Assistant Call Center Manager

TruStone Financial Credit Union; Plymouth (MN); On-site; USD 54,000 - 68,000; Full time

Benefits offered by this job

Health insurance

Paid time off (PTO)

401(k) with employer match

Dental and vision insurance

Life insurance

Job summary

TruStone Financial Credit Union is seeking a leadership-focused manager to oversee all Member Service Representatives and related roles at the Plymouth Corporate Office. You will appoint staffing, conduct performance assessments, and drive development through coaching to meet service center goals and strategic initiatives.

The role emphasizes cost control via staffing efficiency, involvement in technology enhancements and new product offerings, and empowering staff to uphold core values in a

Qualifications

• Associate’s Degree or equivalent work experience.
• 5+ years of customer service or contact center experience, including financial services.
• 2+ years of supervisory or leadership experience.
• Excellent customer service and sales skills.
• Experience in computer systems including MS Office.
• Strong verbal and written communication skills.
• Ability to pass a pre-employment drug test and background checks.
• Regular and reliable attendance at the workplace.

Responsibilities

• Lead and supervise Member Service Representatives and related roles.
• Appoint staffing and evaluate performance assessments.
• Coach and mentor staff to achieve goals.
• Contribute to cost control through staffing and efficient processes.
• Participate in committees on research and development of new technologies and offerings.

Skills

Customer service

Sales skills

MS Office

Verbal & written communication

Self-direction/initiative

Professionalism under pressure

Education

Associate degree or equivalent

Tools

MS Office

Job description

TruStone Financial is a full-service, member-owned credit union that provides simple yet competitive financial tools to empower our members’ financial well-being. Founded by teachers in 1939, TruStone Financial has since grown to the second-largest credit union in Minnesota and our 550+ employees serve more than 200,000 members across 23 locations in Minnesota and Wisconsin. Our vision is to create exceptional financial experiences, and to do that we need our exceptional people! Join our growing team and help us deliver on our mission to engage, educate and inspire our members to achieve lifelong financial well-being.

WHAT YOU’LL DO:

This role provides structure and leadership and is responsible for all Member Service Representatives, Senior Member Service Representatives and Lead Member Service Center Representatives. Responsible for appointing new and additional staffing as well as the completion and evaluation of performance assessments. Cultivate employee development through coaching, mentoring and leadership to achieve Member Service Center goals, corporate goals, and strategic initiatives. Execute strategies and formalized plans to maintain cost control through appropriate staffing, using efficient and effective work processes through all delivery channels. Responsible for contributing to strategically focused committees relating research and development of enhancements to new technologies and product offerings. Committed to ensuring all levels of staff are empowered to deliver on our Core Values.

WHAT YOU’LL BRING:

Availability to work 40 hours per week Monday through Friday between the hours of 8:00am – 5:30pm and rotating Saturdays 9:00am – 1:00pm at our Plymouth Corporate Office; exempt.

In addition:

• Associate’s Degree or equivalent work experience.
• 5+ years of customer service or contact center experience, including financial services experience.
• 2+ years of previous supervisory or proven leadership experience.
• Excellent customer service and sales skills.
• Experience in computer systems including MS Office.
• Strong verbal and written communication skills.
• Ability to be self-directed while displaying initiative and decision making skills.
• Ability to maintain a high level of professionalism while working under pressure.
• Excellent organizational and project management skills.
• Compliance with the Bank Secrecy Act and all its provisions.
• Ability to pass a pre-employment drug test and various background checks.Regular and reliable attendance at the workplace.

WHAT WE OFFER:

The salary range for this position is $54,400 to $68,000 per year. In addition, we offer:

• Competitive pay and incentive programs for all positions.
• Health insurance with the ability to choose which plan option is best for you – a Traditional Health Plan or Health Savings Plan.
• Affordable dental and vision insurance coverage.
• Earn 22 days of paid time off annually for full-time employees with an equivalent accrual for part-time employees – and, the longer your tenure, the more PTO you’ll have to enjoy.
• 10+ paid holidays each year.
• Up to 16 hours of paid time annually to volunteer for organizations you are passionate about.
• 401(k) with 50% employer match on the first 6% you contribute – plus, after one year of service, an additional 3% safe harbor employer contribution that is immediately 100% vested regardless if you are contributing or not.
• Eligibility for profit sharing opportunities in the form of a contribution to your 401(k) account.
• Employer-paid Short Term and Long Term Disability benefits.
• Employer-provided life insurance up to 2.5x your base salary with the option to purchase additional coverage for yourself, spouse and eligible dependents.
• Reimbursement for higher education expenses of up to $5,250 per calendar year (including tuition, books and activity fees).
• Career development opportunities – including our STEP job shadow program, TruStone Academy certification courses, Mentorship Program and more.
• Special employee discounts when you join TruStone Financial as a credit union member.
• Employee activities, events, discounts, and many other great benefits and perks!

TruStone Financial Credit Union is an Affidative Action and Equal Opportunity Employer of Protected Veterans, Individuals with Disabilities and all Protected Classes.