What are the responsibilities and job description for the Assistant Manager I - Member Services position at USALLIANCE Financial?
Job Description
Job Description
About Us :
At USALLIANCE, we pride ourselves on innovation, teamwork, training and development and career planning. As part of our team, you will have the opportunity to grow both personally and professionally in an inclusive and supportive environment. Represent USALLIANCE in the community and form lasting relationships with our members and partners.
About This Role :
Responsible for the daily operations of the Call Center team. Manages and evaluates team performance to ensure organizational goals are met and exceptional member service is provided. Collaborates with the Workforce Analyst to ensure Service Level metric are met, and other members of management to support the strategic mission and vision of the credit union.
Key Responsibilities :
- Monitor, measure and track performance metrics of the Call Center team, including but not limited to : Call Center KPIs, goal results, productivity and quality of service.
- Work with Human Resources in the recruitment and hiring process for new representatives.
- Manage staff performance, including performance appraisals, promotion recommendation, performance improvement plans, disciplinary action and termination for under-performing staff.
- Train, coach and mentor others to develop and / or maintain expert level product knowledge, effective sales techniques and communication skills.
- Ensure adequate department coverage by assisting the Workforce Analyst with making scheduling decisions and eliminating staffing barriers.
- Recommend and implement process improvements / procedures to create efficiency.
- Handle and resolve escalated member inquiries with professionalism and tact.
- Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and USALLIANCE Financial’ s policies and procedures.
- Complete other duties as assigned.
Who you are :
What We Offer :
Become a part of a team where your ideas are valued, your growth is supported, and your work makes a difference. Apply today and take the next step in your career with USALLIANCE.
EQUAL OPPORTUNITY EMPLOYER
USALLIANCE Federal Credit Union, as an Equal Opportunity Employer, values and supports the diverse cultures, perspectives, skills, and experiences within our workforce.
This job description is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements. This job description may be modified at any time, for any reason, at the sole discretion of management.
In the spirit of pay transparency, we are excited to share the base salary / hourly range for this position is $64,500.00 - $68,000.00 , exclusive of fringe benefits or potential incentives. This position is also eligible for an annual corporate bonus. If you are hired at USALLIANCE Federal Credit Union, your final base salary compensation will be determined based on factors such as skills, education, and / or experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members as a part is any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring at the maximum of the range would not be typical to allow for future and continued salary growth. We also offer a generous compensation and benefits package.
All positions must adhere to standard BSA / AML policies, procedures, and processes. Employees must demonstrate awareness of business functions and how business decisions affect financial and / or non-financial work results.
Salary : $64,500 - $68,000
