MEMBER CONTACT CENTER ASSISTANT MANAGER

Purpose

The primary purpose of this position is to assist Community Choice Credit Union to live out our purpose, We believe in helping our neighbors achieve the life they desire.

A key component of this mission is to provide five-star service to our members and team members.

Position Summary

First level of management within the contact center. Works with the team members within the contact center and credit union to ensure an excellent member experience.

Mentors, educates, redirects and inspires team members to meet their fullest potential. This role is considered a leader within the Credit Union.

Core Competencies - Title and Definition

Core Values

o Committed : We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being.

o Charitable : We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve.

o Credible : We are our Members trusted financial advisors; each Team Member plays an integral role in the well-being of our Members financial lives and the success of Community Choice Credit Union.

o United : We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other.

Adaptability / Initiative

Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.

Position Competencies

Coaching

Develop each employee to their highest potential by identifying areas for improvement and celebrating strengths. Demonstrate enthusiastic support or corporate purpose, core values and long-term objectives and educate team members on our 'why'.

Forms trust and relationships by demonstrating concern and respect for others and providing transparent communication. Ensures that team members understand their level of expectation, including what they are responsible to deliver and expected to undertake.

Provides mentorship, support, feedback, and holds team member accountable for their responsibilities. Leader observes their team members performance daily.

This allows the leader to catch team members doing it right, redirect, and deliver effective confrontations, if applicable.

Through performance observations, identify team members willingness and ability. Train or delegate on the job training to team members to ensure they are able to complete tasks.

Engages in two-way conversations throughout the year, at minimum on a monthly basis, that ensure an up-to-date understanding of performance expectations, celebration of performance, performance gaps, and actions required to close any gaps.

Allows others to find their way yet helps when needed. Uses coaching resources and data to develop specific performance actions for team members, i.

e. additional responsibilities / authority, project initiatives, development plans and responsibility restrictions.

Drive for Results / Improvement

Develops challenging objectives (stretch goals) and accepts personal responsibility or if applicable, holds others accountable for achieving them.

Puts priorities on resources, inspires performance and measures outcome. Continues to manage the objectives until result is accomplished.

Communicates with others and motivates to achieve results. Demonstrates a strong sense of urgency about achieving goals;

high energy, passion, and speed for competitive advantage. Is diligent, sees it through, and gets it done. Gains feedback for self and others after results are accomplished to ensure continuous improvement and celebrates wins.

Role Mastery of Essential Duties

Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance.

Essential Duties

Provide effective training, coaching and mentoring techniques to staff regarding all aspects of sales and service to ensure individual goals and growth targets of the credit union are met.

Effectively track sales performance to ensure the Member Contact Center goals are achieved.

Evaluate and clearly communicate the work of team members by conducting timely performance appraisals, recommending promotions, and reassignments, to ensure efficient and effective delivery of service to all members.

Encourage and support staff with effective communication regarding work performance, goal achievement, and corrective actions to ensure a high-quality work environment is maintained and individual and credit union goals are achieved.

Develop, implement and manage sales and promotional strategies to support Member Contact Center sales goals.

Provide effective management of Team Member work schedules and assignments, and operational processes.

Manage the monitoring of telephone, email, and TMC Escalation tickets processes to ensure proper handling and timely processing of member requests.

Manage the monitoring of TMC Scripts to ensure accurate and up to date information is provided to the membership.

Provide direct support in managing the accuracy and completeness of operations and assist members as needed to ensure the consistent application of policies and practices are in compliance with NCUA and all other legal requirements and regulations.

Conduct the recruitment and selection of quality applicants to develop an effective and enthusiastic sales team.

Position Qualification

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential.

Education

Education Program of Study / Concentration Required / Preferred

High School Diploma Required

Experience Requirements

Years of Experience Type of Experience

2-5 Years Similar or related management experience

2-5 Years Similar or related financial industry experience

Skills & Abilities

Thorough knowledge of financial industry

Thorough knowledge of products, services, and policies

Familiarity with Member Contact Center functions, policies, and procedures

Ability to successfully lead and grow branch profitability

Formalized Leadership and / or Management education is preferred

Strong interpersonal and communications skills

Mental Demands

The team member must be able to read and interpret documents or instruments, understand and / or follow complex written and oral instructions, make decision and to resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and / or concisely, perform mathematical functions, and handle multiple, concurrent tasks.

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 talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel.

The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and / or move up to 25 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.

General Statement

The above statements are intended to describe the general nature and level of work being perfo