of equity and belonging by modeling inclusive behaviors and supporting a diverse employee base and membership.
Develops and maintains relationships with specialists in other departments to effectively resolve issues related to branch operations or member service.
Effectively manage phone queues and application pipelines to ensure high levels of service are delivered to members, ensuring applications are processed effectively and other member contact channels are managed professionally and in a timely manner.
Assists with oversight of the Member Service Center, ensuring optimal performance is consistently maintained.
Maintains and projects the Credit Union's professional reputation by providing consistently exceptional service levels which exceed members’ expectations.
Consistently monitors call volume, hold times, and abandonment rates and directs staff to adjust workflows to manage member needs appropriately.
Monitors other member contact channels to ensure response times are appropriate and interactions are professional.
Monitors service standards within the Member Service Center to ensure sound business practices for the Credit Union, exceptional service for members, and that employees are recognizing referral opportunities to educate members on what products and services are available that may enhance their financial well-being.
Assist with identifying opportunities to improve departmental operations by monitoring system(s) performance, identifying and resolving problems and/or inefficiencies, and making recommendations for improvements.
Leads departmental on-the-job training initiatives, ensuring employees maintain appropriate levels of knowledge and skills needed to effectively serve members.
Supports the implementation of new products, services, and technology as appropriate for the department.
Provides leadership and assists staff with problem resolution skills/methods in resolving complex member issues, questions, or complaints.
Takes and handles escalated calls, as needed.
Assist with ensuring representatives are conducting all calls in accordance with Federal and State regulations and Credit Union policies through observation, silent monitoring, member surveys and feedback, etc.
Coordinates with the Member Service Center Manager to maintain departmental schedules that ensure appropriate staffing levels are maintained while keeping overtime to a minimum.
Communicates policy and/or procedural changes, new product information, and/or services to the Member Service Center staff.
Assists with conducting regular meetings to ensure that personnel are well informed of changes in policies and procedures.
Identifying and resolving areas in need of improvement.
When needed, assumes responsibility for the effective and professional completion of Member Service Center Representative functions.
Remains compliant with applicable laws and regulations, including but not limited to BSA and the USA Patriot Act
Responsible for any additional duties and/or responsibilities as assigned.