Digital and Contact Center Assistant Manager

at  Sun Community Federal Credit U

DIGITAL AND CONTACT CENTER ASSISTANT MANAGER

Department: Contact Center
FLSA: Exempt
EEO: First/Mid-offs/Mgr.
Salary Grade: 10
Salary Range: $66,560 - $75,800 - $87,170
People Vision: Our people create an environment that produces genuine empathy and feelings of care and concern for a better future and personal well-being to make us the only choice in the communities we serve… “Changing lives, because we care.”

QUALIFICATIONS

Education/Certification: A college degree in business, finance or related field or equivalent work experience.
Required Knowledge: Knowledge of credit union or call center practices.
Experience Required: Progressives leadership experience in a financial institution and 1 plus year contact center experience or 5 plus years progressives leadership experience in a call center environment.
Skills/Abilities: Excellent communication and leadership skills
Supervisory and training abilities
Passion and empathy for people
Sound judgement and decision-making skills
Goal and detail oriented
Maintains confidentiality of member account information.
Ability to operate related computer software
Working Conditions: Climate controlled business office environment

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well- constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminate

POSITION PURPOSE

We are in the people business. At Sun Community Federal Credit Union, our vision is to deliver extraordinary service experiences that assist in changing our members lives for the better. As a Contact Center Assistant Manager, you are responsible for the supervision, service and sales support of the Contact Center – both inbound and outbound services call in partnership with the Digital & Contact Center Manager. You will support managing service goals and competencies, performance standards, employee motivation and retention and member relationships. You will be a contributor in the development of strategies and process improvements as well as represent SUN to the people in the community you serve.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Supports all operation aspects of the Contact Center including digital products and services, member service, employee relations, and administration.
• Responsible for ensuring extraordinary member service experiences, deepening relationships through referrals and additional products and services.
• Analyze sales, service, and phone reports to recommend strategies to ensure goals are met or exceeded and the member calls are handled timely and effectively.
• Works closely with Digital Service Representatives to analyze and monitor the Meridian Link online account opening and loan funding process to mitigate fraud, meet goals and support member growth.
• Assists in creating performance management standards including service quality metrics such as average wait time, abandoned calls, and average handle time. Establishes benchmarks and identifies areas of improvement.
• Ensure escalated member complaints and issues are resolved adequately and timely.
• Ensures timely communication and clear understanding for new/existing digital programs, procedures, and processes are shared with department. Makes recommendations for process improvements with the goal of streamlining processes and improving productivity.
• Assists with implementation of credit union digital projects and initiatives in support of short- and long-term organizational goals.
• Provides prompt, efficient, and accurate service to members and personnel with requests, inquiries or problems concerning digital services.
• Monitors online banking open cases with vendor for prompt resolution.
• Supports Contact Center Department with testing and implementation of assigned digital systems rollouts, upgrades, and process changes.
• Attend applicable vendor webinars, and participate in periodic calls to discuss service issues, project status and enhancement/upgrade timelines.
• Keeps current with changes and trends related to digital products and services.
• Ensure Contact Center technology and systems adequately function and manages technology and systems to provide an “easy to do business with” service for our members.
• Assists with overseeing more complex digital contact center systems including phone system, online banking, online account opening and online loan processing, bill pay, IVR, mobile banking, and remote deposit capture. Ensure full understanding of contact center department deployed technology, new digital products/services and/or phone related services to include call management systems, IVR, call flow. Etc.
• Communicate with department and management to effectively facilitate both upward and downward communication and feedback, having crucial conversations as required.
• Monitored, staff performance, recommend promotions and disciplinary action. Staff is recognized and successes are celebrated.
• Provides extraordinary experiences and behavior that shows commitment to SUN’s vision and strategy.
• Models CML Service expectations.
• Ensures compliance with BSA Rules & Regulations.
• Reports any unusual suspicious activity to the BSA Compliance officer for further review.
• Obtain BSA training annually. Ensures that all assigned staff completes the proper BSA training annually.
• Completes required reports and related documents promptly and accurately.
• Maintain high ethical standards based on SUN’s values and Vision and Strategic Plan. Comply with all regulations/applicable law the govern the CU.