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Members 1st Federal Credit Union · 1 day ago

Customer Service Assistant Manager

Enola, PA

Full-time

Onsite

Mid, Senior Level

3+ years exp

Members 1st Federal Credit Union is a growing organization that values diversity and inclusion. The Customer Service Assistant Manager will supervise daily operations of contact center associates, ensuring high performance and member satisfaction while handling escalated interactions and coaching staff.

BankingFinancial ServicesInternet of Things

Responsibilities

Evaluating associate performance and effectiveness and the resulting member experience using quality monitoring

Monitoring associate attendance, schedules and punctuality to ensure associate resources are in place when scheduled and needed

Responsible for the highest level of associate engagement possible

Assisting associates with account specific inquiries and escalated member concerns

Handling escalated member and associate interactions

Answering incoming interactions and handling other work when volumes dictate

Opening and closing the department. Reviewing and managing reports

Selecting qualified candidates, training, onboarding, and mentoring new associates, and providing ongoing coaching through monitoring performance levels and metrics

Ensuring successful consultative sales performance by each associate by influencing, educating and monitoring associate performance

Qualification

Credit union knowledgeAnalytical skillsLeadership experienceSales opportunities recognitionCoaching abilityPC familiarityCommunication skillsInterpersonal skillsAttention to detailProblem-solving