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Quorum Federal Credit Union · 2 days ago

Contact Center Assistant Manager

United States

Full-time

Remote

Mid, Senior Level

$80K/yr - $84K/yr

3+ years exp

Quorum Federal Credit Union is a cutting-edge credit union that operates as a technology company, delivering innovative financial solutions to its members. The Contact Center Assistant Manager helps oversee daily operations in the contact center, supporting staff and ensuring excellent service across various channels while leveraging data analysis to enhance customer support.

BankingCreditFinancial Services

Comp. & Benefits

No H1B

Hiring Manager

Keri Walker

Responsibilities

Supervise, coach, and support contact center staff to ensure consistent, high-quality member service

Assist with workforce planning, scheduling, and task assignment to balance workloads across channels

Resolve escalated member issues and foster a collaborative, service-driven culture

Support recruiting, onboarding, and ongoing training, emphasizing digital banking tools

Foster a positive, collaborative, and service-driven culture where employees feel informed, supported, and empowered

Monitor dashboards and inquiry volumes to ensure coverage and SLA compliance

Collaborate with other departments (IT, Operations, Lending, Fraud/Risk) to resolve complex member issues

Optimize digital support channels and analyze trends to improve usability and adoption including:

Live chat and secure messaging

Chatbots/virtual assistants

Co-browsing tools

Enhanced IVR/call-routing settings

Callback and digital queue technologies

Leverage AI-driven tools and analytics to proactively assess performance metrics, identify trends, and recommend solutions that enhance member satisfaction and streamline operations

Review calls and digital interactions for accuracy, empathy, and compliance. Provide feedback and coaching for improvement

Ensure team compliance with credit union policies, federal regulations (Reg E, Reg Z, Privacy Act, Bank Secrecy Act), security standards, and authentication procedures

Maintain awareness of fraud trends—including digital fraud and social engineering—and guide staff in spotting red flags and educating members

Generate and analyze performance reports, identify trends, and support process optimization and digital channel growth

Use advanced data analysis to identify workflow bottlenecks, training needs, and opportunities for operational and digital enhancements

Qualification

Data AnalysisDigital BankingContact Center ManagementLeadershipAI Tools ProficiencyCRM ToolsPerformance AnalyticsService OrientationMicrosoft OfficeJack Henry SoftwareCollaborationCommunicationProblem-SolvingOrganizational SkillsAdaptabilityTime ManagementTrustworthinessSelf-Motivation

Required

Associate degree required; bachelor's degree preferred, OR equivalent combination of education and relevant experience

3+ years of experience in a financial institution, contact center, or credit union environment

Minimum of two (2) years of leadership experience in a contact center within a financial institution such as a bank or credit union is required. Demonstrated ability to lead a team using well-developed interpersonal skills by providing coaching, feedback, training, and development

Excellent communication, coaching, problem-solving, and organizational skills

Proficiency with contact center platforms, CRM tools, digital banking systems, and performance analytics. Demonstrated experience leveraging AI-driven tools and analytics to assess contact center performance, identify trends, and implement solutions that enhance member satisfaction and operational efficiency

Strong decision making and time management skills with the ability to manage multiple projects/duties

Results driven, service oriented, self-motivated, and able to work independently

Trustworthy with the ability to maintain the highest level of integrity and trust

Proficiency in Microsoft Office, specifically Word, Excel, and PowerPoint. Ability to work in a multi-application environment

Flexible to work a structured schedule that includes evening hours up to 7:00 p.m. (EST) in a remote environment which is free from distraction