Universal Service Center - Digital Branch Assistant Manager

Metro Credit Union•Chelsea, MA

30d•$73,000 - $98,000•Hybrid

About The Position

Ensures positive service delivery and attainment of department metrics. Leads and manages a team of Digital Branch and Sales and Service agents handling inbound phone, chat, email, and video banking interactions.

Requirements

High school diploma or equivalent strongly preferred.
Minimum 4 years of related experience in financial services customer service strongly preferred.
Previous supervisory/management experience strongly preferred.
Experience in vendor relationship management strongly preferred.
Experience cross-departmental collaboration strongly preferred.
Project Management experience preferred.
Strong knowledge of computers, web browsers, and office software including word processing, spreadsheets, and presentation software.
Strong customer service skills.
Strong oral and written communication skills.
Attention to detail and accuracy of work performed.
Ability to problem solve and work independently.
Strong team management skills.

Nice To Haves

High school diploma or equivalent strongly preferred.
Minimum 4 years of related experience in financial services customer service strongly preferred.
Previous supervisory/management experience strongly preferred.
Experience in vendor relationship management strongly preferred.
Experience cross-departmental collaboration strongly preferred.
Project Management experience preferred.

Responsibilities

Oversees staffing through recruitment, selection, training, and performance management, including coaching, counseling, and recommending promotions or salary changes.
Handles escalated member issues and supports agents with complex topics such as online banking, account maintenance, lending, and card services.
Monitors real-time metrics and agent activity, making adjustments to optimize service levels across all channels.
Supports organizational sales and referral goals through team engagement.
Optimizes workflows and implement process enhancements to improve efficiency and effectiveness within the Digital Branch channels.
Serves as a subject matter expert on Digital Branch operations, providing guidance and support to both agents and leadership.
Actively engages with team members, offering real-time support and fostering a collaborative, high-performing environment.
Works side by side with Digital Branch staff and provides backup support to daily operations and maintains awareness of frontline challenges.
Collaborates with cross-functional teams to align Digital Branch service delivery with broader organizational goals.
Reviews agent interactions regularly to identify coaching opportunities and drive continuous improvement.
Contributes to team engagement by helping develop and facilitate department activities and initiatives aimed at improving performance and moral.
Assists members directly via phone, chat, video, or email when needed.
Performs additional duties as assigned by management.

Benefits

Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays
Sales Incentives; annual retention bonus vesting program
Four weeks paid vacation; 11 paid holidays
401(k) with matching plan & safe harbor plan – allowing every employee to save for retirement. Metro contributes 3% regardless of employee’s contribution
Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Health Savings Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); access to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses
Discounts on Pet Insurance
Strong growth opportunities with development plans and position-related or job-related tuition assistance to help you attain your long-term career goals
Growing, dynamic environment - no day is ever the same and join an exceptional team of co-workers
Exceptional training program (classroom, on-the-job, and mentoring)
Stable and growing organization