MCC Assistant Manager II bei Rogue Credit Union

Department: Member Contact Center       

Reports To: Member Contact Center Manager      

Classification: Non-Exempt 

Supervises Direct: 15       

Supervises Indirect: 0

About Rogue Credit Union:

Rogue Credit Union is a member-owned, not-for-profit financial cooperative headquartered in the Rogue Valley located in beautiful southern Oregon. Providing services to our members in select Oregon and Idaho counties. We strive to make an impact in the communities we serve by living, giving, and supporting local. Our mission is to provide exceptional member experiences that build mutually beneficial relationships to create the most loyal members in the nation. Here at Rogue, we believe in having a culture of happy team members who feel supported, have the chance to grow their careers, and LOVE where they work!

Role: 

Assists the Member Contact Center (MCC) Manager by performing management functions including leadership and supervision of assigned staff. Oversees operational activities, electronic delivery, and support services. Develops and coaches team members to increase member loyalty, achieve organizational and branch goals and expand member relationships. Works in conjunction with the department to support Rogue's Vision, Mission and Values.

Essential Functions & Responsibilities: 

25%   In conjunction with the Manager, manages all facets of member contact center operations including supervision/back up of eBranch, guidelines and procedures, process consistency and compliance, capacity planning and service level management, quality performance, productivity, budget and financial management.

20%   In conjunction with the Manager, hires, trains, coaches and motivates a highly qualified staff sufficient to meet the daily operational needs of the areas assigned. Establishes and maintains objective accountability measurements and evaluates performance on all direct reports. Creates and maintains a coaching culture to consistently strive toward the highest level of employee achievement and performance in building Member Loyalty. Actively collaborates with staff/departments to assure members are being provided with exceptional experiences and/or service recovery that meets members needs promptly. Updates and maintains employee schedule.

15%   Assists in developing, implementing and achieving member service goals to include average queue time, abandon rate, etc.

15%   Assists in developing, training, and managing elements of a sales culture, including product knowledge, sales philosophy, sales planning/strategy, tracking and coaching and recognition/rewards system.

10%   Monitors and is accountable for executing all job functions in a way that is consistent with all requirements of BSA, OFAC and the USA Patriot Act/CIP. Assists in all member contact center activities to ensure they are in compliance with established credit union policies and procedures.

10%   Actively participates in and maintains communications with the rest of the credit union, prepares/submits standard reports and attends relevant meetings/trainings.

5%     Proactively performs other duties as needed or assigned.

Knowledge & Skills:

Experience: Two years to five years of similar or related call center/eBranch experience. Supervisory experience preferred. 

Education: A high school education or GED. 

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation. 

Other Skills: Compliance skills with an in-depth understanding of and ability to interpret regulations affecting deposit programs within the credit union, including Regulations B, D, E, Z, Cc, and DD. Strong leadership, supervisory, training and coaching skills. Strong computer and software skills including spreadsheets. Good written and strong verbal communication skills including professional level phone skills. Excellent time management and organizational skills. Good eye for detail and quality. Strong conflict management, problem resolution and sales skills. 

Physical Requirements: Some adjusting or moving objects up to 30 pounds in all directions. Must be able to remain in a stationary position, often standing or sitting for prolonged periods. Repeating motions that may include the wrists, hands and/or fingers while using computer. Communicating with others to exchange information. Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication and make fine discernments in sound. Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal and extensive reading. 

Work Environment: This is a non-exempt position that requires flexibility in scheduling tasks and projects. The employee must independently monitor hours and judge the time needed to be spent on applicable duties. Employee must be capable of proactively adjusting to unpredictable schedules. As a direct representative of Rogue Credit Union, the employee must conduct and present themselves courteously and professionally. Regularly pursue personal development in order to ensure that skills and capabilities grow with the requirements of the position and the credit union. May require working on Saturday or Sunday. 

Disclaimer:

Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer. 

Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7295.  

This Job Description is not a complete statement of all duties and responsibilities comprising the position.