Contact Center Assistant Manager at Arbor Financial Credit Union

Oshtemo Charter Township, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Sep, 26

Salary

23.44

Posted On

06 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Staff Mentoring, Member Service, Financial Product Knowledge, Digital Banking, Regulatory Compliance, Microsoft 365, Problem Solving, Organizational Skills, Consumer Lending, Relationship Building, Conflict Resolution

Industry

Banking

Description

Description Contact Center Assistant Manager Benefit Highlights · Hybrid work schedule (2 days remote) · Paid vacation, personal, sick, holiday, volunteer & birthday time off · Top-notch health insurance, vision, and dental · HSA, Flexible spending plans, life insurance, short-term/long-term disability · 401(k) with 6% match and 4% profit-sharing contribution · Incentive bonus based on performance of the organization · Tuition reimbursement Starting Wage: $23.44 /Hour, based on experience Location: Kalamazoo, MI About The Role The Assistant Manager of the Contact Center plays a vital role in supporting daily operations and driving overall contact center success. This position is responsible for mentoring and developing staff, ensuring exceptional member service, and maintaining efficient, high-quality service delivery across all channels. In addition to providing leadership in the absence of the Virtual Branch Manager, providing support across phone, email, and digital channels for card services, lending, and account transactions. This role combines professional call center experience with proactive relationship-building to resolve inquiries, promote financial wellbeing, and ensure member satisfaction. Where You’re Headed Assistant Managers often grow into Branch Managers, with potential to grow onward into other leadership roles. The experience you’ll gain also transfers well to roles in our lending or back-office teams. What You’ll Do Support day-to-day contact center operations by applying strong knowledge of Arbor’s platforms, products, and policies to deliver timely, accurate, and exceptional member service Mentor staff, assist with scheduling, and lead team meetings Assist with account services and consumer loans Proactively build and maintain relationships with members to identify and meet their financial needs Serve as a backup to the team and resolve complex member issues Ensure compliance with policies, procedures, and regulations Is This You? High School Diploma or equivalent Solid knowledge of financial products/services, digital banking platforms, and regulatory requirements Strong leadership, communication, member service, and interpersonal skills Solid knowledge of financial products, services, and regulatory requirements Proficiency in basic computer operation and Microsoft 365 Professionalism in conduct, communication, and appearance Ability to work collaboratively in a fast-paced environment centered on member needs, with occasional offsite travel Strong attention to detail, problem-solving, and organizational skills Ability to handle confidential information with discretion Able to be bonded (Age 18+) Preferred But Not Required: College degree (business, finance, or related), leadership experience, 2+ years of experience in a contact center or customer service environment, proficiency with Fiserv DNA, consumer lending and/or sales experience Why Join Arbor? For over 90 years, Arbor Financial Credit Union has helped members and employees thrive. We’ve built a workplace grounded in our core values: Work Together, Do the Right Thing, Be Creative, and Have Fun. Here, you’ll enjoy meaningful work, growth opportunities, caring teams, and great benefits. Visit our website to discover what makes us exceptional and apply in minutes: www.arborfcu.org/careers.

Responsibilities

Support daily contact center operations by mentoring staff and ensuring high-quality member service across phone, email, and digital channels. Act as a backup to the Virtual Branch Manager and resolve complex member issues regarding card services and lending.