Virtual Services Assistant Manager - Insight Credit Union

Insight Credit Union is looking for a passionate trusted financial advisor who is qualified to lead a team in a virtual member service environment.

The Virtual Services Assistant Manager directs and coordinates the activities of personnel in the Virtual Services Department, and ensure members and potential members receive fast, courteous, and accurate service on video; explain services, research/responds to problems.

The position can be based at any of the following locations:

Compensation & Benefits:

The position will provide a competitive salary of $60,100 annually. All our of current open positions are Full Time which include a comprehensive benefits package offering:

• Medical, Dental, Vision
• Free and Voluntary Life and Disability Insurance
• Pet Insurance
• 401k with match up and 100% vested
• Paid Time Off
• Birthdays Off
• Tuition Reimbursement

Schedule & Training:

Shift includes 40 hours per week between Monday - Thursday (9am - 5pm), Friday (9am - 6pm), and Saturday (9am - 12pm). Hours will be based on the needs of the department.

Dress Code Expectations: Must comply with member facing Dress Code policy and present a professional appearance. Insight logo wear required.

Responsibilities & Qualifications:

• Hires, trains, schedules, and monitors the work of Virtual Services personnel. Provides continual coaching towards performance improvement of all direct reports per department and Insight standards. Conducts performance reviews; allocates resources to meet operational needs within the department; reviews and approves, denies, or modifies department recommendations from subordinates; evaluates, reviews, and recommends to management any disciplinary actions.
• Monitors and performs or guides corrections to department activities, work produced and key metrics to ensure compliance with established policy and regulations. Focuses on end-to-end member experience. Responsible to ensure employees meet or exceed the required quantity of and the high quality of product referrals per established minimums and to ensure departmental production goals are achieved. Analyzes department metrics and sets objectives to ensure Virtual Services meets or exceeds the member service and quality assurance standards.
• Takes video calls when needed, and assist members with account related questions and answers about products, services and consumer loans; research/resolves problems within their authority. Assists with opening accounts, loan applications, and assisting members electronically when needed. Takes on other tasks or projects to support employees, other managers, and credit union operations. Works with Virtual Services Representatives to focus on exceptional delivery of the end-to end member experience.
• Makes recommendations for improvements and enhancements to workflow and technology processes. Refers problems that are beyond their authority to the next level supervisor with their recommendations. Conducts appropriate research and seeks to resolve problems within their authority. Performs quality control on all necessary documents and processes relating to the video banking experience, account and loan processes, and funding. Acts as backup to the Senior Virtual Services Manager in their absence.
• Performs other job-related duties as assigned.

Experience: Three year to five years of similar or related experience. Minimum two years of supervisory experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills:

• Excellent customer service skills
• Able to perform job functions in a virtual environment
• Ability to interact with all levels of management, employees, peers, and members
• Strong verbal and written skills
• Knowledge of basic mathematics
• Ability to prioritize and organize job tasks.
• Ability to perform multiple tasks simultaneously while under strict time deadlines without sacrificing quality of output.
• Ability to carry out detailed written and oral instructions.

Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however some filing is required. This would require the ability to lift files, open filing cabinets and bending as necessary.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment and employees service visitors and members via omni channel resources including video, internet, phone, chat, and mail services.

Insight Credit Union is an Equal Opportunity Employer, including Disability/Veterans

Must be able to pass a credit and background check. Any job offer is contingent on credit and background results.