Member Contact Center Assistant Manager

DEXSTA FEDERAL CREDIT UNION 2187•Wilmington, DE

1d•Onsite

About The Position

This position will focus on maintaining a high level of member service within the Member Contact Center. The Member Contact Center Assistant Manager is responsible for assisting other team members with complex or manager escalated calls. The Member Contact Center Assistant Manager is responsible for coordinating with the Member Contact Center Manager to effectively manage our relationship with our overflow call center vendor. This position is also accountable for the smooth operation of the Member Contact Center in the Member Contact Center Manager’s absence.

Requirements

High school diploma or the equivalent and post-secondary course work in a business-related field.

Nice To Haves

Minimum three years' supervisor experience
Experience in financial services or a customer service environment

Responsibilities

Follow all credit union policies, procedures, and requirements in addition to all state and federal laws and regulations, including Regulation CC, the Bank Secrecy Act, OFAC and USA Patriot Act/Customer Identification Act (CIP).
Educate members on various credit union policies, procedures and related laws and regulations where applicable.
Ensure that the Member Contact Center operates effectively and provides a high level of member service by answering an above average volume of calls and inquires.
Greet, answer questions, and respond to member requests via various communication channels.
Resolve member complaints, complex issues and manager escalated calls.
Approve member exceptions and authorize service fee refunds when appropriate.
Coordinates staff responses to overflow call center vendor generated notices of unresolved member service issues.
Maintain operating and security procedures that are consistent with other offices.
Serves as primary contact for staff needing password resets for various software systems and websites
Assist other Member Contact Center team members with product, policy or procedure questions.
Support the Member Contact Center Manager in all aspects of managing and operating their department.
Cross sell credit union loan products and services to achieve established goals set by management.
Assume the role of Member Contact Center Manager in the manager’s absence.
Able to supervise the Member Contact Center during extended hours set by management.
Other duties as assigned.