Solution Center Assistant Manager

Copper State Credit Union; Phoenix (AZ); On-site; USD 42,000 - 58,000; Full time

Job summary

Copper State Credit Union is seeking a proactive Call Center Supervisor to lead our Solution Center team. You will oversee daily operations, coach staff, monitor call quality, and drive attainment of sales and service goals.

The role emphasizes staff development, process improvement, and adherence to credit union policies. Responsibilities include scheduling, performance coaching, escalating complex issues, and cross-selling products while delivering exceptional member service.

Qualifications

• Requires education equivalent to a four-year high school education or GED; some post-secondary preferred.
• At least 1 year of sales and/or call center experience in a financial institution.
• Strong interpersonal skills essential for servicing members and projecting a positive image.
• Ability to make timely decisions within established guidelines and involve others when needed.
• Excellent interviewing and listening skills to identify member needs and promote products.

Responsibilities

• Oversee daily call center operations including inbound and outbound groups and service levels.
• Manage schedules to optimize service during peak and slow times.
• Coach staff to improve knowledge, performance and adherence to procedures.
• Monitor calls and identify gaps; document and improve processes.
• Cross-sell credit union products and refer members for available services.
• Collaborate with Training Specialists on onboarding and ongoing staff development.
• Refer complex issues to Management and provide supervisory overrides per policy.

Skills

Sales experience

Call center experience

Interpersonal skills

Word & Excel skills

Consumer lending knowledge

Education

High school diploma or GED

Tools

Word

Excel

Smartphone apps

Core banking system knowledge

Job description

Description

This position is a key call center position, and the work type is estimated to be distributed as 40% supervisory and staff development, 30% operations, 30% sales and service. Primary responsibilities include working closely with the Solution Center Manager to observe, coach and develop the staff, ensuring that established processes are being followed, and supporting the sales and service goals for the Solution Center. Responsible for the daily operations of the Call Center, which includes both the inbound and outbound call groups. Responsible for meeting sales and service level goals. Reviews of department policies and procedures in order to promote workforce, service, and operational excellence.

This position will oversee call center activities including but not limited to the following:

• Managing schedules to ensure members are served in a timely manner and slow times are productively utilized.
• Call monitoring to identify knowledge and performance gaps.
• Coaching team performance.
• Ensuring that appropriate procedures and guidelines are followed consistently.
• Documenting processes and improving workflows.
• Working with Training Specialists to plan and facilitate new employee onboarding and continued staff training resources.
• Establish, promote, and meet department sales, performance, and operational initiatives.
• Ensure unity and consistency within the department to ensure compliance with policies, procedures, and regulations.
• Develop and promote behaviors for reduction in abandoned calls and wait times and streamlining processes.
• Act as a resource to other Credit Union staff.
• Refer issues to Management when beyond their knowledge base or when the issue is beyond the scope of their authority.
• Provide supervisory overrides in accordance with credit union policies and within established levels.
• Minimize loss exposure by identifying operational deficiencies in the department and recommending corrective action.
• Perform transactions and respond to member inquiries.
• Assist team members with resolving complex issues.
• Actively cross-sell credit union products and services, making appropriate recommendations and referrals.
• Contact with existing members to proactively seek new memberships, increase sales opportunities and provide follow-up service.

Requirements

In this role, an employee must actively support the mission, strategic goals/direction, and the core values of the Credit Union, and demonstrate a highly motivated, positive, outgoing, influential personality with a strong emphasis on sales and results orientation to ensure the credit union maximizes lending and sales opportunities with members.

• Requires education equivalent to a four-year high school education or general education degree (GED). Some post-secondary education preferred.
• At least 1 year of previous sales experience and/or call center experience in a financial institution required.
• Professional well developed interpersonal skills essential for servicing credit union members and projecting a positive image as representative for the credit union. Approaches others in a tactful manner, reacts well under pressure, accepts responsibility for own actions, and follows through on commitments.
• Requires sound and accurate judgment. Displays a willingness to make decisions in a timely manner, usually within established guidelines. Includes appropriate people in decision-making process and can support and explain reasoning for decisions.
• Requires excellent interviewing and interpersonal skills, ability to listen to members’ needs and promote appropriate credit union products and services.
• Knowledge of consumer lending and account opening and servicing preferred.
• Knowledge of PC applications including Word and Excel required. Experience with automated core banking system preferred. Experience utilizing smart phone and tablet applications preferred.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.)
• Keep all credit union member and employee related business in strictest confidence.
• Maintain a thorough understanding of Credit Union Policies and performs their duties in compliance with all policies, laws and regulations which apply to position.
• Understand and be accountable for executing all job functions in a way that is consistent with all requirements of BSA, OFAC and the USA Patriot Act/Customer Identification Act (CIP). Note: Failure to comply with requirements may be subject to strong disciplinary action, up to and including termination by the credit union, as well as civil Perform other duties as assigned.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is continuously required to sit, use hands and fingers. The employee must occasionally kneel; reach above and below shoulder level, climb and twist. The employee is occasionally required to lift/push/pull and/or carry up to 10 pounds.