Assistant Contact Center Manager

Why Work for Us

At Credit Union of New Jersey, you'll find a member-centric culture built around helping our members and giving back to our community. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

In addition, you will enjoy a robust benefits package that demonstrates our dedication to employee satisfaction to include but not limited to:

• Excellent compensation
• Benefits package for all full-time employees including medical, dental, prescription and vision insurance
• 401(k) plan, with company match
• Tuition reimbursement
• Life & disability insurance
• Voluntary supplemental life insurance
• Flexible spending accounts
• Paid time-off
• 11 Paid holidays
• Receive continuous training and developmental opportunities to help employees achieve their goals
• Credit Union Membership
• Employee discounts on credit union products and services
• Community Outreach through our Foundation

Responsibilities include, but not limited to:

• Answers telephone inquiries from members regarding loan and deposit services; credit, debit, and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other member request concerning products and services of the credit union.
• Responds to the members’ inquiries regarding the operation of accounts, access to services, account usage charges, interest rates on savings and loan products, resolving account discrepancies, and assisting members to make the most effective use of services offered by the credit union.
• Takes loan applications on the phone and communicates decisions within 24 hours to the members.
• Ensures proper training for department staff including cross-training of duties and rotating of staff to achieve cross-training and enhance internal controls.
• Communicates with the Contact Center Manager to monitor the effectiveness of procedures, as well as any changes to procedures.
• Assists the Contact Center Manager with matters concerning staff development and performance of department employees when necessary; assists with monitoring and scheduling of vacation days and overtime; and offers input to Contact Center Manager on semi‑annual performance evaluations for all department employees.
• Monitors and oversees all levels of supplies for Contact Center, orders supplies, oversees maintenance and repairs of all equipment, and also ensures that the physical appearance of the area portrays a clean and professional atmosphere.
• Participates in BSA and other required regulatory and credit union training programs; and receives a passing grade on all required tests.
• Performs such other duties as may be assigned from time to time.

SUPERVISORY RESPONSIBILITIES:

• Supervises the daily workflow of employees in the Contact Center area.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include training employees; planning and directing work; addressing complaints and resolving problems.

Minimum Requirements:

• Associates degree (A. A.) from two-year college or university in Business Administration; and three to five years’ related experience and/or training; or equivalent combination of education and experience.
• Strong analytical abilities, highly motivated, goal oriented, excellent member service skills, good communicator, strong organizational and interpersonal skills.

This individual must be available for scheduling during Credit Union operating hours. Staffing assignments are periodically adjusted to meet business needs. This position could be transferred to another office in the same geographic region at any time.

We are an Equal Opportunity Employer

Job Type: Full-time

Pay: $60,000.00 - $68,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Application Question(s):

• Have you been employed by the credit union previously?
• Are you related to anyone currently employed by the credit union?

Education:

• Associate (Required)

Work Location: In person

Salary : $60,000 - $68,000