Solution Center Assistant Manager

Copper State Credit Union • Phoenix, AZ

3h • $59,545 - $66,551 • Onsite

About The Position

This position is a key call center position, and the work type is estimated to be distributed as 40% supervisory and staff development, 30% operations, 30% sales and service. Primary responsibilities include working closely with the Solution Center Manager to observe, coach and develop the staff, ensuring that established processes are being followed, and supporting the sales and service goals for the Solution Center. Responsible for the daily operations of the Call Center, which includes both the inbound and outbound call groups. Responsible for meeting sales and service level goals. Reviews of department policies and procedures in order to promote workforce, service, and operational excellence.

This position will oversee call center activities including but not limited to the following:

- Managing schedules to ensure members are served in a timely manner and slow times are productively utilized.
- Call monitoring to identify knowledge and performance gaps.
- Coaching team performance.
- Ensuring that appropriate procedures and guidelines are followed consistently.
- Documenting processes and improving workflows.
- Working with Training Specialists to plan and facilitate new employee onboarding and continued staff training resources.
- Establish, promote, and meet department sales, performance, and operational initiatives.
- Ensure unity and consistency within the department to ensure compliance with policies, procedures, and regulations.
- Develop and promote behaviors for reduction in abandoned calls and wait times and streamlining processes.
- Act as a resource to other Credit Union staff.
- Refer issues to Management when beyond their knowledge base or when the issue is beyond the scope of their authority.
- Provide supervisory overrides in accordance with credit union policies and within established levels.
- Minimize loss exposure by identifying operational deficiencies in the department and recommending corrective action.
- Perform transactions and respond to member inquiries.
- Assist team members with resolving complex issues.
- Actively cross-sell credit union products and services, making appropriate recommendations and referrals.
- Contact with existing members to proactively seek new memberships, increase sales opportunities and provide follow-up service.

Requirements

• Actively support the mission, strategic goals/direction, and the core values of the Credit Union, and demonstrate a highly motivated, positive, outgoing, influential personality with a strong emphasis on sales and results orientation to ensure the credit union maximizes lending and sales opportunities with members.
• Education equivalent to a four-year high school education or general education degree (GED).
• At least 1 year of previous sales experience and/or call center experience in a financial institution required.
• Professional well developed interpersonal skills essential for servicing credit union members and projecting a positive image as representative for the credit union. Approaches others in a tactful manner, reacts well under pressure, accepts responsibility for own actions, and follows through on commitments.
• Sound and accurate judgment. Displays a willingness to make decisions in a timely manner, usually within established guidelines. Includes appropriate people in decision-making process and can support and explain reasoning for decisions.
• Excellent interviewing and interpersonal skills, ability to listen to members’ needs and promote appropriate credit union products and services.
• Knowledge of PC applications including Word and Excel required.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
• Keep all credit union member and employee related business in strictest confidence.
• Maintain a thorough understanding of Credit Union Policies and performs their duties in compliance with all policies, laws and regulations which apply to position.
• Understand and be accountable for executing all job functions in a way that is consistent with all requirements of BSA, OFAC and the USA Patriot Act/Customer Identification Act (CIP).
• Perform other duties as assigned.

Nice To Haves

• Some post-secondary education preferred.
• Knowledge of consumer lending and account opening and servicing preferred.
• Experience with automated core banking system preferred.
• Experience utilizing smart phone and tablet applications preferred.

Responsibilities

• Managing schedules to ensure members are served in a timely manner and slow times are productively utilized.
• Call monitoring to identify knowledge and performance gaps.
• Coaching team performance.
• Ensuring that appropriate procedures and guidelines are followed consistently.
• Documenting processes and improving workflows.
• Working with Training Specialists to plan and facilitate new employee onboarding and continued staff training resources.
• Establish, promote, and meet department sales, performance, and operational initiatives.
• Ensure unity and consistency within the department to ensure compliance with policies, procedures, and regulations.
• Develop and promote behaviors for reduction in abandoned calls and wait times and streamlining processes.
• Act as a resource to other Credit Union staff.
• Refer issues to Management when beyond their knowledge base or when the issue is beyond the scope of their authority.
• Provide supervisory overrides in accordance with credit union policies and within established levels.
• Minimize loss exposure by identifying operational deficiencies in the department and recommending corrective action.
• Perform transactions and respond to member inquiries.
• Assist team members with resolving complex issues.
• Actively cross-sell credit union products and services, making appropriate recommendations and referrals.
• Contact with existing members to proactively seek new memberships, increase sales opportunities and provide follow-up service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED