Assistant eCenter Manager

Working with members, employees and local partners, the Assistant eCenter Manager plays an instrumental role in delivering on Alltru Credit Union’s mission: Save you money. Make you money. Save you time. That’s why we exist. This is achieved by developing a highly effective eCenter team through dynamic coaching and hands-on leadership. The Assistant eCenter Manager is vital to ensuring outstanding service is delivered to both internal and external members in alignment with the Credit Union’s Service Promises. A key component of excellent service is to identify the financial needs of the members and recommend an appropriate Credit Union solution.

The Assistant eCenter Manager is responsible for overseeing day-to-day call center operations in partnership with the Member Experience eCenter Manager. This position will provide coverage when needed (i.e. vacations, training, etc.), support sales and service operations, and assist with the supervision and coaching of eCenter employees to ensure continued development while improving member service satisfaction.

MAJOR RESPONSIBILITIES:
1. Responsible for delivering a high level of member service to internal and external members in alignment with the credit union’s Service Promises.
2. Provide oversight and management of day-to-day call center operations, ensuring adherence to company policies, procedures, and service standards with direction from the Member Experience eCenter Manager.
3. Develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training, or correcting the employees’ performance.
4. Facilitate training and development of new and established eCenter employees to enhance skills, knowledge, and performance.
5. Recognize employees who perform at a high level.
6. Hold employees accountable for their performance, attitude, and behavior through individualized coaching and progressive discipline as needed.
7. Ensure that the eCenter team meets sales and service goals as established by the Credit Union.
8. Assist with employee Monthly 1:1s to review the previous month’s performance, set goals for the upcoming month’s performance, and develop plans to improve employee’s performance as directed.
9. Build and maintain relationships with members to uncover financial needs through the sales of our products and services.
10. Assist members with all account and loan-related service needs.
11. Process all types of transactions for members including balance inquiries, transfers, payments, loan advances, account opening, and all other requests needed to meet business needs.
12. Administer consumer loan products and services ensuring compliance with Federal Regulations and Credit Union policies and procedures.
13. Support eCenter employees with escalated problem resolution and guide staff on non-routine matters.
14. Address member concerns and escalations promptly and effectively.
15. Assist with establishing a positive team environment by leading by example.
16. Demonstrate enthusiastic support of corporate mission, core values, and long-term objectives.
17. Hold staff meetings and sales meetings to discuss areas needing improvement, changes in procedures, new services, and to present general information.
18. Motivate staff to meet Credit Union goals and maintain a cross-selling environment.
19. Maintain knowledge of operating systems and cross-train on all technology and tools to provide support when needed.
20. Provide respite managerial support to retail branches as necessary.
21. Attend and participate in Credit Union training and meetings.
22. Completes CPD Online Training classes quarterly.
23. Assists with communicating changes or updates as needed to ensure the team is well informed.
24. Promotes an atmosphere and models the behavior for all Alltru employees to think critically to resolve issues, suggest improvements and encourage new ideas.
25. Perform other duties as assigned.

QUALIFICATIONS:
Education/Experience
• Bachelor’s degree or equivalent experience in the financial industry.
• Minimum of three years of experience in a financial institution.
• Minimum of three years of experience in a direct/indirect lending environment, with hands-on experience with deposit products, and working knowledge of teller line operations.
• Minimum of one to two years of supervisory or management experience.

Knowledge/Skills/Abilities
1. Knowledge of credit union operations, products, services, policies, procedures, and regulations.
2. Must possess a strong service orientation to assist team members.
3. Professional, well-developed interpersonal skills necessary for leading, managing, and developing staff.
4. Strong written and oral communication skills with the ability to communicate effectively.
5. Ability to effectively lead and develop leaders.
6. Project a high degree of professionalism and a positive image of themselves and the credit union.
7. Ability to maintain highly confidential information
8. Must be detail-oriented and be able to handle multiple projects/priorities simultaneously.
9. Easily learn and adapt to new technology quickly.
10. Ability to work well with others as part of a team.
11. PC proficient, including Microsoft Office (Word, Excel, Access, Outlook) and the Internet.
12. Experience with technology platforms including Invo Solutions Video Banking, Jack Henry – Symitar and Synapsys, Meridian Link – Loans PQ and Express Accounts, Ascensus, Better Lobby and DocuSign preferred.
13. Must be able to be bonded.

OTHER REQUIREMENTS:
Schedule: The position may require time over a 40-hour workweek for Management-level positions. Including Saturdays, as scheduled.
Quality: Able to meet company requirements and standards. Accuracy is a must.
Attendance: Adheres to company policy.
Performance: Meets pre-established goals and deadlines.
Other: Incumbent