Assistant Member Service Center Manager

at  Jeanne DArc Credit Union

Jeanne DArc Credit Union offers competitive wages, excellent benefits, a pleasant working environment, and the opportunity for career growth and advancement. We count on our valued workforce to be professional, provide exceptional member service, and help our members make smart financial choices.

Provides direction to and oversight of assigned Member Experience team members and serves as a resource for all branch functions and services. Welcomes members and non-members and performs various transactions accurately and efficiently. Adheres to Credit Union policies and procedures to ensure ethical and compliant business practices. Builds member relationships through education about products and services. Supports team members by assisting with challenging member questions and provides appropriate account overrides.

• Provides leadership and direction to assigned contact center team members. Responsibilities include interviewing, performance management, coaching, recognition, corrective action, development, and empowerment while ensuring the achievement of key performance metrics.
• Oversees the day-to-day operation of their assigned contact center team members while monitoring productivity and performance. Provides feedback and instructions, intervenes as necessary. Works with other team leads and the AT - Inbound Contact Center Manager to strive for consistency in daily operations.
• Supports the member contact center with internal and external member concerns by providing high-level guidance and communication relating to operational questions, risk management, and human resource-related matters.
• Provides appropriate overrides within Credit Union guidelines and limits. Serves as a role model and trains new Member Contact Center Representatives and Senior Member Contact Center Representatives.
• Deescalates challenging member situations by demonstrating problem-solving skills, exercising sound judgment and decision-making while demonstrating a special effort to say “yes.” Remains focused on member retention or recovery.
• Performs the role of Member Contact Center Representative and Senior Member Contact Center Representative as needed.
• Participates in department and/or organizational projects as assigned.
• Hosts, attends, and participates in meetings as required.
• Performs other job-related duties as assigned.

Two to four years of related experience within a call center or the financial industry is required; previous supervisory experience preferred. Proper National Mortgage Licensing System (NMLS) credentials are required or obtained within 60 days of hire; Associate’s degree required or an equivalent combination of education and experience.
Position requires a significant amount of personal contact with others inside and outside the Credit Union, thus requiring a high degree of confidentiality, discretion, diplomacy, and tact in communication. Builds relationships and fosters positive interactions with Credit Union team members, members, and vendors by demonstrating friendly, helpful, and efficient service. Excellent telephone, written, and verbal communication skills are required, including positive tone, explaining financial concepts clearly and concisely, managing difficult conversations, and skillfully diffusing upset members. Patience, active listening, and sound judgment are required. Ability to motivate and influence the actions of others. Must have the ability to understand and communicate products, services, and regulations.
Proficient Microsoft Office skills and the ability to learn the core system and other related software are required. Must have the ability to apply cognitive reasoning to daily tasks, take ownership, and work independently and as part of a collaborative team. Must be highly motivated, detail-oriented, organized, and efficient with multitasking, problem-solving, and practical application. Must be able to work in a professional, high call-volume call center environment without sacrificing the quality and accuracy of work performed

Please refer the Job description for details