Job Description

Job Description

Job Description

Come GROW with us!

The primary purpose of the Remote Services Assistant Manager position is to assist First Commerce in fulfilling our Vision To Be Our Member's Financial Partner for Life . This is achieved through delivering Remarkable Member Service as defined by our Service Standards as well as building and maintaining strong member relationships through identification of member's financial needs and effectively recommending appropriate products and services to meet those needs.

The Contact Center Assistant Manager creates relationships with team members and members to become financial partners for life. Responds to spoken and unspoken member/team member needs and questions concerning all aspects of the Contact Center. Continually coaches team members to promote and cross-sell credit union products and services.

RESPONSIBILITIES:

• Drives referrals and success through service. Ensure a positive member experience and achieve referral goals through an expanded product set that includes banking, insurance and investment products.
• Maximizes coaching ability by utilizing dedication and drive, insightful listening skills, attention to detail, and adaptability to achieve all levels of team members.
• Experiences continual opportunities to expand your financial acumen, training expertise, interpersonal skills, and coaching ability.
• Responds in a consistently courteous and professional manner to inquiries from team members. Uses these opportunities to teach team members so that they expand their FCCU knowledge.
• Continually increases subject matter and product knowledge to successfully explain and refer any FCCU procedure or product. Works to ensure all Contact Center Representatives and Video Tellers can articulate the same.
• Assists in onboarding of new team members.
• Measures team member performance with key metrics and provide weekly feedback to team members.
• Assists in the preparation of annual reviews.
• Investigates complex and escalated member issues. Responds and resolves issues promptly.

Contact Center Responsibilities:

• Ensures Contact Center Representatives and Video Tellers are adhering to all processes and procedures, including:
  • Verifying member security/identity with each session.
  • Inputting each item correctly-error-free work.
  • Providing welcoming, high-quality service that makes the member feel valued with each interaction.
• Ensures team meets goals for referrals, cross selling opportunities, etc.
• Verifying FCCU emails, check hold releases, wires, etc. are processed promptly and with documentation (appropriate logs are completed).
• Schedules coaching (both live and side-by-side) on the previous items on a biweekly basis.
• Assisting Contact Center Manager with reports, scheduling and approving time off for team members, reviewing timecards for accuracy, team member performance including 1:1s and assisting with reviews, etc.
• Responsible for department audits including front desk, drawers, vault, preparing the monthly report, etc.
• Monthly review of current and development of new procedures to ensure alignment with FCCU policies, culture, and team member/member experience.
• Promote cross-training between Video Tellers and Contact Center team members

Other Responsibilities:

• Performs job duties in accordance with policies established by the Board of Directors under the rules and regulations set by the National Credit Union Administration, the State of Florida, and any applicable State laws for financial centers located in other States.
• Complies with Reg E, BSA, OFAC, and CIP requirements such as reporting suspicious or unusual activity to manager.
• Fully supports in actions and words First Commerce's Vision, Mission, Core Values and Service Standards.
• Attends meetings timely and as required; reports to work as scheduled and adheres to First Commerce's dress code.
• Performs other duties as assigned.

REQUIREMENTS :

• Knowledge of credit union deposit and loan products and services to include mortgages as well as ability to promote and cross-sell.
• Superior communication and interpersonal skills to conduct consistently professional and productive coaching sessions with team members. Strong verbal and written communication skills.
• Ability to provide consistently outstanding and positive customer service members and team members.
• Enthusiastic individual who can respond to high volume of inbound transactions.
• Excellent listening skills with attention to detail.
• Technical and digital acumen.

EDUCATION AND EXPERIENCE:

• Minimum of a high school diploma or equivalent. AA or bachelor's degree preferred.
• A minimum of 2+ years of Contact/Call Center experience preferred
• 6+ months experience frequently communicating with customers/members by phone/email and/or face to face.

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