Customer Service Assistant Manager (PC 510)

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At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of, WE>me. To be sure you align with our company mission, vision, values and culture reference the information below.

Company Culture is at Our Core

If there is one concept, we want you to understand about us, it is this. WE. It is a simple little word but means everything here. We think as one. One faM1ly. One community. One place where everyone belongs. Everything we do is in the best interest of all of us.

What WE Believe

Our Missions: WE serve our members, associates, and communities through support, empowerment, and meaningful relationships.

Our Vision: WE are growing our faM1ly by delivering everything they need to live well financially, through all life’s moments and milestones.

Our Values: WE deliver unparalleled experiences through a culture of WE. WE > me. WE are servant leaders- at work and in the communities we serve. WE are financially safe and sound stewards of members dollars. WE are faM1ly.

Company Perks: Quick Reference

• Competitive compensation with career growth opportunities, job security, annual increases and bonus potential
• Nationally recognized 401K with up to 10% company match that helps you prepare for your future
• A multitude of benefits and incentives to stay mentally and physically healthy
• Associate Tuition Assistance – WE may help cover the cost for your continuing education courses or degree
• Affordable cost sharing arrangement for three different medical plans, dental plan and vision plan
• 11 paid holidays and plenty of paid time off for life, vacations, staycations, and rest
• WE commit to providing a healthy work/life balance – to support all the other parts of life that are important to you
• WE cover visits to our confidential Employee Assistant Program for many difficult situations that life may throw your way
• With faM1ly always in our forefront, we offer Paid Parental Leave (for both mothers and fathers) to help support your time off to bond with your new child
• Make an impact through volunteering with one of our local charities or enjoy networking with our members at a local community event
• WE provide a strong commitment to our associates with our dedication to providing professional development, leadership training & coaching opportunities
• Opportunities to plan events, enhance recognition programs, network, and connect with other associates (both virtually and in-person) by joining or leading one of our four established Associate Resources Groups (ARGs)
• Women in Leadership
• Diversity, Inclusion and Belonging
• Care Connections
• PEER (Peer Experience, Engagement and Recognition)
• Mandatory fun? Yes, please. Enjoy team building, special events, and our faM1ly atmosphere
• Join a company that grows with you – personally and professionally.

The purpose of the Customer Service Assistant Manager position is to supervise Customer Service staff in the processing of members’ telephone financial transactions, support fulfillment and quality control reviews for the call center transactions and interactions, email communications, internet requests, and direct mail requests ensuring high levels of member satisfaction and accurate member account records. This role has minimal budgetary responsibility, has limited supervision of work, and requires critical thinking in order to solve on-the-job problems. 

The Customer Service Assistant Manager is responsible for supervising Customer Service staff, quality control, supporting new product and service development and implementation, promoting products and services, and managing team talent. This includes, but is not limited to, assisting in preparing and monitoring work schedules, consulting representatives with complex issues and training when necessary, preparing reports, opening and closing the department, and monitoring performance levels. This role also monitors calls for quality assurance, handles escalated calls, serves on new product and service project team, promotes products and services directly to members, and assists in selecting, coaching and developing, and retaining top talent. 

EDUCATION:

• Associate degree in Business, or equivalent work experience

EXPERIENCE: 

• 3-5 years of related experience in retail financial or customer service

SKILLS:

• Effective analytical, attention-to-detail, and problem-solving skills

• Excellent communication, interpersonal and active listening skills

• Strong time management, multitasking, and organizational skills

• Skills or working knowledge of current State, Federal, and other regulations applicable to consumer lending and savings

• Skills within Microsoft Office and common software

• Strong negotiation, conflict resolution, and leadership skills

PREFERENCES:

• Bachelor's degree preferred

• Experience in home equity and/or consumer lending preferred

CORE COMPETENCIES:

• Effective knowledge

• Accountability and self-management

• Teamwork and leadership

• Communication

• Innovation and problem-solving

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Ability to communicate effectively in English, both orally and in writing

• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading

• Ability to sit for extended time periods

• Sufficient manual skill for operation of PC keyboard and other standard office equipment

• Ability to travel, including occasional overnight travel

• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects

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