Assistant Manager, Member Contact Center

SchoolsFirst Federal Credit Union; Riverside (CA); On-site; USD 78,000 - 118,000; Full time

Job summary

SchoolsFirst Federal Credit Union in Riverside, California, seeks an Assistant Manager for the Member Contact Center. You will lead a team, ensure quality service, and partner with other departments to deliver consistent member experiences.

The role requires strong people leadership, training oversight, and a focus on process improvements. The pay range is $78,419 to $117,628 with a 40-hour work week, and opportunities for growth within the credit union.

Qualifications

• High School Diploma or GED required.
• Bachelor's Degree in a related field or equivalent years of experience required.
• 3-5 years of prior functional experience required.
• 1-3 years of prior management experience required.

Responsibilities

• Maintains good communication with all departments to ensure accuracy of information provided to Members and MCC staff.
• Advocates for the team to ensure opportunities for success are provided.
• Ensures a positive, Member-focused attitude through motivation and development initiatives.
• Oversees training for direct reports and partners with Learning & Development to deliver training initiatives.
• Assists the Manager in developing Supervisors to support frontline operations.
• Develops and mentors direct reports to deliver high Member Service and efficiency gains.
• Researches, evaluates and implements department/divisional projects relevant to scope.
• Provides consultative services to Members on credit union products and services.
• Ensures compliance with policies, SOPs and audit standards.
• Stays informed of trends in the credit union movement and recommends changes.

Skills

3-5 years experience

1-3 years management experience

Education

High School Diploma or GED

Bachelor's Degree in related field

Job description

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.

Assistant Manager, Member Contact Center

The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Pay Range

$78,419.00 - $117,628.00

Scheduled Weekly Hours

40

What You’ll Be Doing

• Maintains good communication with all other departments ensuring the accuracy of information given to Members and MCC staff.
• Advocate for the team member in order to ensure every opportunity for success is provided.
• Ensures that department team members maintain a positive, Member focused attitude through motivation and development initiatives.
• Responsible for ensuring the training activities for their direct reports and partners with other departments such as Learning & Development to ensure the delivery of training initiatives.
• Assisting the Manager with the development of Supervisors in order to ensure the highest level of support to frontline.
• Develops and mentors direct reports to deliver the highest level of Member Service through continuous quality improvement and prudent efficiency gains.
• Assists with researching, evaluating and implementing department and/or divisional projects that pertain to the scope of the department.
• Providing consultative services to Members regarding credit union products and services and ensuring that team members are providing consultative services by assessing the Member's needs, addressing their concerns and gaining agreement.
• Ensures that direct reports are compliant with policies and procedures, audit standards, remaining current on and informed of Standard Operating Procedures (SOP).
• Stays informed of changing trends within the Credit Union movement or contact center industry and offering recommendations for change.

Additional Job Functions

• Supervises teammembers directly, including selection, training, performance appraisal and work allocation. Responsible for scheduling teammembers.
• Helps establish, communicate and achieve the Credit Union’s goals and standards, ensuring these are fully communicated to and understood by all department teammembers.
• Identifies areas to streamline department and Credit Union operations.
• Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises teammembers.
• May act in the capacity of the Manager in their absence.
• Performs other duties as assigned
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.

Qualifications

• High School Diploma or GED required
• Bachelor's Degree in a related field or equivalent years of experience required
• 3-5 years of prior functional experience required
• 1-3 years of prior management experience (i.e. management or lead role) required

SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive Hiring

At SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you’re excited about a position or wanting to make a career change but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.

SchoolsFirst Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.

This organization participates in E-Verify.