Contact Center Assistant Manager

CORNERSTONE COMMUNITY FINANCIAL CREDIT UNION • Troy, MI

6d • Hybrid

About The Position

The Member Contact Center (MCC) Assistant Manager will assist the Member Contact Center (MCC) Manager in leading the Electronic Services (ES) and Member Contact Center Department to ensure members consistently receive a high level of service through a variety of digital channels (Interactive Video Teller, telephone, chat, text messages, applications, emails, and escalated calls) achieving ambitious sales and service goals, while also ensuring development and growth opportunities. The MCC Assistant Manager is responsible for supporting and coaching to the objectives set forth by the MCC manager. This position will seek opportunities to create member value, provide efficient service, and effectively coach, develop, monitor, and mentor the ESS and MCC teams to their highest potential. The MCC Assistant Manager will also support and utilize metrics to continually enhance operations, the member experience and support team member to achieve successful results and desired growth target goals in accordance with CCF's mission, vision, and service promises.

Requirements

• Two to Five years of similar or related experience, including time spent in preparatory positions.
• A high school degree or GED is required.
• A significant level of trust, credibility and diplomacy is required.
• In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
• Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
• Demonstrates ability to communicate effectively in person, by phone, or by using electronic and virtual forms of communication.
• Ability to supervise, monitor, and evaluate the work of others.
• Proficiency in the Microsoft suite of products including Word, Excel, Outlook and PowerPoint.
• Demonstrates the ability to use software and hardware and comfortable with terminology and troubleshooting techniques.
• Demonstrates the ability to process and analyze loan applications.
• Demonstrates knowledge of business, personal, and insurance products and services.
• Demonstrates knowledge of current industry offers, and Credit Union lending and member service policies and procedures.
• Demonstrates the ability to interpret and apply financial information (e.g., credit scores, debt, assets, balances, payments, interest rates, etc.) and perform math functions (e.g., addition, subtraction, multiplication, division, percentages, ratios. etc.)
• Demonstrates the ability to consult, provide member services, and achieve relationship sales objectives by anticipating and understanding member’s needs and recommending products and services that will benefit them.
• Demonstrates problem solving, decision making, and judgment by gathering and applying relevant data to research and resolve issues.
• Demonstrates the ability to prioritize and organize work, handle multiple tasks, and meet deadlines in a fast paced, high- volume environment.
• Proficient in speaking and writing the English language using correct structure, vocabulary, and organization.
• Ability to be bonded.
• Ability to obtain and maintain NMLS ID.
• Ability to obtain and maintain notary designation.

Responsibilities

• Assist the MCC/ES teams with member-related questions and concerns, coaching member interactions to ensure we are utilizing a consultative sales approach while maintaining service metric goals. Provide real-time coaching to help team members improve the financial lives of our members. Support sales and service coaching to aid in growing our membership and achieving strategic plans and metrics. Lead team to uphold the service promises, mission, vision, goals, productivity standards, and the documentation of member interviews as defined by CCF. Encourage, coach, and lead the team to maintain strong product knowledge through frequent observations, call monitoring and providing regular written and verbal feedback.
• Respond to member questions, concerns and inquiries and ensures each member receives outstanding member service by performing within CCF’s vision, mission, goals, and living our service promises through inbound calls, outbound calls, email, and all digital platforms. Ensure self and team members can enhance the financial lives of our members by identifying their short and long-term financial needs and goals and assisting them to achieve these goals, through active listening and confidently recommending appropriate products and services utilizing a consultative, relationship building sales approach.
• Partner with MCC Manager to serve as a primary point of contact for departmental day-to-day member and team member issues. Assists with member escalation calls to resolve concerns and issues. Guide and coach MCC/ES team members through challenging and complex member interactions. Foster cooperation, teamwork, and frequent communication amongst the MCC/ES team members and between the MCC/ES department and internal departments to ensure the best experience for CCF's membership.
• Assist MCC Manager with additional tasks including, but not limited to, reviewing and analyzing call center data/metrics, preparing monthly reporting, gathering and researching data to provide potential solutions/resolutions to issues, and surfacing potential solutions up to manager. Assist in the planning, controlling, managing and coordination of branch operation activities to include, but not limited to scheduling, maintaining adequate staffing, directing work, cross-training, reporting, overseeing loan, and member services operations.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Benefits

• Competitive Base Compensation: Competitive salary with eligibility for performance-based incentives.
• Paid Time Off: PTO available to support work-life balance, in addition to 13 paid company holidays per year.
• Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement.
• Health Insurance Coverage: Multiple low deductible medical plan options, as well as dental and vision coverage.
• Employer-Paid Coverage: Company-paid life insurance and short- and long-term disability coverage.
• Flexible Spending Accounts (FSA): Options for both medical and dependent care FSAs.
• Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career.
• Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution.
• Employee Assistance Program (EAP): Confidential support services for personal and professional challenges

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED