Video Support Assistant Manager

Description

Join our team 

Rivermark Community Credit Union and Advantis Credit Union officially merged in 2024, coming together for good as Rivermark Community Credit Union. Our united mission is to be the leader in fostering financial wellness for our members and the community across Oregon and SW Washington, including historically marginalized and underserved populations. 

Rivermark is committed to transforming lives and communities together. So, if you’re looking for a career where meaningful work, inclusion, value, and recognition are paramount, then you belong here. 

Our commitment to inclusion 

Rivermark celebrates differences and fosters an environment where individuals can show up every day as their authentic selves. It’s part of our fundamental commitment to a culture of belonging for our employees, members, and community partners. See what inclusion looks like at Rivermark, and learn more on our website. 

Position overview: 

The Video Support Assistant Manager plays a critical role in supervising, coaching, and developing the Video Teller Support team. This position ensures efficient operations, high-quality service, and strict compliance within the Video Solutions Center. The Assistant Manager collaborates with leadership to drive team performance, uphold service standards, and enhance member satisfaction through real-time support, training, and problem resolution.

Primary responsibilities: 

• Provide day-to-day leadership, coaching, and support to the Video Teller Support team.

• Manage team scheduling, workflow, and real-time operations to meet service level goals.

• Resolve complex technical and operational issues and handle escalated member situations.

• Conduct performance evaluations and support individual career development plans.

• Monitor service quality using QA insights and implement strategies for improvement.

• Oversee training, onboarding, and procedural compliance for new and existing staff.

• Collaborate with other departments to ensure seamless operations and member experience.

• Maintain and update Standard Operating Procedures (SOPs) and training materials.

Qualifications

Must-haves: 

• Minimum 2 years of progressive leadership/management experience, ideally in call center or retail banking.

• Strong operational and troubleshooting skills in a customer service environment.

• Proven experience coaching and developing teams.

• In-depth knowledge of financial regulations, procedures, and service protocols.

• Excellent communication, problem-solving, and decision-making abilities.

Nice-to-haves: 

• Prior supervisory experience in a credit union or video banking environment.

• Familiarity with workforce management and QA systems.

• Experience developing or delivering training programs.

• Bilingual or multilingual skills.

• Change management or process improvement certification (e.g., Lean, Six Sigma).

Why choose us 

We offer a competitive benefits package designed to support your well-being and professional growth. Visit our Benefits page to learn more. 

Rivermark Community Credit Union is proud to be an Equal Opportunity Employer that celebrates diversity. We acknowledge the challenges in our industry and strive to develop an inclusive culture where all individuals are valued and respected. 

Salary : $33 - $46