E-Services Assistant Manager

Job Details Description

• Model the Credit Union’s core values of Trust, Integrity, Teamwork, and Making a Difference, ensuring direct reports consistently demonstrate and apply these values in their daily activities.
• Provide direct supervision through clear leadership, direction, and guidance. Deliver ongoing coaching, training, motivation, and constructive feedback to ensure team members meet and exceed service standards, achieve performance goals, and deliver an exceptional member experience.
• Partner with the Call Center Management team to recruit, interview, hire, and train ITM staff. Plan, assign, and direct daily work activities while fostering a positive, accountable, and engaged team environment. Conduct performance evaluations, recognize strong performance, address performance concerns, and resolve employee relations matters professionally and promptly.
• Oversee written member communications to ensure timely, accurate, and professional responses. In collaboration with the E-Services Manager, establish, monitor, and manage metric-based outcomes, reporting, and analytics that enhance operational effectiveness and drive a superior member experience.

• Model the Credit Union’s core values of Trust, Integrity, Teamwork, and Making a Difference, ensuring direct reports consistently demonstrate and apply these values in their daily activities.
• Provide direct supervision through clear leadership, direction, and guidance. Deliver ongoing coaching, training, motivation, and constructive feedback to ensure team members meet and exceed service standards, achieve performance goals, and deliver an exceptional member experience.
• Partner with the Call Center Management team to recruit, interview, hire, and train ITM staff. Plan, assign, and direct daily work activities while fostering a positive, accountable, and engaged team environment. Conduct performance evaluations, recognize strong performance, address performance concerns, and resolve employee relations matters professionally and promptly.
• Oversee written member communications to ensure timely, accurate, and professional responses. In collaboration with the E-Services Manager, establish, monitor, and manage metric-based outcomes, reporting, and analytics that enhance operational effectiveness and drive a superior member experience.

• Promote and actively support a sales and service culture aligned with the Credit Union’s strategic goals and business objectives.
• Maintain a positive attitude and professional demeanor in all member and internal communications.
• Serve as backup to the E-Services Manager and Call Center Assistant Managers as needed.
• Assist with scheduling work hours and breaks for all ITR staff to ensure appropriate coverage and operational efficiency.
• Oversee teller transactions and provide required approvals and overrides in accordance with established authority limits.
• Provide coaching, guidance, and operational support to ITR representatives, serving as a resource for complex member issues and transaction questions.
• Support tellers with balancing discrepancies and assist in researching and resolving variances.
• Exercise sound judgment when approving policy exceptions within established authority limits.
• Monitor and enforce compliance with internal controls, security procedures, and operational policies related to ITM operations.

• Ensure adherence to all policies and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD), maintaining compliance with all applicable regulations.
• Maintain the highest level of integrity and confidentiality in all member interactions and account handling, adhering to privacy and information security standards.
• Perform additional duties as assigned and maintain flexibility to work overtime as business needs require.

To perform this role successfully, an individual must be able to execute each essential duty effectively. The qualifications listed below represent the knowledge, skills, and abilities required. Reasonable…