Service Center Assistant Manager

Mountain America Credit Union•Sandy, UT

3d•Remote

About The Position

The Service Center Assistant Manager assists in managing the operations and staff of the call center, including inbound and outbound calls. The role is responsible for ensuring quality service to members and enhancing their financial relationships with the credit union. The position supervises, coaches, and develops staff; monitors service quality and performance; supports compliance and operational planning; and helps agents resolve member issues. The position is remote within the MACU footprint, but cannot be performed in Colorado or Connecticut, either remotely or in person. The schedule is Monday through Friday, 10:00 a.m. to 7:00 p.m. MDT, with rotating Saturday and Sunday shifts. Hours may change due to business needs.

Requirements

Three years of similar or related experience.
A two-year college degree, completion of a specialized course of study at a business or trade school, or equivalent.
Basic computer operating skills and advanced skills in Microsoft Office, including Outlook, Word, and Excel.
Good knowledge of and confidence working with Symitar.
Type at least 35 words per minute and have 10-key experience.
Three years of call center supervisory experience.
Thorough knowledge and understanding of credit union policies and procedures for loan origination and new accounts functions.
Ability to coach and direct others to provide quality service.
Basic knowledge of automated call-distributing systems and other telecommunications equipment.
Ability to supervise and lead others to provide quality service.
Ability to sell financial services and train and coach others in referring credit union products and services.
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 and distance vision.
Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally.

Responsibilities

Coach and train call center agents on sales and servicing techniques.
Educate external members about products and services.
Use AAA to excel in member experience while leveraging products and services to improve members’ financial lives.
Supervise employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, and career development.
Assist agents in resolving problem accounts and escalations, while coaching them toward continuous improvement and greater daily productivity.
Monitor agent calls and review key metrics daily, weekly, and monthly to ensure quality standards and compliance with policies and procedures.
Assist with budget and departmental planning sessions, driving innovation and improvements across the department.
Manage multiple channels of member contact, including inbound and outbound phone, chat, email, mail, and applications.
Perform audits to ensure compliance with external regulations and internal procedures.
Exercise approval authority for business decisions related to supervised call center agents.
Estimate personnel needs and assign work to meet those needs.
Supervise, coordinate, coach, and review assigned staff; recommend candidates for employment, conduct performance evaluations and salary reviews, and apply company policy and disciplinary action.
Perform other duties as assigned.