Golden 1 Credit Union · 10 hours ago
MSCC Admin - Manager - Contact Center Operations
8945 Cal Center Dr, Sacramento, CA 95826, USA
Full-time
Hybrid
Mid, Senior Level
$103K/yr - $105K/yr
7+ years expGolden 1 Credit Union is seeking a Manager for their Contact Center Operations. This role provides leadership and implements processes to enhance operational efficiency while managing service teams and ensuring compliance with policies and regulations.
BankingFinanceFinancial Services
Responsibilities
Coach and develop direct reports in order to achieve individual and team service, and member satisfaction goals
Directly manage all human resource processes for all direct reports, including appraisals, disciplinary actions, individual development plan, career development, training, interviews, incentive payouts and calculations, etc
Maintain a thorough understanding and ensure Contact Center compliance with all applicable state and federal laws and regulations related to contact center and credit union compliance, including bank secrecy and anti-money laundering laws
Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision, and core values
Maintain an in-depth knowledge of Golden 1 operation/lending policies and procedures, and identify, analyze, develop, and recommend policy and procedure changes for implementation
Identify, investigate, and resolve employee and member concerns in a timely manner
Communicate and interact with other departments, branches and contact center teams to assist with error resolution and information exchange
Develop and implement action plans that capitalize on opportunities, and support overall credit union production, service, and member satisfaction goals and expectations
Research, analyze, identify alternatives, and recommend improvements for operational efficiency
Analyze and report results of operations to Vice President and Senior Management as appropriate
Ensure that employees complete appropriate training curriculum (internal and external)
Serve as an escalation point for problems that affect the Member Service Contact Center Teams
Provide back-up to Vice President as determined necessary
Ensure compliance with established policies and procedures for all Member Service Contact Center Teams
Participate and represent Golden 1 in community events, member service workshops, and Select Employee Groups
Maintain a thorough knowledge of Golden 1 policies and procedures, and current trends in the Member Service Contact Center environment
Supports expense management and overall achievement of company goals
Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations
Performs other duties and projects as assigned
Qualification
Required
Bachelor's Degree in related field or equivalent work experience
Minimum of 7 years of progressively responsible contact center or production management in a service environment
Minimum 3 additional years' experience in leading a contact center or retail team in a production environment
Leadership skills, strong presentation skills, knowledge of operational procedures, electronic banking equipment, personal computers, ten key, oral and written communication skills, and sound knowledge of instructional methods and practices as well as a strong knowledge of the credit union data processing system
Ability to make objective observations, examinations, evaluations and recommendations
Effective oral and written communication skills required to discuss Golden 1 products and services with members and potential members, resolve member concerns and conflicts, and provide management reporting
Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone
Prolonged sitting throughout the workday with occasional mobility required
Corrected vision within the normal range
Hearing within normal range. A device to enhance hearing will be provided if needed
Ability to lift 30 lbs. as may be required
Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc
Occasional long work hours may be required to accomplish tasks
Company
Golden 1 Credit Union
Golden 1 Credit Union is a financial cooperative that offers checking, savings, home loan, investment, insurance and online services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Allyson Hill, CPA
Senior Vice President, Chief Financial Officer
Joseph Harrison, CPA (Oregon), CRCM, CIA, CAMS, CFE
Senior Vice President - Chief Compliance Officer
Recent News
The Business Journal
2025-10-04
2025-10-02
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