Remote Service Center Assistant Manager (Call Center)

Mountain America Credit Union

2d•Remote

About The Position

To assist in and manage the operations and staff of the call center both inbound and outbound calls. To ensure quality service to the members and enhance their financial relationships with the credit union.

Requirements

Three years of similar or related experience
Two-year college degree or completion of a specialized course of study at a business or trade school or equivalent
Basic computer operating skills.
Advanced skills in Microsoft Office (Outlook, Word, Excel)
Must have a good knowledge and confidence in working with Symitar.
Type a minimum of 35 words per minute.
10-Key experience.
Has managerial responsibilities that are assigned and over seen by area manager. Managerial responsibilities are direct or through work/team leaders or assistants.
Estimates personnel needs and assigns work to meet these needs.
Supervises, coordinates, coaches and reviews the work of assigned staff.
Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary action.
Abilities usually acquired in three years Call Center Supervisory experience.
Must have a thorough knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions.
Must have the ability to coach and direct the work of others to give quality service.
Must have a basic knowledge of the use and function of Automated Call Distributing systems and other telecommunications equipment.
Must have the ability to supervise and lead others to give quality service.
Must have the ability to sell financial services and train and coach others in referring the products and services of the credit union.
Must have the ability to work in a team environment and promote teamwork among staff.
Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently
Close vision (clear vision at 20 inches or less)
Distance Vision (clear vision at 20 feet or more)
Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally

Responsibilities

Coaches and trains call center agents regarding sales and servicing techniques.
Educates external members regarding products and services.
Uses AAA to excel in member experience while leveraging our Products and Services to improve the member’s financial lives.
Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc.
Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent’s daily productivity.
Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met.
Assists in the budget and departmental planning sessions driving innovation / improvements across the department
Ability to manage multiple channels of member contact (Inbound and Outbound) - phone, chat, email, mail, applications, etc.
Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures).
Holds approval authority in making business decisions related to call center agents supervised.
Performs other duties as assigned.