Neighbors Credit Union

Assistant Manager Contact Center

US-MO-St. Louis
7 days ago
Job ID
2017-1236
# of Openings
1
Category
Customer Service/Support

Overview

Are you a problem solver looking for a leadership position where you will assist in managing the daily workflow of the inbound call center for a mid-sized financial institution? Are you an excellent communicator who thrives on coaching and developing your team?

 

Who you are:

Experienced in call center supervision with knowledge of financial institution electronic services such as mobile banking, online banking and remote deposit. 

 

Who we are:

Neighbors Credit Union is a growing, not-for-profit, full-service financial institution that was established in 1928 in St. Louis. Here our employees have a simple purpose: to provide awesome member experiences. At Neighbors Credit Union, you will be part of a team that always puts people before profits.

 

Our Mission:

Providing awesome member experiences through innovative products, superior service, and trusted advice, while strengthening our community with financial education. We are dedicated to the success of our members and employees to ensure we are the financial institution of choice.

 

Responsibilities

  • Assists in the management of daily operations to ensure service standards set by management are met.
  • Troubleshoots member issues to determine cause and recommends course of action.
  • Provides back-up on phones as needed to ensure wait times are minimal and calls are routed properly; this individual will fill in during lunches, high volume times and vacations, handling a variety of calls.
  • Works directly with the contact center manager in creating ideas to improve the departments performance.
  • Assumes responsibility for contact center operations in the absence of the manager to include phone coverage, email and fax replies, escalated member issues, fee refunds, etc.
  • Assists in the training and development of staff by participating in monthly call reviews for member service surveys and provides coaching when necessary.
  • Coaches RM’s in sales, as well as the efficient handling of calls and proper screening techniques to achieve first call resolution.
  • Provides member assistance when calls are escalated by staff and follows up to coach on best practices, should a similar situation arise.
  • Ensures staff provide fair and consistent service to all members as well as other departments the contact center supports.
  • Communicates identified issues to the appropriate individuals to ensure swift and immediate corrective action is taken.
  • Assists in gathering data for monthly reports.

Qualifications

Expectations

  • Thorough understanding of the expected service levels, credit union goals, objectives, policies and procedures as they pertain to the contact center.
  • Sound judgement and the ability to handle a variety of member complaints with tact and professionalism.
  • A strong concern for member satisfaction and a genuine desire to work with people are necessary for this position.
  • Work schedule must be flexible to ensure coverage of phones and other communication channels utilized by credit union members.
  • The ability to change projects or tasks based on call volume is required. The Assistant Manager may be required to work overtime with little or sometimes no notice.

 

Experience

  • Six months to 1 year of supervisory or assistant manager experience is required.  One year of Call Center experience is preferred.
  • Minimum of three years of experience in the financial or member service area of a credit union or other financial institution preferred.
  • Familiarity with financial institution electronic offerings such as Mobile Banking, Remote Deposit, Bill Pay, etc. is required.

 

Knowledge/Education

  • Some college studies (preferrably business or related major) or equivalent.
  • Professional written communication skills are required.
  • Familiarity with coaching techniques and/or experience in a lead position with mentoring resposibilities.
  • Knowledge of and experience with financial institution electronic services such as Mobile Banking, Online Banking, Remote Deposit, E-Mail, etc.
           

Skills

  • Excellent judgement and the ability to make decisions quickly and confidently.
  • Excellent communication skills both verbal and written, preferably with an emphasis on business writing.
  • Ability to handle a large volume of member inquiries by phone or email quickly and efficiently.
  • Ability to make decisions and direct subordinates clearly and effectively.
  • Courtesy, tact and diplomacy are essential elements of this position. This work involves personal contact with others inside and outside the organization.

 

 

Rewards

  • This position is full-time and will be eligible for benefits including medical, dental, life insurance, disability insurance, flexible spending accounts, and a 401(k) plan with matching contributions.
  • Competitive base salary and a monthly incentive plan.
  • Neighbors has excellent opportunities for career advancement and professional development.

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