Assistant Manager - Contact Center

At Suffolk Credit Union, we empower our members and strengthen our community by promoting financial wellness, transparency, and respect. Join us to enjoy comprehensive benefits, including health plans, 401(k) matching, and support for work-life balance, along with employee engagement activities and opportunities for community involvement.

Role Overview: The Assistant Manager supports the management and daily operations of the Contact Center at Suffolk Credit Union. The Assistant Manager works closely with the member services, lending, and retail operations teams to ensure exceptional member experiences, foster strong relationships, and meet service excellence and loan performance goals.

Key Responsibilities:

• Supervise Contact Center staff, including Member Service Representatives (MSRs) and Lead Financial Service Representatives, through coaching, performance appraisals, and collaboration with HR on hiring or termination decisions.
• Partner with departments, financial institutions, and vendors to identify solutions and implement technological enhancements for the Contact Center.
• Collaborate with the Contact Center Manager to develop and execute process improvements that support the growth and success of the Contact Center and credit union.
• Oversee the training and development programs for Contact Center staff.
• Manage loan processing, ensure the loan production pipeline is effectively handled, and verify the completion of proper loan documentation.
• Assist in creating performance metrics and methods to help staff achieve Contact Center and loan production goals.
• Generate and share daily Contact Center metrics with Executive Management, while developing new reporting tools as needed.
• Monitor and ensure the timely completion of tasks, including email, secure messages, voicemail, chat, and faxes.
• Support monthly metric and production summaries as well as daily, weekly, and monthly business analysis and reporting.
• Provide escalated problem resolution for issues beyond the authority of MSRs or Lead MSRs.
• Serve as a backup for the Contact Center Manager and other department staff when necessary.
• Achieve a minimum "Satisfactory" rating on internal audits and examinations.

Essential Qualifications:

Qualified candidates must possess a high school diploma or equivalent certification. A minimum of three (3) to five (5) years of experience in a financial institution or customer service within a Contact Center is required, along with proven supervisory experience.

• Knowledge of credit union products, services, policies, regulations and procedures
• Demonstrated skill in customer service and sales
• Demonstrated skill in interpreting and applying loan policies and objectives
• Skill with independent problem-solving
• Skill with conflict resolution
• Ability to express oneself clearly and articulately both orally and in writing
• Ability to provide managerial leadership to professional- and intermediate-level staff
• Ability to exercise tact and responsibility with handling confidential information
• Ability to handle multiple and complex deadlines
• Ability to work with little supervision of daily activities

Working Conditions:

Contact Center Management must be available to work flexible schedules that include Saturdays. Schedules will vary within the normal business hours of 8:00am to 7:00pm, Monday - Friday, and 8:00am - 2:30pm on Saturdays. Candidates must indicate their hours of availability on the application.

Apply today and embark on a rewarding career and start empowering your possible!

Suffolk Credit Union provides equal employment opportunities to all applicants and prohibits discrimination of any type on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.

Compensation for employees is generally offered within the range of the minimum to midpoint of the posted salary scale, based on qualifications, internal pay equity, and the budget for the position. This compensation range adheres to state-specific regulations. The determination of your actual pay rate may take into consideration factors such as your skills, years of experience, and other pertinent qualifications.