Member Contact Service Assistant Manager

Advia Credit Union • Oshtemo Charter Township, MI

5d • $26 - $31 • Hybrid

About The Position

The most essential function of this position is to assist the credit union members in experiencing the advantage. This is accomplished by providing outstanding service to internal and external members as defined by living and demonstrating the core values of the credit union: Act with Integrity, Drive Progress, Build & Strengthen Relationships, and Keep People at the Core. Member Contact Service Assistant Managers are accountable for overseeing the operational efforts of the contact center in the primary area of inbound service calls. Ensures members are promptly and professionally served through the multi-channel cross regional contact center.

Requirements

• Three years to five years of similar or related experience, including preparatory experience.
• A high school degree or equivalent
• A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Responsibilities

• Manages team to maximize productivity, efficiency, and the potential of the human assets of Advia, including monitoring performance, performing monthly quality call reviews, coaching, mentoring, training, assuring compliance with regulatory requirements and organizational mission, values, service standards, policies, and work guidelines. Appraise performance and provide recommendations for promotion, disciplinary action, and termination, as appropriate. Assists all direct reports with growth and development that aligns with each team member's Individual Development Plan (IDP).
• Develops and guides referral initiatives, which include researching data to discover best service practices to aid Member Contact Center goals.
• Ensures service standards and metrics are met through all channels. This may involve jumping into the service queue to handle calls, assisting with e-service items, and possibly covering shifts to meet our members' needs.
• Assists Member Contact Center Service Manager in identifying skills gaps for the service team and partners with Training to identify a plan to develop those skill gaps.
• Ensures that the Credit Union's professional reputation is maintained, owns escalated member situations, and resolves requests/questions promptly and courteously.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.

Benefits

• Medical, dental, and vision insurance to keep you and your family healthy.
• 401(k) with company match, life insurance, and disability coverage.
• Generous paid time off (PTO), paid holidays, and paid parental leave.
• Learning and development programs, plus tuition reimbursement to support your career journey.
• Free Telemedicine
• Employee Assistance Program (EAP)
• Wellness initiatives
• Paid Community Action Volunteer Hours
• Parental Leave and Tuition Reimbursement are available after one year of service

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees