MEMBER CONTACT CENTER ASSISTANT MANAGER

SANDIA AREA FEDERAL CREDIT UNION•Albuquerque, NM

3d•Onsite

About The Position

At Sandia Area, every position plays a vital role in fulfilling our mission to deliver high-value banking and lending services that strengthen the financial well-being of our members and community. Each team member is expected to embody our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth, contributing to our vision of empowering lifelong achievement through better banking. While specific responsibilities vary by role, every position carries universal expectations aligned with its level of responsibility and authority across the organization. As a Manager at Sandia Area, you are responsible for leading your team to achieve departmental goals while ensuring alignment with the organization’s mission, vision, and values. Your role involves driving team performance, fostering professional development, and overseeing efficient operations that directly impact member satisfaction and organizational success. Through your leadership, you model accountability, collaboration, and a commitment to sustained growth and excellence. Reporting directly to the Member Contact Center Manager, the Member Contact Center Assistant Manager is responsible for daily operations by ensuring policies, procedures, and service standards are consistently followed. This role is responsible for accurate timekeeping, schedule adherence, end of day transaction balancing, and confirming all opening and closing duties are completed. The Assistant Manager provides coaching and development to team members, supports quality and performance expectations, assists with real time operational needs, and escalates issues as appropriate. This position helps maintain operational controls, staff engagement, and a positive member experience across all contact center channels.

Requirements

Demonstrated expertise in contact center operations within a financial institution, including real-time decision making, staffing and schedule optimization, performance analysis, and escalation management to ensure service levels, coverage, and operational excellence.
Strong financial services acumen encompassing fraud prevention, member authentication, transaction risk awareness, and consultative lending and sales skills to identify member needs and recommend appropriate products, services, and protection options.
Excellent interpersonal, communication, and leadership skills to convey goals, set expectations, provide feedback, and inspire and develop teams.
Exceptional leadership and team development skills, fostering a high-performance culture through coaching, mentorship, and employee engagement.
Strategic thinking capabilities to align team efforts with departmental and organizational goals.
Ability to analyze data and metrics to drive team performance and efficiency.
Exceptional time management and organizational skills, with the ability to prioritize objectives, oversee multiple functions, and adapt to operational demands.
Willingness to engage in difficult situations using outstanding interpersonal skills and emotional intelligence.
Passionate about teamwork and having a positive influence on others; ability to work independently and demonstrate attention to detail.
Proactive in seeking professional growth, embracing both formal and informal development opportunities, and demonstrating adaptability to new responsibilities.
Team-oriented with a strong collaborative mindset, actively supporting team members and contributing to a positive and high-performing environment.
Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
Ability to perform essential functions, including the ability to lift up to twenty (20) lbs. as needed.
Associate's degree in related field. Directly related experience, in addition to minimum years required, may be considered as a substitution.
Three (3) year(s) of applicable experience required with at least One (1)year in a supervisory or leadership role.

Nice To Haves

General knowledge of credit unions operations desirable.
Bilingual capability a plus.
Contact Center experience a plus.
Prior usage of online and mobile banking and technical troubleshooting.
Experience identifying product and service needs and coaching others to confidently offer solutions.

Responsibilities

Lead by example in upholding Sandia Area’s values while providing leadership, coaching, and mentorship to build a positive, high-performing team aligned with organizational goals.
Oversee daily contact center operations, including strategy execution, scheduling, staffing, and resource allocation, to ensure effective coverage, efficiency, and cost control.
Monitor individual and team performance through scorecards, feedback, and evaluations to drive goal achievement, member satisfaction, and regulatory compliance.
Supervise, train, onboard, and develop staff to support professional growth, engagement, and continuous improvement.
Interpret policies and procedures, serve as a subject matter expert, and research prior interactions to support escalated member issues and determine appropriate resolutions.
Lead recruitment, interviewing, and hiring efforts to ensure candidates align with Sandia Area’s mission, values, and service culture.
Conduct goal/performance meetings with staff on a bi-weekly basis.
Monitor and report department activity, including number of transactions, scorecard performance, call handling and efficiency, call reviews, schedule adherence, and productivity.
Coach team to accurately perform routine transactions with confidence, including but not limited to wire requests, check orders, credit card payments, requesting research, ordering/closing ATM/Debit cards, inputting loan applications, and other member requests
Takes ownership of member escalations regardless of the issue and cooperatively works with branches and other departments toward a full resolution and member satisfaction.
Escalate member and team member concerns as soon as possible in relation to concerns that may have significant impact regarding member account security, fraud, professionalism, unprofessional team member interactions and put the well-being of the membership and credit union to the front.
Step in and assist with calls, chat, text, emails or secure messaging as needed throughout the day.
Identify and act when high call arrival patterns occur and move Member Service Representatives to the appropriate queues to handle volume throughout the day.
Understand and produce reports from different contact center applications to identify trends and call arrival patterns impacting day to day operations.
Identify member impacting trends and partner with appropriate parties to resolve them (i.e. system outages, brute force attacks, vendor failures, etc.).
Utilize the timekeeping system to pull attendance reports for tracking attendance and tardiness.
Interpret scorecard data and coach to each metric in relation to service levels and member satisfaction.
Use historical information to determine next steps when managing workflows and staffing forecasts.
Identify trends in engagement reports through the contact center reporting system by reviewing sentiment and engagement scores as well as call dispositions.
Authenticate members across all communication channels and safeguard sensitive personal and account information, including monitoring account maintenance changes for potential fraud risk.
Resolve deposit, debit card, credit card, and account-related issues, including replacements, refunds, overdraft and insufficient funds education, and stay current on process changes for recurring member needs.
Support lending activities by discussing products with members, interpreting credit reports, submitting applications accurately, understanding the full loan lifecycle, and identifying responsible cross-sell opportunities for loans and protection products.
Collaborate with internal departments to address complex member impacting requests and de-escalate member concerns with empathy, professionalism, and solutions that benefit the member, the credit union, and the contact center.
Demonstrate a strong commitment to upholding the organization’s mission, vision, and values in all interactions and responsibilities.
Represent the credit union with professionalism, integrity, and ethical conduct at all times.
Maintain a thorough understanding and strict adherence to credit union regulations, compliance requirements, policies, procedures, and operational guidelines.
Consistently meet deadlines as assigned while ensuring accuracy, efficiency, and adherence to quality standards.
Foster a positive and supportive environment for both members and employees, ensuring interactions align with the credit union’s mission and service philosophy.
Adhere to all regulatory and compliance policies, upholding the highest standards of security, confidentiality, and ethical financial practices in all interactions.
Maintain the confidentiality and security of information, records, and sensitive data, in compliance with credit union policies and regulatory requirements.
Adapt to evolving responsibilities, taking on additional duties as assigned to support the success of the organization.
Demonstrate a commitment to continuous learning, professional development, and staying informed on industry trends and best practices.
Willing to undergo background and credit checks as required by federal and state regulations.
Understand and comply with all policies, procedures, and legal guidelines, including adherence to the Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and other applicable financial regulations.