Contact Center Assistant Manager

Job Title: Contact Center Assistant Manager

Company: BMI Federal Credit Union

Location: Dublin, OH

Starting Hourly Range: $25.50 - $32.00

Schedule: Scheduling flexibility is required between 7:30 a.m. and 6:00 p.m. Monday-Friday, and some Saturdays, 9:00 a.m. to 1:00 p.m.

ABOUT BMI FEDERAL CREDIT UNION (BMI FCU):

BMI FCU is a not-for-profit, financial cooperative providing banking services to our member-owners. Our goal is simple - to improve the financial well-being of our members and our community.

For 14 consecutive years (2010-2023), BMI FCU has been named a "Best Employer in Ohio" by the Best Companies Group.

We offer competitive pay and benefits including holiday pay, paid time off (PTO), a matching 401(k) plan, professional development, opportunities to help our community, health insurance, a wellness program, and more. If you enjoy working for a smaller company and having the ability to positively affect an entire organization, then BMI FCU is the place for you!

POSITION SUMMARY: Responsible for answering member inquiries received through the telephone or additional electronic services. Using technical skills and knowledge of products and services, this position will address issues, provide support, and offer information to enhance the member experience. This position acts as a proven leader and mentor within BMI FCU. In order to be successful, it is required to master and perform all job functions of the Contact Center Representative II and III positions. This position acts as a backup to the Contact Center Manager.

In addition to proficiency in the CCR II and CCR III duties and responsibilities, the Assistant Contact Center Manager will be responsible for the following:

ESSENTIAL JOB FUNCTIONS:

Provide excellent member service and handle difficult or escalated issues while building rapport with members, processing requests, respond to inquiries and resolving issues with accuracy

Conducts quality reviews to ensure policies and procedures are followed and service standards are met

Act as a Subject Matter Expert (SME) to others within the Contact Center as well as the Credit Union providing guidance for regulations, processes, procedures, products, and services

Train, guide, and motivate the Contact Center staff

Develop a team environment that fosters growth and the desire to help others

Work collaboratively with the Contact Center Manager and provide management direction in their absence

Assist with initiating discipline of employees when appropriate to improve their work performance, while maintaining professionalism and confidentiality

Identify and escalate priority issues to the Contact Center Manager when necessary

Prevent possible disclosure of sensitive information to unauthorized individuals by verifying caller data utilizing different sources as necessary

Troubleshoot technical issues related to online banking, web browsers, etc.

Identify and recommend areas of process workflow improvement

Build strong member relationships through ownership of problem solving and follow through

Assist with department scheduling and timecard corrections and approvals

Assist with operational duties related to opening and closing the Contact Center

Provide appropriate overrides to branch staff if management is not available

Assess situations, apply sound judgement and use troubleshooting skills to assist members

Proactively seek cross-selling opportunities by evaluating Members’ needs, existing loans with other financial institutions found on credit reports, and explaining available credit union services

Understand and follow BMI FCU policies/procedures complying with federal regulations including but not limited to: Bank Secrecy act, Anti Money Laundering regulations, USA Patriot Act, Office of Foreign Asset Control, and Truth in Savings (National Credit Union Administration Part 707)

QUALIFICATIONS AND SKILLS REQUIREMENTS:

High school diploma or equivalent required

3 years of experience in a financial institution customer service environment; a viable combination of experience and education will be considered

High-level of understanding of lending and technical assistance for online banking users

Ability to lead and motivate staff

Ability to perform all Contact Center duties and functions and identify system/process gaps to drive improvements

Excellent verbal and written communication skills as well as interpersonal skills

Ability to balance multiple tasks and changing priorities with high attention to detail

Strong analytical and problem-solving skills

Ability to work effectively in a team environment

Proficient in Microsoft Office with competencies in Excel, general computer programs, and general office equipment

Have a elevated understanding of computer operating systems and web browsers to assist members with online access and troubleshooting technical issues

Basic math skills

Proficient in organizing projects, prioritizing work and completing multiple tasks accurately

Possess a professional demeanor

Ability to receive and maintain confidential information

Knowledge of solution driven sales process

PHYSICAL REQUIREMENTS:

Must be able to meet the following physical requirements, with or without reasonable accommodation: 1) Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment; 2) Reach with hands and arms; 3) Talk and hear; 4) See and be able to read, write, and interpret text, and spreadsheets.

As an equal opportunity employer, BMI FCU does not discriminate in its employment decisions on the basis of race, religion, color, national origin, sex, pregnancy, childbirth and related conditions, lactation status, gender identity, sexual orientation, age, disability, veteran or military status, genetic information, or ancestry.