First Commerce Credit Union · 1 month ago
Contact Center Assistant Manager
Tallahassee, FL
Full-time
Onsite
Entry, Mid Level
2+ years expFirst Commerce Credit Union is looking for a Contact Center Assistant Manager to assist in fulfilling their vision of being a financial partner for life. The role focuses on delivering remarkable member service, coaching team members, and building strong relationships with members to identify and meet their financial needs.
BankingFinancial ServicesNon Profit
Responsibilities
Drives referrals and success through service. Ensure a positive member experience and achieve referral goals through an expanded product set that includes banking, insurance and investment products
Maximizes coaching ability by utilizing dedication and drive, insightful listening skills, attention to detail, and adaptability to achieve all levels of team members
Experiences continual opportunities to expand your financial acumen, training expertise, interpersonal skills, and coaching ability
Responds in a consistently courteous and professional manner to inquiries from team members. Uses these opportunities to teach team members so that they expand their FCCU knowledge
Continually increases subject matter and product knowledge to successfully explain and refer any FCCU procedure or product. Works to ensure all Contact Center Representatives and Video Tellers can articulate the same
Assists in onboarding of new team members
Measures team member performance with key metrics and provide weekly feedback to team members
Assists in the preparation of annual reviews
Investigates complex and escalated member issues. Responds and resolves issues promptly
Ensures Contact Center Representatives and Video Tellers are adhering to all processes and procedures, including:
Verifying member security/identity with each session
Inputting each item correctly-error-free work
Providing welcoming, high-quality service that makes the member feel valued with each interaction
Ensures team meets goals for referrals, cross selling opportunities, etc
Verifying FCCU emails, check hold releases, wires, etc. are processed promptly and with documentation (appropriate logs are completed)
Schedules coaching (both live and side-by-side) on the previous items on a biweekly basis
Assisting Contact Center Manager with reports, scheduling and approving time off for team members, reviewing timecards for accuracy, team member performance including 1:1s and assisting with reviews, etc
Responsible for department audits including front desk, drawers, vault, preparing the monthly report, etc
Monthly review of current and development of new procedures to ensure alignment with FCCU policies, culture, and team member/member experience
Promote cross-training between Video Tellers and Contact Center team members
Performs job duties in accordance with policies established by the Board of Directors under the rules and regulations set by the National Credit Union Administration, the State of Florida, and any applicable State laws for financial centers located in other States
Complies with Reg E, BSA, OFAC, and CIP requirements such as reporting suspicious or unusual activity to manager
Fully supports in actions and words First Commerce's Vision, Mission, Core Values and Service Standards
Attends meetings timely and as required; reports to work as scheduled and adheres to First Commerce's dress code
Performs other duties as assigned
Qualification
Required
Knowledge of credit union deposit and loan products and services to include mortgages as well as ability to promote and cross-sell
Superior communication and interpersonal skills to conduct consistently professional and productive coaching sessions with team members
Strong verbal and written communication skills
Ability to provide consistently outstanding and positive customer service members and team members
Enthusiastic individual who can respond to high volume of inbound transactions
Excellent listening skills with attention to detail
Technical and digital acumen
Minimum of a high school diploma or equivalent
6+ months experience frequently communicating with customers/members by phone/email and/or face to face
Preferred
AA or bachelor's degree
A minimum of 2+ years of Contact/Call Center experience
Company
First Commerce Credit Union
First Commerce Credit Union is a non-profit organization that offers online and mobile banking services.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$0.5MKey Investors
Community Development Financial Institutions Fund
2023-04-10Grant· $0.5M
Leadership Team
Cecilia Homison
CEO
Recent News
Tallahassee Democrat
2023-12-20
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