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4Front Credit Union · 5 hours ago

COMMUNICATION CENTER ASSISTANT MANAGER (CLOSING SHIFT - ADMIN CENTER - TRAVERSE CITY)

Traverse City,MI,US

Full-time

Onsite

Entry Level

$22.08/hr - $27.60/hr

1+ years exp

4Front Credit Union is seeking a Communication Center Assistant Manager to assist in directing the activities of the Communication Center personnel who provide member support. The role involves ensuring resources are utilized efficiently and promoting member satisfaction while supporting Communication Center personnel in their duties.

Financial Services

No H1B

Responsibilities

Assumes responsibility for establishing and maintaining effective coordination and working relationships with Communication Center personnel and management

Responsible to assist and support the development and motivation of CC personnel, ensuring they have the necessary tools, and information

Monitors and documents Communication Center personnel’s performance results

Conducts observation coaching sessions to identify opportunities and recognize positive behaviors

Proactively solves problems and provides timely resolution to ensure minimal impact to member and Communication Center personnel satisfaction. Identifies the most appropriate course of action for problem resolution and effectively communicates those plans to those impacted

Promotes a supportive and positive environment in which Communication Center personnel are encouraged to solve problems and address member issues

Ensures 4Front Credit Union’s brand and culture are continuously reinforced

Keeps management informed of area activities and significant problems

Completes required reports and records accurately and promptly

Attends and participates in meetings as required

Assumes responsibility for the effective and professional completion of Communication Center functions as needed

Assists with member escalations and complaints in a professional manner

Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Communication Center management

Actively cross sells credit union products and services while assisting in channels

Provides basic information to members on accounts, products, services, payments and orders

Performs basic maintenance on accounts

Coordinates the completion of forms for dispute, wires, accounts and applications

Maintains and projects the Credit Union’s professional reputation

Demonstrates willingness and ability to perform all Communication Center personnel functions and duties

Assumes responsibility for related duties as required or assigned

Effectively performs all duties assigned by Communication Center management, as needed

Assists other departments as necessary

Ensures work areas and equipment are clean and well maintained

Performs procedures for opening and closing of operations, including alarm, and door duties

Performs related clerical and lending functions as required

Comply with the U.S. Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures

Comply with the Gramm-Leach Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, Systems and locations

Qualification

Contact center proceduresCustomer service experienceLeadership abilityCritical thinkingPublic relations skillsComputer software proficiencyCommunication