Contact Center Assistant Manager

Arbor Financial Credit Union • Oshtemo Charter Township, MI

15h • Hybrid

About The Position

The Assistant Manager of the Contact Center plays a vital role in supporting daily operations and driving overall contact center success. This position is responsible for mentoring and developing staff, ensuring exceptional member service, and maintaining efficient, high-quality service delivery across all channels. In addition to providing leadership in the absence of the Virtual Branch Manager, providing support across phone, email, and digital channels for card services, lending, and account transactions. This role combines professional call center experience with proactive relationship-building to resolve inquiries, promote financial wellbeing, and ensure member satisfaction.

Requirements

• High School Diploma or equivalent
• Solid knowledge of financial products/services, digital banking platforms, and regulatory requirements
• Strong leadership, communication, member service, and interpersonal skills
• Solid knowledge of financial products, services, and regulatory requirements
• Proficiency in basic computer operation and Microsoft 365
• Professionalism in conduct, communication, and appearance
• Ability to work collaboratively in a fast-paced environment centered on member needs, with occasional offsite travel
• Strong attention to detail, problem-solving, and organizational skills
• Ability to handle confidential information with discretion
• Able to be bonded (Age 18+)

Nice To Haves

• College degree (business, finance, or related)
• Leadership experience
• 2+ years of experience in a contact center or customer service environment
• Proficiency with Fiserv DNA
• Consumer lending and/or sales experience

Responsibilities

• Support day-to-day contact center operations by applying strong knowledge of Arbor’s platforms, products, and policies to deliver timely, accurate, and exceptional member service
• Mentor staff, assist with scheduling, and lead team meetings
• Assist with account services and consumer loans
• Proactively build and maintain relationships with members to identify and meet their financial needs
• Serve as a backup to the team and resolve complex member issues
• Ensure compliance with policies, procedures, and regulations

Benefits

• Hybrid work schedule (2 days remote)
• Paid vacation, personal, sick, holiday, volunteer & birthday time off
• Top-notch health insurance, vision, and dental
• HSA, Flexible spending plans, life insurance, short-term/long-term disability
• 401(k) with 6% match and 4% profit-sharing contribution
• Incentive bonus based on performance of the organization
• Tuition reimbursement

What This Job Offers

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