Customer Service Assistant Manager

Members 1st Federal Credit Union; Enola (PA); On-site; USD 49,000 - 59,000; Full time

Job summary

Members 1st Federal Credit Union is seeking a Customer Service Assistant Manager to supervise the contact center and ensure high performance. The role focuses on coaching staff, handling escalations, and driving strong member experiences.

Ideal candidates have leadership experience and a solid understanding of credit union products. This position emphasizes quality, attendance, and performance monitoring in a fast-paced environment.

Qualifications

• 3-5 years of related experience.
• 1-3 years of leadership/management experience.

Responsibilities

• Supervise daily operational activities of contact center associates.
• Guide all aspects of overseeing a team of contact center associates.
• Process inbound member requests and ensure quality of transactions.
• Influence, educate and monitor associate performance to drive sales.

Skills

Excellent communication

Interpersonal skills

Attention to detail

Credit union products knowledge

Sales opportunity recognition

Coaching

Analytical skills

PC proficiency

Education

Associate degree or equivalent

Tools

CRM software

Office suite

Job description

Overview

When you join the Members 1st team, you become part of something much bigger than a credit union. You become part of our faM1ly—a tight-knit bunch with big dreams and even bigger values. It is an exciting time for us as we continue to grow, and we hope that you will choose to grow along with us. Wanting the absolute best for our associates means more than just competitive pay. It means fantastic healthcare, paid benefits, opportunities for professional advancement and work-life balance - and best of all, a place where you are accepted and respected for your individuality.

Responsibilities

The Customer Service Assistant Manager supervises the daily operational activities of contact center associates and is responsible for ensuring high levels of associate performance and production that results in unparalleled member experiences. The role will guide all aspects of overseeing a team of contact center associates, processing inbound member requests, ensuring quality of contact center transactions, interactions, and sales with activities including but not limited to:

• Evaluating associate performance and effectiveness and the resulting member experience using quality monitoring.
• Monitoring associate attendance, schedules and punctuality to ensure associate resources are in place when scheduled and needed.
• Responsible for the highest level of associate engagement possible.
• Assisting associates with account specific inquiries and escalated member concerns.
• Handling escalated member and associate interactions.
• Answering incoming interactions and handling other work when volumes dictate.
• Opening and closing the department. Reviewing and managing reports.
• Selecting qualified candidates, training, onboarding, and mentoring new associates, and providing ongoing coaching through monitoring performance levels and metrics.
• Ensuring successful consultative sales performance by each associate by influencing, educating and monitoring associate performance.

Skills

• Excellent communication and interpersonal skills
• Attention to detail and accuracy
• Thorough knowledge of credit union products, services, policies and procedures
• Strong ability to successfully recognize and offer sales opportunities
• Strong ability to coach and advance individuals
• Advanced analytical and problem-solving skills
• Familiarity with PCs and applicable software

Competencies

• Effective knowledge
• Accountability and self-management
• Teamwork and leadership
• Communication
• Innovation and problem-solving

Working Conditions/Physical Demands

• Ability to communicate effectively in English, both orally and in writing
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
• Ability to sit for extended time periods
• Sufficient manual skill for operation of PC keyboard and other standard office equipment
• Ability to travel, including occasional overnight travel
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects

Qualifications

3-5 years of related experience; 1-3 years of leadership/management experience

Does this position require a valid Drivers License?

No

Education Level

General and business knowledge equivalent to an associate's degree

About Us

At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of, WE>me. To be sure you align with our company mission, vision, values and culture reference the information below.

Company Culture is at Our Core

If there is one concept, we want you to understand about us, it is this. WE. It is a simple little word but means everything here. We think as one. One faM1ly. One community. One place where everyone belongings. Everything we do is in the best interest of all of us.

What WE Believe

Our Missions: WE serve our members, associates, and communities through support, empowerment, and meaningful relationships.

Our Vision: WE are growing our faM1ly by delivering everything they need to live well financially, through all life’s moments and milestones.

Our Values: WE deliver unparalleled experiences through a culture of WE. WE > me. WE are servant leaders- at work and in the communities we serve. WE are financially safe and sound stewards of members dollars. WE are faM1ly.

Join a company that grows with you - personally and professionally

Equal Opportunity Employer

Members 1st provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Compensation Overview

We are excited to offer a competitive salary for this position. This figure serves as the entry point in our salary range, and there is potential for the actual salary to be higher based on a variety of factors, such as your experience, skills, education, and location. We believe in recognizing and rewarding talent, so our compensation packages are thoughtfully designed to reflect the unique qualifications and contributions of each candidate.

The Minimum Salary For This Position Is

$54,000+/yr