Contact Center Operations Lead & Quality Assurance

Educational Federal Credit Union; Miami (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Educational Federal Credit Union in Miami seeks a Contact Center Assistant Manager to oversee daily operations of the Member Contact Center, and serve as the primary escalation point for staff, ensuring service excellence, regulatory compliance, and adherence to SLAs and KPIs.

The role includes supporting training, reporting, and continuous improvement efforts, handling disputes and fraud-related tasks, and guiding quality assurance for member interactions.

Responsibilities

• Serve as the primary liaison between staff and department manager, ensuring smooth communication and workflow.
• Manage Special Handling requests, such as returned cards from USPS, branch-received card returns, or expedited card requests on Saturdays.
• Perform Post Office Returned Cards Maintenance.
• Work daily reports as assigned, such as AmpliFi Exception and incoming emails.
• Support internal audits and regulatory compliance for high-risk transactions.
• Review and approve override requests for fees, exception processing, and transaction disputes.
• Monitor team performance, attendance, and key productivity metrics, identifying trends and improvement areas.
• Ensure escalations are handled appropriately, resolving issues at the team level before reaching department management.
• Assist in training initiatives, onboarding, and continuous improvement efforts, helping to develop staff expertise.
• Research and resolve complex member inquiries and staff concerns, particularly those related to Visa credit/debit/ATM cards, lost/stolen cards, and authorization issues.
• Perform daily JHA report monitoring, including Awards Rebates, Name Mismatch, and other Symitar-related reports.
• Process and close Visa Loans, ensuring compliance with lending policies and fraud prevention protocols.
• Monitor and execute overall fraud suppressions in Visa, working with fraud prevention teams to mitigate risks.
• Manage and maintain appropriate levels of card inventory for the CU card programs, providing weekly updates on inventory levels.
• Prepare and analyze Debit Card POS limit reports, ensuring proper risk controls are in place.
• Review and manage minor accounts with ATM/Debit cards, ensuring account limits align with Student & Minor Services policies.
• Process and approve PIN Mailer requests, ensuring secure and accurate distribution of PIN details.
• Assume full ownership of all responsibilities previously held by the Card Specialist/Administrator role, including reporting, fraud controls, inventory management, and specialized card services.
• Conduct quality assurance monitoring of calls, chats, and secure messages, evaluating service consistency, compliance, and member experience.
• Perform other duties as assigned by management.

Job description

Educational Federal Credit Union in Miami seeks a Contact Center Assistant Manager to oversee daily operations of the Member Contact Center, and serve as the primary escalation point for staff, ensuring service excellence, regulatory compliance, and adherence to SLAs and KPIs.

The role includes supporting training, reporting, and continuous improvement efforts, handling disputes and fraud-related tasks, and guiding quality assurance for member interactions.