Card Services Call Center Assistant Manager
About The Position
Liberty FCU, a full-service credit union, is seeking a Card Services Call Center Assistant Manager to help oversee the daily operations and activities of the Card Services call center. The successful candidate must possess exceptional leadership and excellent service skills, professionalism, confidentiality, multi-tasking and problem-solving skills. The ability to assist in coaching and mentoring employees is required. Candidates must be available to work Saturdays on a rotating basis. Previous credit union or financial institution experience is desired. If interested, please proceed by clicking Apply. Duties and responsibilities include but are not limited to the following: Coordinate all aspects of the Card Services Department Call Center and supervise the daily routines of the Card Services Assistants. Provide coaching and support to Card Services Assistants, including leading group and individual meetings on a regular basis and performing monthly call reviews for all employees. Assist with annual employee reviews. Review and approve employee time off requests. Cultivate a positive work environment. Provide support for Card Services inquiries by assisting members and staff. Serve as a point of escalation for member's Card Services related inquiries. Work directly with the Card Services Operations Manager to ensure all responsibilities of the Card Services Department are completed. Work with vendors and available resources to assist in troubleshooting issues in a timely manner. Assist with implementation of new products/services as stated in credit union goals. Maintain a working knowledge of applicable rules and regulations, update department manuals, and communicate changes to applicable staff. Coordinate and assist in balancing Card Services related General Ledger accounts. Review credit cards with a credit balance monthly. Assist with ScoreCard related processes and inquires. Assist with opening and closing the Operations Center on scheduled Saturdays, as well as serving as a department manager on a rotating Saturday schedule. Assist with other tasks when volume is heavy or for vacation relief. Develop a working knowledge of applicable business systems including the credit union's data and word processing systems. Demonstrate appropriate knowledge of company policies and procedures including those related to the MSR (teller) duties and information security. Complete all required compliance training. Represent the Credit Union in a friendly, positive, and professional manner in member, staff and vendor interactions. Any other duties assigned by my supervisor or management.
Requirements
- Exceptional leadership and excellent service skills
- Professionalism
- Confidentiality
- Multi-tasking and problem-solving skills
- The ability to assist in coaching and mentoring employees
- Candidates must be available to work Saturdays on a rotating basis
Nice To Haves
- Previous credit union or financial institution experience is desired.
Responsibilities
- Coordinate all aspects of the Card Services Department Call Center and supervise the daily routines of the Card Services Assistants.
- Provide coaching and support to Card Services Assistants, including leading group and individual meetings on a regular basis and performing monthly call reviews for all employees.
- Assist with annual employee reviews.
- Review and approve employee time off requests.
- Cultivate a positive work environment.
- Provide support for Card Services inquiries by assisting members and staff.
- Serve as a point of escalation for member's Card Services related inquiries.
- Work directly with the Card Services Operations Manager to ensure all responsibilities of the Card Services Department are completed.
- Work with vendors and available resources to assist in troubleshooting issues in a timely manner.
- Assist with implementation of new products/services as stated in credit union goals.
- Maintain a working knowledge of applicable rules and regulations, update department manuals, and communicate changes to applicable staff.
- Coordinate and assist in balancing Card Services related General Ledger accounts.
- Review credit cards with a credit balance monthly.
- Assist with ScoreCard related processes and inquires.
- Assist with opening and closing the Operations Center on scheduled Saturdays, as well as serving as a department manager on a rotating Saturday schedule.
- Assist with other tasks when volume is heavy or for vacation relief.
- Develop a working knowledge of applicable business systems including the credit union's data and word processing systems.
- Demonstrate appropriate knowledge of company policies and procedures including those related to the MSR (teller) duties and information security.
- Complete all required compliance training.
- Represent the Credit Union in a friendly, positive, and professional manner in member, staff and vendor interactions.
- Any other duties assigned by my supervisor or management.
Benefits
- Paid Holidays
- Paid Time Off (Vacation, Sick and Personal Days)
- Medical, Dental and Vision Insurance
- 401(k) retirement program with matching funds
- Employer paid Group Term Life Insurance, Short Term and Long Term Disability Insurance
- Tuition Reimbursement Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1-10 employees
