Job Information
Genisys Credit Union Assistant Contact Center Manager in Auburn Hills, Michigan
At Genisys Credit Union, we value our employees who are essential to our ongoing growth and success as a financial institution of choice. We offer a supportive, inclusive, and diverse work environment where you are comfortable to be you. Our team is proud to support the communities we live and work in. Our locations are consistently recognized for providing excellent customer service and we are excited to be adding to our team. We are currently seeking motivated candidates for an Assistant Contact Center Manager position at our Home Office location in Auburn Hills, MI.
Position Purpose:
Responsible for assisting with the direction and administration of Contact Center operations. Ensures that established policies and procedures are followed. Oversees the provision of a full range of services to members and prospective members. Ensures that members are promptly and professionally served. Acts as Contact Center Manager as necessary. Trains, directs, and assists in supervising Contact Center staff. Performs various Contact Center functions as required.
Job Duties (include but not limited to):
Ensures that operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, and audit standards.
Provides suggestions for improved effectiveness.
Ensures that incoming member phone calls, chats and emails are answered quickly and efficiently.
Provides help on various forms of member contact during peak hours and/or periods of high contact volume.
Provides assistance, direction, and supervision as needed, including guidance for Contact Center Reps with and without Lending.
Assists with escalated contacts and member concerns when appropriate.
Qualifications:
Associate’s degree or equivalent from two-year college or technical school; within one year obtaining Bachelor’s degree.
Two to five years of related experience in a financial institution, with a minimum of two years of supervisory experience
Sales Experience
Skills/Abilities:
Strong interpersonal, leadership, and supervisory skills
Well organized
Attention to detail
Ability to operate related computer applications and basic business equipment
Good marketing skills
Ability to maintain an effective and efficient work flow
Benefits:
Paid Time Off
Health, Dental, Vision, Life Insurance, Flexible Spending Accounts, & Short Term/Long Term Disability Available
Tuition Reimbursement Program
Holiday pay at 8 hours per observed holiday
Free Financial Planning Assistance
401k up to 3% match and 5% Profit Share
Don’t meet every single requirement listed here? That’s okay! At Genisys, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this position but your qualifications or past experiences don’t align perfectly with those listed in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other open positions we have!
EOE M/F/Disability/Veteran