Member Services Assistant Manager at FORUM Credit Union

Fishers, Indiana, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Mar, 26

Salary

0.0

Posted On

11 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Coaching, Training, Customer Service, Performance Management, Conflict Resolution, Team Management, Sales Goals, Onboarding, Communication, Problem Solving, Adaptability, Time Management, Strategic Planning, Staff Development, Service Standards

Industry

Financial Services

Description

Overview Are you ready to take your career to the next level in a community-oriented environment? FORUM Credit Union is looking for a dynamic Member Services Assistant Manager to be a crucial part of our leadership team. You'll manage the daily operations of our Member Service Center team, driving performance, and fostering staff development. The Member Services Assistant Manager is accountable for managing, training, coaching, and supporting Member Service Specialists to achieve quality member service and assigned goals. Additional responsibilities include the coordination of Member Services resources to meet service needs, resolving issues that arise, assisting Member Service Specialists on daily interactions, and contributing to strategic department planning. This is a hybrid role. Responsibilities What you'll do: Monitor and provide support in member interactions through calls, chats, and CU online messages in order to maintain and exceed service standards. Assist in managing team sales goals, department turnaround times, daily operations, and scheduling to ensure optimum departmental performance goals are attained. Contribute to the selection and onboarding of new employees and development, recognition, coaching and training of all employees. Document and assess employee performance and complete required evaluations within defined timeframes. Resolve complaints, surveys, and escalated member situations requiring a greater level if authority and understanding. Communicate with other departments to ensure optimum member experience. You may enjoy this job if: You demonstrate high ownership and commitment to achieving results. You thrive in an environment where thoroughness and accuracy in your work are valued, as you review information and follow guidelines diligently. You have a knack for anticipating customer needs and prioritizing satisfaction and service, this role could be a great fit for you. You find fulfillment in assessing urgency and risk, taking timely actions that benefit the organization. You adapt to change, maintain effectiveness in goal achievement, and collaborate flexibly. Qualifications What we are looking for: A two-year college degree or completion of a specialized course of study at a business or trade school or completion of a specialized and extensive in-house training program Three years to five years of similar or related leadership experience in call center environment Ability to work flexible schedule/hour The Member Service Center Assistant Manager works 8:00 AM to 5:00 PM, Monday to Friday, with rotating on-call support until 8:00 PM for Online Chat and rotating Saturdays from 9:00 AM to 1:00 PM. Competitive Pay Student Loan Reimbursement Tuition Assistance Wellness Programs Community Involvement and Paid Volunteer Time Professional Development/Award Winning Training Program 401K with Match Comprehensive Benefits Package Generous Paid Time Off Please note: A criminal background screen will be conducted upon hire. FORUM Credit Union values and celebrates diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Responsibilities

The Member Services Assistant Manager will manage the daily operations of the Member Service Center team, driving performance and fostering staff development. Responsibilities include monitoring member interactions, managing team sales goals, and resolving escalated member situations.