Member Contact Center Assistant Manager
About The Position
For over 70 years, ACU has been doing things differently. We believe in putting financial success within reach for everyone, ensuring that communities grow stronger together. Discover why credit unions are the better way. Leave the bankers behind and join ACU, where you’ll experience the difference firsthand. We’re looking for driven individuals like you - ready to thrive in an environment where your skills and ambitions matter. This isn’t just a job posting; it’s your opportunity to shape your future with an organization that puts people first. We’re seeking a dynamic Assistant Manager to lead our Member Contact Center team, driving exceptional service across phone and digital channels while fostering a culture of growth and performance. Apply Today!
Requirements
- High school diploma or equivalent (GED)
- Minimum of two years of experience working in a financial institution and consumer lending field
- Minimum of two years of experience in the selection of hiring of staff, preferably with a financial institution
- Leadership skills, ability to motivate, influence, and engage direct and indirect reports and peers
- Judgment and creative problem-solving skills including negotiation and conflict resolution
- Mentoring and coaching experience for a team with diverse levels of expertise
- Experience with forecasting, scheduling, and staffing strategies
Responsibilities
- Manage daily operations of the Member Contact Center and MSR team, ensuring consistent service delivery across all phone and digital support channels
- Hire, train, direct and evaluates employee performance and behaviors to serve the member experience
- Provides coaching, mentoring, and performance feedback to team members to support professional growth and goal achievement
- Develop and implement strategies to promote credit union products and services, including consumer loans, and deposit accounts
- Monitor and report on sales metrics and support staff in meeting individual and team sales goals
- Oversee scheduling, workforce management, and resource allocation to maintain service levels and operational effectiveness
- Identify and implement process improvements to enhance member experience and team productivity
- Ensure accurate documentation, underwriting support, and timely follow-up throughout the loan life cycle
- Monitor member interactions for quality assurance and provide feedback to improve service delivery
- Resolve escalated member questions or concerns in a timely manner to maintain our quality service standard
- Actively expand existing member relationships by cross-selling products and services or referring members to appropriate sales staff, in conjunction with the credit union goals
Benefits
- Generous PTO (Paid Time Off)
- 11 Paid holidays
- Paid Bereavement Leave
- Paid Jury Duty leave
- Training and advancement opportunities
- 401k with match up to 6%
- Mortgage discounts
- Paid volunteering at ACU sponsored events
- Bonus opportunities
- Company paid long term disability and life insurance
- Full Medical, Vision and Dental benefits
- Annual employee event for all staff and their families
- Employee Assistant Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
101-250 employees
