Service Center Assistant Manager

Mountain America Credit Union; Idaho Falls (ID); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Mountain America Credit Union is seeking a Call Center Supervisor to oversee inbound and outbound operations, coaching agents to enhance sales and service quality. The role requires ensuring high member satisfaction while managing performance, coaching staff, and maintaining compliance across channels including phone, chat, and email.

The position supports a remote footprint with a Monday–Friday schedule and rotating weekend hours.

Qualifications

• Three years of related experience in a call center or similar environment.
• Two-year degree or equivalent business/trade school program completed.

Responsibilities

• Coaches and trains call center agents on sales and servicing techniques.
• Educates members about products and services.
• Supervises staff, including coaching, performance appraisals and development.
• Assists agents with problem accounts/escalations and drive continuous improvement.
• Monitors calls and key metrics to ensure quality and compliance.
• Manages multiple member contact channels (phone, chat, email, mail, apps).
• Performs audits to meet external regulations and internal procedures.

Skills

Call center supervision

Coaching training

Customer service

Sales & servicing

Education

Two-year college degree

Tools

Symitar

Microsoft Excel

Microsoft Word

Outlook

Job description

Job Summary

To assist in and manage the operations and staff of the call center both inbound and outbound calls. To ensure quality service to the members and enhance their financial relationships with the credit union.

Job Description

LOCATION Remote MACU Footprint

SCHEDULE Monday - Friday 10:00 am - 7:00 pm MDT with rotating Saturday and Sunday Hours could change due to business need.

• Coaches and trains call center agents regarding sales and servicing techniques.
• Educates external members regarding products and services.
• Uses AAA to excel in member experience while leveraging our Products and Services to improve the member’s financial lives.
• Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc.
• Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent’s daily productivity.
• Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met.
• Assists in the budget and departmental planning sessions driving innovation / improvements across the department.
• Ability to manage multiple channels of member contact (Inbound and Outbound) - phone, chat, email, mail, applications, etc.
• Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures).
• Holds approval authority in making business decisions related to call center agents supervised.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

Three years of similar or related experience.

Education

Two-year college degree or completion of a specialized course of study at a business or trade school or equivalent ~

Computer/Office Equipment Skills

• Basic computer operating skills.
• Advanced skills in Microsoft Office (Outlook, Word, Excel)
• Must have a good knowledge and confidence in working with Symitar.
• Type a minimum of 35 words per minute.
• 10-Key experience.

Managerial Responsibility

• Has managerial responsibilities that are assigned and overseen by area manager.
• Managerial responsibilities are direct or through work/team leaders or assistants.
• Estimates personnel needs and assigns work to meet these needs.
• Supervises, coordinates, coaches and reviews the work of assigned staff.
• Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary action.

Other Skills and Abilities

• Call Center Supervisory experience.
• Must have a thorough knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions.
• Must have the ability to coach and direct the work of others to give quality service.
• Must have a basic knowledge of the use and function of Automated Call Distributing systems and other telecommunications equipment.
• Must have the ability to supervise and lead others to give quality service.
• Must have the ability to sell financial services and train and coach others in referring the products and services of the credit union.
• Must have the ability to work in a team environment and promote teamwork among staff.

Physical Abilities / Working Conditions

Physical Demands

Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently.

Vision Requirements

• Close vision (clear vision at 20 inches or less)
• Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally.

Environmental

There are no unusually environmental factors. Noise Environment Moderate noise (business office with computers and printers, light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

Follow @MountainAmericaLife on Facebook and Instagram to see why our team members love working at Mountain America! Mountain America Credit Union is one of the foremost financial institutions in the country, with more than 95 branches located in 5 states (Utah, Idaho, Nevada, Montana, and Arizona). We believe that a healthy balance between work, home life, and play is essential to our team members and our success. We offer a friendly, comfortable and inclusive work environment, fun employee activities and exciting charity events to ensure that no day is dull at Mountain America. Our purpose is to help members enjoy a good life by providing them a positive incentive to save and manage their finances. We also give members easy access to their accounts and allow them to control their funds in a variety of ways, including ATMs, online home banking, mobile banking, direct deposit, automatic payment options and access through a large branch network. When making decisions, we always put members' needs first. It's just the way we do business and a part of the "people helping people" philosophy of credit unions.