Service Center Assistant Manager

Mountain America Credit Union•Sandy, UT

1d•Remote

About The Position

The Service Center Assistant Manager assists in managing the operations and staff of the call center, handling inbound and outbound member contacts. The role focuses on providing quality service and strengthening members’ financial relationships with the credit union. The position is remote within the MACU footprint and is not eligible to be performed in Colorado or Connecticut, either remotely or in person. The assistant manager coaches and trains agents in sales and service techniques, supports agents with escalations and problem accounts, and supervises staff through coaching, development, performance reviews, goal setting, recognition, and career development. The role monitors calls and performance metrics, audits work for compliance with regulations and internal procedures, and contributes to budgeting, departmental planning, and improvement initiatives. It also handles multiple member contact channels and has approval authority for business decisions related to supervised call center agents. The schedule is Monday through Friday, 10:00 a.m. to 7:00 p.m. MDT, with rotating Saturday and Sunday hours. Hours may change based on 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.
Typing speed of at least 35 words per minute.
10-Key experience.
Call center supervisory experience, with abilities usually acquired in three years.
Thorough knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions.
Ability to coach and direct others’ work 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, using AAA to improve member experience and financial well-being.
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 for continuous improvement and 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 and drive innovation and improvements across the department.
Manage multiple member-contact channels, including inbound and outbound phone calls, chat, email, mail, and applications.
Perform audits to ensure compliance with external regulations and internal procedures.
Make business decisions related to supervised call center agents within the role’s approval authority.
Estimate personnel needs and assign work to meet them.
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.