Call Center Assistant Manager

Job Description:

Northwest Community Credit Union believes in providing our employees an environment where they can flourish personally and professionally. We are proud that we have never lost sight of our founders’ commitment to providing each individual, and our community, with uncommon care. Join a team with a rich heritage of serving our region for more than 70 years!

Northwest Community Credit Union serves members from offices in 14 locations across Oregon.

Call Center Assistant Manager / Member Connect Assistant Manager

Wage: $57,500 – $71,000 (dependent upon knowledge, skills, and abilities)

Position Primary Purpose

This position is responsible for providing assistance in managing the daily operations of the department so that the staff delivers exceptional customer service, aligned with the Credit Union’s core values and mission statement.

Responsibilities:

• Assists in directing the daily delivery of Member Connect services (telephone, mail, fax, e-mail and on-line services) including but not limited to service and problem resolution. May perform a variety of complex and semi-complex member transactions.
• Creates monthly schedule for staff and ensure that this is carried out and adjustments made if needed on a daily basis for proper staffing.
• Trains and cross trains staff to ensure the volume and complexity of transactions may be handled. Mentors and coaches on metrics, fulfillment, eServices, job skills, customer service skills, assuring a trained, motivated and professional staff capable of providing efficient and effective member service.
• Participates in the hiring process. Contributor in developing and implementing new hire training as needed.
• Handles member calls that the member service consultants either cannot handle or exceeds their authority, including call escalations.
• Supports the daily workflow to ensure staff are meeting member needs and processing transactions/tasks within specified time frames.
• Assists Member Connect Manager with departmental compliance, security procedures, balancing issues and meeting sales objectives, etc.
• Works with outside vendors to ensure the phone system is operating correctly. Maintains equipment. Researches, develops and recommends policies and procedures that comply with all applicable laws and regulations to improve either the technology or delivery of services.
• Performs active coaching with staff and any disciplinary action as needed, subject to approval of Member Connect Manager.
• Develop a deep understanding of all member touching processes that have direct impact on the member experience
• Establishes good working rapport and creditability with other coworkers. Demonstrates ability to be a value added, complimentary member of the team.
• Keeps abreast of trends and developments with competitors through such activities as reading publications, contacting counterparts in other organizations, and attending meetings, seminars, and special events.
• Performs other Call Center and/or Administrative duties as assigned by the Member Connect Manager.

Position Qualifications

Previous Experience: Minimum of one year experience in a call center to manage a facility, and to deal effectively with call center technology, while ensuring quality member service and employee supervision.

Education: Associate’s degree or equivalent from two-year college; or six months of related experience and/or training; or equivalent combination of training and experience.

Demonstrated Abilities:

• Ability to manage multiple priorities/projects simultaneously
• Excellent organizational, analytical and problem solving skills
• Must possess strong verbal, written, telephone and interpersonal communication skills. PC proficient including Microsoft Office (Word, Excel, Outlook) and the Internet.
• Must possess a strong service orientation. Ability to function in a financial institution branch/office environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc.
• Thorough knowledge of operations to coordinate the daily functioning of the facility, and to resolve employee and member problems.
• Complete familiarity with credit unions’ savings, checking, and lending policies and guidelines, as well as specific loan programs, qualifications, insurance, etc., to provide full savings and loan services.
• Ability to make continuous work process improvements through process identification, improvement opportunities, testing and implementation.
• Ability to relate management goals and objectives to budgets and action plans, focusing on increasing profitability while maintaining superior member service.
• Ability to train, motivate, and supervise employees, and to maintain an effective schedule of workflow.
• Ability to cope with pressure resulting from meeting schedules, supervising employees, and dealing with impatient, irate members.
• Ability to exercise discretion and independent judgment in interpreting policies and procedures, making exceptions as required.
• Proficient in written and oral communication skills.
• Ability to make decisions, take action, and accept responsibility for results.
• Ability to act appropriately in a business-like manner in any situation.