MCC Assistant Manager II

Rogue Credit Union • Medford, OR

1d

About The Position

Assists the Member Contact Center (MCC) Manager by performing management functions including leadership and supervision of assigned staff. Oversees operational activities, electronic delivery, and support services. Develops and coaches team members to increase member loyalty, achieve organizational and branch goals and expand member relationships. Works in conjunction with the department to support Rogue's Vision, Mission and Values.

Requirements

• Two years to five years of similar or related call center/eBranch experience.
• Supervisory experience preferred.
• A high school education or GED.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Compliance skills with an in-depth understanding of and ability to interpret regulations affecting deposit programs within the credit union, including Regulations B, D, E, Z, Cc, and DD.
• Strong leadership, supervisory, training and coaching skills.
• Strong computer and software skills including spreadsheets.
• Good written and strong verbal communication skills including professional level phone skills.
• Excellent time management and organizational skills.
• Good eye for detail and quality.
• Strong conflict management, problem resolution and sales skills.

Responsibilities

• In conjunction with the Manager, manages all facets of member contact center operations including supervision/back up of eBranch, guidelines and procedures, process consistency and compliance, capacity planning and service level management, quality performance, productivity, budget and financial management.
• In conjunction with the Manager, hires, trains, coaches and motivates a highly qualified staff sufficient to meet the daily operational needs of the areas assigned. Establishes and maintains objective accountability measurements and evaluates performance on all direct reports. Creates and maintains a coaching culture to consistently strive toward the highest level of employee achievement and performance in building Member Loyalty. Actively collaborates with staff/departments to assure members are being provided with exceptional experiences and/or service recovery that meets members needs promptly. Updates and maintains employee schedule.
• Assists in developing, implementing and achieving member service goals to include average queue time, abandon rate, etc.
• Assists in developing, training, and managing elements of a sales culture, including product knowledge, sales philosophy, sales planning/strategy, tracking and coaching and recognition/rewards system.
• Monitors and is accountable for executing all job functions in a way that is consistent with all requirements of BSA, OFAC and the USA Patriot Act/CIP. Assists in all member contact center activities to ensure they are in compliance with established credit union policies and procedures.
• Actively participates in and maintains communications with the rest of the credit union, prepares/submits standard reports and attends relevant meetings/trainings.
• Proactively performs other duties as needed or assigned.

What This Job Offers

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