Assistant Member Support Manager

Central One Federal Credit Union•Auburn, MA

9d•$33 - $42•Hybrid

About The Position

This role is for an Assistant Member Support Manager at Central One, a credit union that emphasizes its values of Delivering Exceptional Service, Working as a Team, Having Fun, and the Credit Union philosophy of People Helping People. The ideal candidate will be a C.E.N.T.R.A.L. One Ambassador, embodying values such as Caring, Enthusiastic, Nimble, Team-Oriented, Resilient, Altruistic, and Loyal. The position focuses on promoting a positive, member-focused culture and upholding high levels of Member Satisfaction through the development of the Member Support Center (MSC) staff, including training and coaching.

Requirements

A two-year college degree or equivalent experience required.
2 to 4 years of experience in inbound or outbound customer service/sales in a supervisory role.
Analytical ability.
Ability to make decisions and do detailed work.
Ability to work efficiently and accurately in a fast-paced environment.
Proficiency in Windows, MS Office, and Outlook and general office equipment.
Excellent communication skills.
Ability to sell, cross-sell and interact professionally face-to-face, on the telephone and through other electronic means.
Leadership skills.
Capacity to work independently and motivate others.
Patience.
Positive attitude.
Dependability.
Flexibility.
Initiative.
Resourcefulness.
Confidentiality.
Professionalism.

Responsibilities

Serve as a community role model and participate in volunteer activities to support the People Helping People value and enhance the Credit Union's visibility.
Respond to MSC staff inquiries and requests, providing information and counseling on savings, consumer loan, IRA, equity, and mortgage products, services, policies, and procedures.
Maintain logs of internal inquiries for MSC Staff development and highlight noticeable trends.
Work with the Member Support Center Manager to continuously develop the department, its processes, and the Member Support development program.
Function as supervisor in the absence of the Member Support Center Manager, performing overrides, reversals, exceptions, and handling escalated calls.
Recommend the hiring, firing, advancement, or promotion of employees.
Complete annual reviews cooperatively with the Member Support Center Manager.
Perform initial analysis on requested exceptions, reversals, and overrides, forwarding recommendations to the Member Support Center Manager for approval.
Conduct classroom and "on the job" training sessions with new Member Support employees.
Conduct regular team meetings with Member Support employees.
Perform Quality Assurance of Member Support employee calls/emails/chats and conduct regular coaching sessions to promote Credit Union policy/procedure.
Generate business through promoting and cross-selling COFCU programs and encourage new Credit Union membership; make referrals to affiliated professionals.
Assist members in opening new savings, consumer loan, and IRA products/services when necessary. Make referrals for Home Equity loans, residential mortgage loans, and non-conforming consumer loans to a MSC Relationship Specialist or Lending Specialist.
Conduct consumer loan interviews and input loan applications into the new account origination system.
Receive and process mail deposits and loan payments.
Respond to negative member satisfaction surveys, obtaining details to resolve issues and prevent future dissatisfaction.
Type letters and other correspondence to serve membership.
Adhere to all applicable policies, procedures, and regulations, and perform BSA compliance duties as required.
Oversee, provide, or assist with the annual BSA and compliance training for department staff.
Stay current on job-related equipment, procedures, and information by reading handouts/memos, attending meetings and seminars, and other necessary means.
Adhere to all applicable Credit Union policies, procedures, and regulations.
Maintain community involvement and participate in special projects as needed.
Perform other duties as requested or assigned.