Member Care Team Assistant Manager
$78,000–$97,000 year
On-sitePalo Alto, California, United States
Palo Alto, California, United StatesOn-siteFull Time$78,000–$97,000 yearSmall
Full TimeSmall
Job Summary
Maximize staff productivity and ensure consistent, high-quality service delivery by coaching, training, and managing the Member Care Team. Handle member escalations, resolve complaints, and conduct approvals and overrides using operational systems for phones, chats, and secure messaging. Audit department procedures, manage scheduling, and maintain up-to-date logs and reports while serving as a backup for unavailable managers. Monitor performance metrics and respond to negative feedback surveys to uphold service standards.
Required Qualifications
- One to three years contact center and or financial service experience in a leadership role
- Well versed knowledge of Banking Accounts, including but not limited to: Trusts, Estates, Business Accounts, Savings Account & Retirement Accounts
- Understanding of Contact Center policies, procedures, and metrics
- Ability to exercise good judgment to reach decisions and to obtain desired results, within broadly defined practices, policies, selection methods, techniques, and criteria for evaluations
- Ability to utilize and demonstrate execution of all operational systems and procedures to be able service members and train staff, encompassing phones, chats, secure messaging and SMS
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