Customer Service Assistant Manager

Overview

When you join the Members 1st team, you become part of something much bigger than a credit union. You become part of our faM1ly—a tight-knit bunch with big dreams and even bigger values. It is an exciting time for us as we continue to grow, and we hope that you will choose to grow along with us. Wanting the absolute best for our associates means more than just competitive pay.

It means fantastic healthcare, paid benefits, opportunities for professional advancement and work-life balance - and best of all, a place where you are accepted and respected for your individuality.

When you join the Members 1st team, you become part of something much bigger than a credit union. You become part of our faM1ly—a tight-knit bunch with big dreams and even bigger values. It is an exciting time for us as we continue to grow, and we hope that you will choose to grow along with us. Wanting the absolute best for our associates means more than just competitive pay.

It means fantastic healthcare, paid benefits, opportunities for professional advancement and work-life balance - and best of all, a place where you are accepted and respected for your individuality.

The Customer Service Assistant Manager supervises the daily operational activities of contact center associates and is responsible for ensuring high levels of associate performance and production that results in unparalleled member experiences. The role will guide all aspects of overseeing a team of contact center associates, processing inbound member requests, ensuring quality of contact center transactions, interactions, and sales with activities including but not limited to:

• Evaluating associate performance and effectiveness and the resulting member experience using quality monitoring.
• Monitoring associate attendance, schedules and punctuality to ensure associate resources are in place when scheduled and needed.
• Responsible for the highest level of associate engagement possible.
• Assisting associates with account specific inquiries and escalated member concerns.
• Handling escalated member and associate interactions.
• Answering incoming interactions and handling other work when volumes dictate.
• Opening and closing the department. Reviewing and managing reports.
• Selecting qualified candidates, training, onboarding, and mentoring new associates, and providing ongoing coaching through monitoring performance levels and metrics.
• Ensuring successful consultative sales performance by each associate by influencing, educating and monitoring associate performance.

• Excellent communication and interpersonal skills
• Attention to detail and accuracy
• Thorough knowledge of credit union products, services, policies and procedures
• Strong ability to successfully recognize and offer sales opportunities
• Strong ability to coach and advance individuals
• Advanced analytical and problem-solving skills
• Familiarity with PCs and applicable software

• Effective knowledge
• Accountability and self-management
• Teamwork and leadership
• Communication
• Innovation and problem-solving

• Ability to communicate effectively in English, both orally and in writing
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
• Ability to sit for extended time periods
• Sufficient manual skill for operation of PC keyboard and other standard office equipment
• Ability to travel, including occasional overnight travel
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects

3-5 years of related experience; 1-3 years of leadership/management experience

No

General and business knowledge equivalent to an associate's degree

At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of, WE>me. To be sure you align with our company mission, vision, values and culture reference the information below.

Company Culture is at Our Core

If there is one concept,…