COMMUNICATION CENTER ASSISTANT MANAGER (MID SHIFT - ADMIN CENTER - TRAVERSE CITY)

Summary: 4Front Credit Union is seeking a Communication Center Assistant Manager to assist in directing the activities of the Communication Center personnel who provide member support. This role is responsible for ensuring efficient resource utilization and promoting member satisfaction while supporting and developing the Communication Center team. Responsibilities: - Assumes responsibility for establishing and maintaining effective coordination and working relationships with Communication Center personnel and management - Responsible to assist and support the development and motivation of CC personnel, ensuring they have the necessary tools, and information - Monitors and documents Communication Center personnel’s performance results - Conducts observation coaching sessions to identify opportunities and recognize positive behaviors - Proactively solves problems and provides timely resolution to ensure minimal impact to member and Communication Center personnel satisfaction. Identifies the most appropriate course of action for problem resolution and effectively communicates those plans to those impacted - Promotes a supportive and positive environment in which Communication Center personnel are encouraged to solve problems and address member issues - Ensures 4Front Credit Union’s brand and culture are continuously reinforced - Keeps management informed of area activities and significant problems - Completes required reports and records accurately and promptly - Attends and participates in meetings as required - Assumes responsibility for the effective and professional completion of Communication Center functions as needed - Assists with member escalations and complaints in a professional manner - Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Communication Center management - Actively cross sells credit union products and services while assisting in channels - Provides basic information to members on accounts, products, services, payments and orders - Performs basic maintenance on accounts - Coordinates the completion of forms for dispute, wires, accounts and applications - Maintains and projects the Credit Union’s professional reputation - Demonstrates willingness and ability to perform all Communication Center personnel functions and duties - Assumes responsibility for related duties as required or assigned - Effectively performs all duties assigned by Communication Center management, as needed - Assists other departments as necessary - Ensures work areas and equipment are clean and well maintained - Performs procedures for opening and closing of operations, including alarm, and door duties - Performs related clerical and lending functions as required - Comply with the U.S. Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures - Comply with the Gramm-Leach Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, Systems and locations Required Qualifications: - High school graduate or equivalent - Working knowledge of contact center procedures and practices - Understanding of Credit Union philosophy - General knowledge of Credit Union products and services - Minimum of one year in customer service, preferably in a Contact Center - Demonstrated ability to think critically and analytically - Leadership ability - Proven ability to organize and clearly communicate thoughts and ideas - Excellent communication and public relation skills - Professional appearance, dress, and attitude - Ability to operate related computer software, telephone and business equipment - Ability to deal with a variety of variables under only limited standardization - Able to interpret various instructions - Ability to perform basic math skills, use decimals to compute ratios and percentages - Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation - Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs - Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary Required Skills: Contact center procedures, Customer service experience Important Skills: Analytical thinking, Leadership ability, Communication skills Nice-to-Have Skills: Professional appearance, Basic math skills, Computer software proficiency, Organizational skills