Climb Credit Union · 8 hours ago
Assistant Manager Contact Center
ARVADA,CO,US
Full-time
Onsite
Mid Level
$70K/yr - $70K/yr
3+ years expClimb Credit Union is a member-owned financial cooperative that has been recognized as a top workplace. The Assistant Manager of the Contact Center will assist in managing service aspects of the contact center, ensuring quality member service and compliance with regulations, while also monitoring staff performance and resolving complex inquiries.
BankingFinancial ServicesNon Profit
Responsibilities
Engages and assists manager in developing departmental business plans, projects, goals, strategies, and tactics
Monitor member contact volume for remote delivery channels, tracking response times, identifying patterns, setting goals, and communicating status to staff to ensure member contacts are answered in accordance with set goals and strategic targets
Helps monitor and update procedure to address new fraud trends
Ensures sales and service goals are understood and met at the individual level
Assists team members with all related functions of their department
Assist all staff members with regards to products, regulations and changes
Monitors product delivery quality and takes action to resolve issues
Assist staff on complex inquiries and transactions
Answer escalated member calls to ensure prompt resolution in service recovery situation
Provide staff training, including coaching for enhanced performance in all areas of the job including fraud, sales, and service
Use team performance metrics as base for performance reviews for the team
Create a high-performing team through training, motivating, and coaching team members on essential skills and knowledge to ensure each team member has the tools they need to succeed at their job
Demonstrates a leadership style that sets an example and is approachable
Coaches team to identify cross-selling opportunities, reviewing the conversations in regard to the products and services to help with cross-selling skills
Prepares progress, sales and productivity reports for analysis purposes; maintains performance reports, collects, analyzes and summarizes trends for key metrics including call handling, call waiting, call accuracy and assures that appropriate records are maintained and required reports processed
Accurately maintains member account/loan information on all systems
Assisting staff to keep up to date with Quality Assurance audits
To provide respectful, accurate, courteous, timely, professional service to all members and staff
Make it as convenient as possible for members to do business with Climb Credit Union
To coach and mentor department staff to offer credit union products and services to meet or exceed our members' needs
Educate members and potential members on all CCU products and services to help identify potential needs and cross-sell appropriate products and services
To support and achieve all individual and departmental sales and service goals
To support all credit union goals and objectives derived from the strategic plan
To support all internal and external educational opportunities. Actively participate in all assigned projects
To maintain a strong, well trained staff that is capable of meeting the credit union's future growth plans
To comply and implement credit union published policies and procedures as well as directives in the Employee Handbook
Participate in building a strong teamwork-oriented environment
To maintain a professional work environment and appearance
To maintain acceptable risk, internal control standards and applicable audits
Qualification
Required
Three years to five years of similar or related experience
(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program
Work involves extensive personal contact with others and is of a personal or sensitive nature
Motivating, influencing, and/or training others is key at this level
Strong supervisory, PC (technology), leadership, written and verbal communication skills
Ability to lift up to 20 pounds
Ability to multi task and work with a sense of urgency in a high volume environment
Benefits
Healthcare
Dental and life insurance
401(k)
Personal time off
Employee discounts on loans and other perks
401K Employer match 100% Match on first 3% and 50% on next 2.5%
Medical, Dental, Vision Insurance
PTO (Paid Time Off) 2 additional personal days (Floating)
VTO (Volunteer Time Off) 16 hours
11 Paid Holidays
Employee Assistance plan focuses on wellness, mental health - 8 free sessions offered
Tuition Reimbursement
Employee loan rate reduction
Discounts on Climb Credit Union loans and services
Financial Investment/Counseling
Employee events throughout the year
Company
Climb Credit Union
Climb Credit Union was named a Top Workplace by the Denver Post, two years in a row! Climb Credit Union is a full-service not-for-profit financial institution serving nearly 40,000 members and supporting countless community initiatives in beautiful Colorado.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Carrie Langgard
President/Chief Executive Officer
Dan Kester
CEO
Recent News
American Banker
2022-01-07
Company data provided by crunchbase