Sandia Area Federal Credit Union · 1 day ago
MEMBER CONTACT CENTER ASSISTANT MANAGER
Albuquerque, NM 87109
Full-time
Onsite
Mid, Senior Level
3+ years expSandia Area Federal Credit Union is committed to delivering high-value banking and lending services. The Member Contact Center Assistant Manager is responsible for leading a team to achieve departmental goals while ensuring operational excellence and member satisfaction.
BankingFinancial ServicesNon Profit
Responsibilities
Lead by example in upholding Sandia Area’s values while providing leadership, coaching, and mentorship to build a positive, high-performing team aligned with organizational goals
Oversee daily contact center operations, including strategy execution, scheduling, staffing, and resource allocation, to ensure effective coverage, efficiency, and cost control
Monitor individual and team performance through scorecards, feedback, and evaluations to drive goal achievement, member satisfaction, and regulatory compliance
Supervise, train, onboard, and develop staff to support professional growth, engagement, and continuous improvement
Interpret policies and procedures, serve as a subject matter expert, and research prior interactions to support escalated member issues and determine appropriate resolutions
Lead recruitment, interviewing, and hiring efforts to ensure candidates align with Sandia Area’s mission, values, and service culture
Conduct goal/performance meetings with staff on a bi-weekly basis
Monitor and report department activity, including number of transactions, scorecard performance, call handling and efficiency, call reviews, schedule adherence, and productivity
Coach team to accurately perform routine transactions with confidence, including but not limited to wire requests, check orders, credit card payments, requesting research, ordering/closing ATM/Debit cards, inputting loan applications, and other member requests
Takes ownership of member escalations regardless of the issue and cooperatively works with branches and other departments toward a full resolution and member satisfaction
Escalate member and team member concerns as soon as possible in relation to concerns that may have significant impact regarding member account security, fraud, professionalism, unprofessional team member interactions and put the well-being of the membership and credit union to the front
Step in and assist with calls, chat, text, emails or secure messaging as needed throughout the day
Identify and act when high call arrival patterns occur and move Member Service Representatives to the appropriate queues to handle volume throughout the day
Understand and produce reports from different contact center applications to identify trends and call arrival patterns impacting day to day operations
Identify member impacting trends and partner with appropriate parties to resolve them (i.e. system outages, brute force attacks, vendor failures, etc.)
Utilize the timekeeping system to pull attendance reports for tracking attendance and tardiness
Interpret scorecard data and coach to each metric in relation to service levels and member satisfaction
Use historical information to determine next steps when managing workflows and staffing forecasts
Identify trends in engagement reports through the contact center reporting system by reviewing sentiment and engagement scores as well as call dispositions
Authenticate members across all communication channels and safeguard sensitive personal and account information, including monitoring account maintenance changes for potential fraud risk
Resolve deposit, debit card, credit card, and account-related issues, including replacements, refunds, overdraft and insufficient funds education, and stay current on process changes for recurring member needs
Support lending activities by discussing products with members, interpreting credit reports, submitting applications accurately, understanding the full loan lifecycle, and identifying responsible cross-sell opportunities for loans and protection products
Collaborate with internal departments to address complex member impacting requests and de-escalate member concerns with empathy, professionalism, and solutions that benefit the member, the credit union, and the contact center
Qualification
Required
Associate's degree in related field
Three (3) year(s) of applicable experience required with at least One (1) year in a supervisory or leadership role
Demonstrated expertise in contact center operations within a financial institution, including real-time decision making, staffing and schedule optimization, performance analysis, and escalation management to ensure service levels, coverage, and operational excellence
Strong financial services acumen encompassing fraud prevention, member authentication, transaction risk awareness, and consultative lending and sales skills to identify member needs and recommend appropriate products, services, and protection options
Excellent interpersonal, communication, and leadership skills to convey goals, set expectations, provide feedback, and inspire and develop teams
Exceptional leadership and team development skills, fostering a high-performance culture through coaching, mentorship, and employee engagement
Strategic thinking capabilities to align team efforts with departmental and organizational goals
Ability to analyze data and metrics to drive team performance and efficiency
Exceptional time management and organizational skills, with the ability to prioritize objectives, oversee multiple functions, and adapt to operational demands
Willingness to engage in difficult situations using outstanding interpersonal skills and emotional intelligence
Passionate about teamwork and having a positive influence on others; ability to work independently and demonstrate attention to detail
Proactive in seeking professional growth, embracing both formal and informal development opportunities, and demonstrating adaptability to new responsibilities
Team-oriented with a strong collaborative mindset, actively supporting team members and contributing to a positive and high-performing environment
Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint
Ability to perform essential functions, including the ability to lift up to twenty (20) lbs. as needed
Preferred
General knowledge of credit unions operations desirable
Bilingual capability a plus
Contact Center experience a plus
Prior usage of online and mobile banking and technical troubleshooting
Experience identifying product and service needs and coaching others to confidently offer solutions
Benefits
Comprehensive Medical, Dental, and Vision Insurance
Paid Short-Term Disability, Life Insurance, and AD&D
Holiday Pay, Vacation, Birthday, Floating Holiday & Sick Leave
Tuition Reimbursement for Professional Development
401(k) Plan with Employer Match
Pension Plan for Long-term Security
Exciting Opportunities for Career Advancement
Company
Sandia Area Federal Credit Union
Sandia Area Federal Credit Union offers banking and financial services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Robert Nagaki
Chief Financial Officer
Recent News
Business Journals
2023-02-01
Business Journals
2022-09-02
Company data provided by crunchbase