Call Center Assistant Manager

Rockland Federal Credit • Rockland, MA

2d • $62,350 - $75,000

About The Position

Rockland Federal Credit Union is seeking an Assistant Manager to support our Member Solutions Center. The Assistant Manager plays a key role in driving performance, supporting staff development, and enhancing the overall member experience.

Requirements

• 3 to 5 years of experience in a banking call center environment
• Demonstrated ability to coach, motivate, and lead a team
• Strong problem-solving and de-escalation skills
• Excellent written and verbal communication skills
• Highly organized with the ability to manage multiple priorities
• Proficient in Microsoft Office and internal systems

Responsibilities

• Support the day-to-day operations of the Member Solutions Center and step in for the Manager as needed
• Provide guidance, coaching, and supervision to Call Center Associates to drive performance and service excellence
• Assist with hiring, onboarding, scheduling, and performance management, including annual reviews and goal setting
• Deliver ongoing quality assurance coaching using call monitoring tools and service scorecards
• Act as an escalation point for complex member situations, ensuring effective de-escalation and resolution
• Maintain and update the Call Center Knowledge Base to ensure accuracy and accessibility of information
• Monitor trends, recommend process improvements, and support departmental efficiency initiatives
• Manage the team email inbox and respond to member inquiries professionally and promptly
• Support IRA-related inquiries and transactions using available systems and vendor resources
• Ensure compliance with all applicable regulations, policies, and confidentiality standards

Benefits

• Cigna medical benefits, dental benefits, vision benefits, a 401(k) plan with company match and profit-sharing potential, flexible health and dependent care plans, and life, AD&D, and LTD insurance
• Generous and flexible tuition reimbursement program
• PTO package designed to help employees recharge and enjoy time with family and friends

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees