Contact Center Assistant Manager - MRA Recruiting Services

Dublin, OH 43016

About the Job

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.

We Make it Easy

Founded in 1901, MRA is a nonprofit employer association that serves more than 4,000 employers, covering more than one million employees.

As one of the largest employer associations in the nation, MRA helps its member organizations thrive by offering the most comprehensive assortment of HR services, information, education, and resources to help build successful workplaces and a powerful workforce.

We partner with these companies working directly with their HR department and leadership to hire their talent. We are a direct line to the company, not an agency recruiter.

Source : MRA Recruiting Services