Solution Center Assistant Manager
$59,545–$66,551 year
On-sitePhoenix, Arizona, United States
EXPIREDPhoenix, Arizona, United StatesOn-siteFull Time$59,545–$66,551 yearSmall
Full TimeSmall
Job Summary
Manage call center operations by overseeing inbound and outbound groups, monitoring calls to identify performance gaps, and coaching staff to meet sales and service goals. Develop workflows, document processes, and train new employees while ensuring consistent adherence to policies and regulations. Act as a resource to other Credit Union staff, resolve complex member inquiries, and cross-sell products to drive sales opportunities. Provide supervisory overrides and refer escalated issues to management, minimizing loss exposure by recommending corrective actions for operational deficiencies.
Required Qualifications
- Requires education equivalent to a four-year high school education or general education degree (GED)
- At least 1 year of previous sales experience and/or call center experience in a financial institution
- Professional well developed interpersonal skills
- Approaches others in a tactful manner
- Reacts well under pressure
- Accepts responsibility for own actions
- Follows through on commitments
- Requires sound and accurate judgment
- Displays a willingness to make decisions in a timely manner
- Includes appropriate people in decision-making process
- Can support and explain reasoning for decisions
- Requires excellent interviewing and interpersonal skills
- Ability to listen to members' needs
- Intermediate mathematical skills
- Knowledge of PC applications including Word and Excel
- Keep all credit union member and employee related business in strictest confidence
- Maintain a thorough understanding of Credit Union Policies
- Understand and be accountable for executing all job functions in a way that is consistent with all requirements of BSA, OFAC and the USA Patriot Act/Customer Identification Act (CIP)
Desired Qualifications
- Some post-secondary education
- Knowledge of consumer lending and account opening and servicing
- Experience with automated core banking system
- Experience utilizing smart phone and tablet applications
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