Service Center Assistant Manager

Mountain America Credit Union; Sandy (UT); Remote; USD 60,000 - 75,000; Full time

Job summary

Mountain America Credit Union is seeking a Call Center Supervisor to manage operations and staff across inbound and outbound channels, ensuring high-quality member service and strong financial relationships.

The role reports to the area manager, involves coaching agents, monitoring performance metrics, and enforcing compliance. Remote work within the MACU footprint is available with standard weekday hours and occasional weekend coverage as needed.

Qualifications

• Three years of similar or related experience.
• Two-year college degree or completion of a specialized course of study.
• Advanced skills in Microsoft Office (Outlook, Word, Excel).
• Must have a good knowledge and confidence in working with Symitar.
• Typing a minimum of 35 words per minute.
• 10-Key experience.

Responsibilities

• Coaches and trains call center agents regarding sales and servicing techniques.
• Educates external members regarding products and services.
• Supervises employees, including coaching and development, performance evaluations, and related activities.
• Assists agents in resolving problem accounts / escalations, with coaching for improvement.
• Monitors agents' calls and reviews metrics to ensure quality and compliance.
• Performs audits to ensure compliance with regulations and internal procedures.
• Holds approval authority in making business decisions related to call center agents supervised.

Skills

Call center supervisory

Coaching and training

Customer service orientation

Education

Two-year college degree or equivalent

Tools

Symitar

Microsoft Office

10-Key

Typing 35 wpm

Job description

Please reference the schedule and minimum qualifications listed below before applying.

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.

To be effective, an individual must be able to perform each job duty successfully.

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 over seen 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

Abilities usually acquired in three years 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.