Assistant Contact Center Manager at TAPCO Credit Union

University Place, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

15 May, 26

Salary

30.2

Posted On

14 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact Center Operations, Leadership, Training Support, Member Service, Loan Processing, Regulatory Compliance, Coaching, Performance Monitoring, Cross-Selling, Interpersonal Skills, Supervisory Skills, Bookkeeping, Accounting, Verbal Communication, Digital-First Mindset, Mortgage Loan Originator

Industry

Financial Services

Description

Description Join a Legacy of People Helping People Serving the South Sound since 1934, TAPCO Credit Union has been built on a simple yet powerful philosophy: People Helping People. As a not-for-profit financial cooperative, we’re deeply rooted in Pierce County, proudly serving generations of members and our communities. At TAPCO, our employees are the heart of our mission. We foster a culture of trust, collaboration, curiosity, and respect, where every individual can bring their authentic self to work, grow in their career, and make a meaningful impact. We’re committed to diversity, equity, inclusion, belonging, and accessibility, ensuring that every voice is valued and every team member has the opportunity to thrive. When you join TAPCO, you’re not just starting a job; you’re joining a community that believes in supporting one another, learning together, and making a difference every day. Come experience the TAPCO difference and help us continue our legacy of service, innovation, and care for our communities. Position Purpose Assists in the direction and administration of the contact center operations in collaboration with the Contact Center Manager. Ensuring that contact center activities are conducted with care and in accordance with credit union policies and legal/regulatory requirements. Oversees and handles complex member question and problems regarding account statements, loans, payments, automatic transfers, interest rates and investment certificates. Oversees and processes loan applications for consumer, home improvement and home equity loans. Provides leadership, direction and training support to Contact Center staff. Ensures members receive courteous, professional and timely service. Promotes TAPCO’s products and services to members. Base Expectations: Embrace and live TAPCO's Values We are People - Centric We are curious. We are inclusive. We are collaborative. We are a trusted partner Core Competencies Member Focus: Build strong relationships inside and outside the organization while delivering member-centric solutions. Instills Trust: Building trust by making good and timely decisions while consistently achieving results, even under challenging circumstances. Drives Results: Making good and timely decisions while consistently achieving results, even under challenging circumstances. Cultivates Innovation: Creating new and better ways for the organization to be successful even during times of uncertainty. Leadership Competencies Drives Purpose and Vision: Painting a compelling picture of the vision and strategy for TAPCO through the development and motivation of their team. Plans and Aligns: Planning, prioritizing, providing direction and removing obstacles to keep TAPCO moving forward and meeting our organizational goals. Requirements Position Responsibilities Responsible for the effective and efficient performance of the Contact Center function, ensuring that contact center activities are conducted with care and in accordance with credit union policies and legal/regulatory requirements. Ensures members calling in are greeted in a courteous, professional, timely manner, receive prompt, service and accurate member transactions. Embeds diversity, equity, inclusion, belonging, and accessibility (DEIBA) into your daily workflow. Assists staff in resolving errors or discrepancies. Ensures ongoing coaching and development of staff. Oversees and performs complex member service contact-center activities including resolving member’s questions and problems regarding account statements, loans, payments, automatic transfers, interest rates and investment certificates. Leads with a digital-first mindset, coaching staff to leverage technology, digital tools, and innovative solutions to meet member needs efficiently and effectively. Oversee and processes applications for consumer, home improvement and home equity loans. Registers and maintains registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures. Provides leadership and direction to branch staff. Ensures staff are well trained and understand Credit Union policies/procedures and legal requirements. Monitors individual performance and effectiveness. Conducts performance reviews and implements corrective actions as needed. Ensures ongoing coaching and development of staff. Maintains an up-to-date knowledge of and adheres to the requirements of all related policies, procedures, rules and regulations required for position. Maintains an in depth, up-to-date knowledge on all credit union products and services. Promotes, explains and cross-sells other credit union services. Ensures and models a high level of customer service and professional demeanor and appearance. Thorough knowledge of all aspects of real estate lending including knowledge of all applicable laws, regulations and programs Demonstrates an understanding of and adheres to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as it specifically relates to the job functions. Assumes responsibility for other duties as required or assigned. Position Qualifications High School diploma, or equivalent. 1-3 years’ experience in branch operations call center environment. Knowledge of consumer lending practices and federal/state consumer lending regulations. Demonstrated strong interpersonal, leadership and supervisory skills. Experience managing others. Ability to perform math calculations (addition, subtraction, multiplication, division, percentages). Understanding of bookkeeping and accounting. Good verbal communication skills. Preferred Qualifications Bachelor’s degree in finance, business administration or related field. 2-years’ experience as a call center supervisor or manager in a credit union, bank or other financial institution. Understanding of the credit union’s field of membership. Thorough knowledge of Credit Union services and products. Previous lending experience. Position Working Conditions The work environment is an office setting. Long periods of time communicating with others telephonically. Movements frequently and regularly required using the wrists, hands and/or fingers. Frequently required to sit and stand for longer periods of time. Salary Range: $27.46 - $30.20 per hour. Benefits TAPCO offers a comprehensive benefit package: 100% Employer-paid medical, vision, prescription, and dental insurance option for all employees. 50% Employer-paid spouse coverage. 65% Employer-paid dependent children coverage Flexible Spending Account (FSA) Dependent Care FSA Health Savings Account (HSA) 401(k) Plan with up to 7% match 100% Employer-Paid Life Insurance/AD&D package Paid Vacation and Sick Time 11 Paid Holidays + 1 Floating Holiday Optional Short- and Long-Term Disability Employee Assistance Program 40 paid volunteer hours Shared Bonus Plan (when company goals are achieved) Diversity, Equity, Inclusion, Belonging, and Accessibility (DEIBA) Purpose Statement TAPCO embraces diversity, equity, inclusion, belonging, and accessibility (DEIBA) and is committed to creating a workplace where all stakeholders involved, regardless of gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or limited mobility and abilities, feel valued and respected. We are committed to include diversity, equity, inclusion, belonging, and accessibility at the center of our work. We are committed to nondiscriminatory practices and provide equitable opportunity for all. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard. We welcome every person to bring their authentic perspective and experience to advance our mission. We focus on real people's experiences to uncover and address systemic inequities. We address our gaps and inequities through products, practices and policies that uplift our employees, members, and community. We put allyship into action every day. We value the seen and unseen qualities that make you who you are. Equal Opportunity Employer Statement TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. As a people-centric organization, we believe every employee and applicant has the right to work in surroundings that are free from all forms of unlawful discrimination. TAPCO does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, termination, layoff, leave of absence, and general treatment during employment.

Responsibilities

This role assists in directing and administering contact center operations, ensuring activities comply with credit union policies and legal requirements while overseeing complex member issues regarding accounts, loans, and payments. The manager provides leadership, direction, and training to staff, ensuring courteous and timely service while promoting the credit union's products and services.