Call Center Assistant Manager - Service

LEADERSHIP AND MANAGEMENT RESPONSIBILITIES (50% to 60% of the time) § Embody the Credit Union's core values of Trust, Integrity, Teamwork, and Making a Difference and ensure direct reports embody these core values and apply them in daily activities. § Coach and mentor staff in cross selling and meeting goals. § Carry out responsibilities in accordance with the Credit Union's policies and applicable laws. § Work with the Call Center Service Manager in the areas of interviewing, hiring and training, coaching and mentoring the department staff; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems to achieve performance goals and ensure superior member service. § Prepares and maintains the department staff work schedules including approving all time through the payroll system for hours worked, and paid time off, etc. § In consultation with the Care Center Service Manager and Human Resources, promote, transfer, dismiss or change the status of department staff. OPERATIONAL RESPONSIBILITIES (40% to 50% of the time) § Take responsibility in the absence of the Call Center Service Manager and other Care Center Leadership Roles, including analyze and approve, deny or rescind loans as appropriate. Has decision authority on loans and account openings falling outside normal lending guidelines, check deposit, cash withdrawal and other E-service team approvals. § Coach and mentor staff in cross selling and meeting goals. § Serve as an operational reference to staff in resolving member complaints and problems in a timely manner. § Listen to and provide feedback on recorded calls. Role play, coach, and assist with problem areas specific to the individual. Keep record of all calls reviewed and direction provided. § Supervise the department in the areas that affect other departments, ensuring staff coordinates effectively. § Supervise department audits including wires, changes of address, account openings, loans and transactions. § Actively promote and participate in department sales goals and ensure department service culture is consistent with the Credit Union's business plan goals. § Make exceptions to policy as appropriate and within established authority. § Monitor and enforce adherence to all internal controls and security procedures on the department staff line. § Follow and ensure that department staff follow policies and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations. § Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with privacy act directives. § Perform other duties as assigned and work additional hours as required. QUALIFICATIONS To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION AND EXPERIENCE § Excellent leadership skills including coaching, mentoring, and redirection of staff. SKILLS AND COMPETENCIES To perform the essential functions of this job successfully, an individual should demonstrate the following competencies: § Leadership - the individual inspires and motivates others to perform well, accepts feedback from others. § Managing People - the individual includes staff in planning, decision-making, facilitating and process improvement, is available to staff, provides regular performance feedback, and develops staff's skills and encourages growth. § Delegation - the individual delegates work assignments, gives authority to work independently, sets expectations and monitors delegated activities. § Analytical - the individual synthesizes complex or diverse information. § Problem-Solving - the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully. § Oral Communication - the individual speaks clearly and persuasively in positive and negative situations, demonstrates group presentation skills and participates in meetings. § Quality Management - the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness. § Judgment - the individual displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions. § Planning and Organizing - the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans. § Safety and Security - the individual observes safety and security procedures and uses equipment and materials properly. Certificates, Licenses and Registrations None required for this job. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and/or stand for extended periods of time, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee will frequently be required to lift up to 30 pounds. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. DECLARATION Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Created: 2026-03-10