Service Center Loan Assistant Manager

Job Summary

To assist in and manage the operations and staff of the call center both inbound and outbound calls. To ensure quality service to the members and enhance their financial relationships with the credit union.

Remote

Monday - Friday 10:00 am - 7:00 pm MDT with rotating Saturday and Sunday Hours could change due to business need.

• Coaches and trains call center agents regarding sales and servicing techniques.
• Educates external members regarding products and services.
• Uses AAA to excel in member experience while leveraging our Products and Services to improve the member’s financial lives.
• Supervises employees, coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development.
• Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent’s daily productivity.
• Monitors agents’ calls and reviews key metrics daily, weekly, and monthly ensuring both quality standards and all policy and procedures are met.
• Assists in the budget and departmental planning sessions driving innovation / improvements across the department.
• Ability to manage multiple channels of member contact (Inbound and Outbound) – phone, chat, email, mail, applications, etc.
• Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures).
• Holds approval authority in making business decisions related to call center agents supervised.
• Performs other duties as assigned.

• Experience:
  
  Three years of similar or related experience.
• Education:
  
  Two-year college degree or completion of a specialized course of study at a business or trade school or equivalent.
• Computer/Office Equipment
  
  Skills:
  
  Basic computer operating skills. Advanced skills in Microsoft Office (Outlook, Word, Excel). Must have good knowledge and confidence in working with Symitar. Type a minimum of 35 words per minute. 10‑Key experience.
• Managerial Responsibility:
  Has managerial responsibilities that are assigned and overseen by area manager. Direct or through work/team leaders or assistants. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates, coaches and reviews the work of assigned staff. Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary action.
• Other
  
  Skills and Abilities:
  
  Call Center Supervisory experience. Thorough knowledge of credit union policies and procedures in loan origination and new accounts functions. Ability to coach and direct others to give quality service. Basic knowledge of Automated Call Distributing systems and other telecommunications equipment. Ability to sell financial services and train and coach others in referring the products and services of the credit union. Teamwork and promotion of teamwork among staff.

• Physical Demands:
  Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently. Lift up to 10 pounds consistently and up to 25 pounds occasionally.
• Vision:
  Close vision (clear at 20 inches or less). Distance vision (clear at 20 feet or more).
• Noise Environment:
  Moderate noise (business office with computers and printers, light traffic).

This job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.