Assistant Manager Branch Operations

Description

SUMMARY: Assistant Contact Center Branch Manager is responsible for directing, supervising, and coordinating activities of personnel involved in Contact Center Branch operations. Acts as backup to AVP Branch Operations for Contact Center operations. Conducts these functions of the Credit Union in accordance with policies, goals, and objectives established by management by performing the following duties personally or through subordinates.

Responsible for all functions of Contact Center operations including but not limited to:

• Developing plans for efficient use of materials, machines, and employees.

• All Processes and procedures are efficient and well documented.

• Supporting all departments with needs in relation to Contact Center operations.

• Recommending organizational policy as it relates to Contact Center operations.

• Ensuring internal controls are maintained in the Contact Center.

• Coordinating employee shift scheduling.

• Reviewing costs, product quality, and service quality to maintain and enhance profitable operation of Contact Center.

• Tracking and reporting to management automated processes; after hours/Internet applications, call reporting, e-service reporting and transaction flow.

• Control office security.

• Responsible for maintaining the security and up-keep of fixed assets and physical location.

• Supervise opening of new accounts, certificates, payroll and lending operations, taking overflow as needed.

• Responsible for accurate and current knowledge of lending guidelines.

• Acting in lending capacity. Processing loan applications as outlined within loan procedures/policy and approving within specified limits or referring loan to Senior Loan Officer or Lending Manager as appropriate.

• Responsible for managing and tracking all electronic services including but not limited to: Ask FCU, secure messaging, online account and loan applications, bill pay, and SEG Support Group.

• Acting as backup to the AVP Branch Operations for Contact Center operations.

• Compliance with OFAC, and the Bank Secrecy Act.

Additional Responsibilities:

• Responsible for providing leadership to Contact Center staff including delegating and giving direction, hiring, firing, performance management, conducting regular appraisals, and ensuring compliance with all laws, standards, regulatory and board policies as directed by the management. Conducts frequent and regular staff meetings within Contact Center.

• Responsible for informing AVP Branch Operations of all Contact Center activities. All reports related to Contact Center operations should be provided to AVP Branch Operations at agreed delivery times. Project status reports and special problems should be forwarded in a timely manner. Alternate action should be included where appropriate.

• Responsible for working with the Training Coordinator to ensure Contact Center staff receives proper training. Responsible for ensuring the new employees complete the training plan that is outlined by the AVP Branch Operations.

• Responsible for working cooperatively with all Credit Union departments and maintaining proper communications.

Supervisory Responsibilities:

• Manages employees in the Contact Center. Responsible for overall direction, coordination, training, and evaluation of the Contact Center staff.

• Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities include interviewing, hiring, training employees, planning, assigning and directing work, performance appraisals, rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

BS/BA from a four-year college or university, and three to four years related experience and/or training or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Apply these to practical situations.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Drivers License