Contact Center Assistant Manager, Begin Your Leadership Journey - Military veterans preferred

Job Title:  Member Resource Center Assistant Manager

Department: Member Resource Center

Reports To: Member Resource Center Manager

FLSA Status: Exempt

Grade: 9

Summary 

The Member Resource Center Assistant Manager is responsible for the effective and efficient supervision of the Member Resource Center Department. This position will foster a team environment by providing quality leadership to the MRC staff to ensure service standards are implemented and excellent member service provided.  This includes supervisory duties such as training, developing, and managing the performance of the MRC Staff; assisting the MRC Manager with coordinating department activities; and adhering to Credit Union policies and procedures. 

Essential Duties and Responsibilities include the following. Other duties may be assigned. Include the following. Other duties may be assigned. This job description in no way implies that the duties listed here are the only ones that the employee can be required to perform. The employee is expected to perform other tasks, duties and trainings as dictated by their managers/supervisors.

• Maintain harmony among Member Resource Center Representatives and resolves grievances to support team morale.
• Maintains knowledge of and actively coach MRC representatives on Credit Union products and services.
• Train new employees, ensuring the completion of all 90-day training program requirements. 
• Coach call agent employees by monitoring service calls to observe employee demeanor, technical accuracy, and conformity to company policies
• Be available to support employees by answering questions, resolving problems, helping with complex transactions and sensitive member relations’ issues, explaining policies and procedures, and any other areas needed to ensure adequate service standards.  
• Lead a strong team of successful employees through training, evaluation, mentoring, coaching, and discipline
• Understand and adhere to Credit Union policies, procedures, and compliance as it applies to the call center and member service 
• Responsible for ensuring call agents deliver fast, friendly, and efficient service to credit union’s membership, adhering to service standards.
• Ability to resolve escalated member concerns through problem resolution and courteous service.

• Assist MRC Manager by providing support, input, feedback, and guidance concerning daily operations
• Completes daily reports on Member Resource Center activity and complete monthly analysis based on daily reports.
• Coordinate with MRC Manager on various assigned Credit Union and department initiatives including determining work procedures, work schedules, and department workflows
• Monitor performance of call agents by generating department metric reports and ensuring delivery of Excellent Member Service internally and externally.
• Act in lieu of the MRC Manger every other Saturday
• Time on phones answering members calls should amount to approx. 16 hours per week or to meet fluctuating call volume demand. 
• Accurately identify all members using RGCU approved Verification Repgen.
• Accurately perform OFAC during transactions such as but not limited to initiating wires, etc.
• Report all suspicious activity to the BSA Officer or the BSA Specialist.
• Assist in any other areas as directed by the Member Resource Center Manager, Vice President of Lending or President/CEO.
• Accurately identify all members using RGCU approved Verification Repgen.
• Accurately perform OFAC during transactions such as but not limited to: initiating wires, etc.
• Ensure that all accounts, loans, and transactions are reviewed for the appropriate red flags.
• Report all suspicious activity to the Risk Management department via the compliance group email.

Supervisory Responsibilities                                                              

Directly supervises the MRC representatives. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; processing timecards; creating and managing schedules.

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies 

To perform the job successfully, an individual should demonstrate the following competencies:

Management Effectiveness - Delegates, then supervises performance. Maintains professional composure under trying/difficult situations. Utilizes personal time effectively. Shows personal organization in filing and record keeping.

Team Development - Leverages diversity and inclusiveness- develops and retains a diverse, high quality workforce. The ability to coach to develop one’s capabilities. Sets clear goals and expectations and tracks teams progress.

Planning/ Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Stress Management - The ability to perform under pressure and in adversity in order to obtain departmental and organizational goals.

Quantity Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality. Meets productivity standards; Strives to increase productivity; Completes work in timely manner; Works quickly.

Education and/or Experience   

Experience- 2 to 5 years related experience

Education- 2-year degree or completion of specialized course of study OR 5 years related experience

Language Skills                                                      

Ability to write reports, business correspondence, and procedure manuals such as Standard Operating Procedures (SOPs).  Ability to effectively present information and respond to questions from groups of managers, clients, members, and the general public. Must be able to read and write using the English language.

Mathematical Skills                                                             

Ability to calculate figures and amounts such as discounts, interest, amortizations, proportions, percentages, cash flow, net present values, and depreciation.  Ability to apply concepts of basic algebra and arithmetic.

Reasoning Ability                                                  

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills                                                    

To perform this job successfully, an individual should have knowledge of Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms and talk or hear. The employee must frequently lift and/or move up to 25 pounds. 

Work Environment 

The work environme­­nt characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderate. Work is performed on the phone in a cubicle.