COMMUNICATION CENTER ASSISTANT MANAGER II (ZEELAND)

Description

POSITION TITLE: Communication Center Assistant Mgr II 

DEPARTMENT: Communication Center

CLASSIFICATION: Exempt 

APPROVED BY: CEO

WAGE GRADE: 10

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Communication Center Manager

POSITIONS SUPERVISED: Communication Center Lead, Communication Center Specialist, Digital Service Representative

POSITION PURPOSE

Responsible for implementing existing policies, procedures, and systems involving transactions, operations and member service functions. Coordinates, directs, and assigns work. Answers staff questions and resolves more complex problems. Responsible for smooth flow of Communication Center operations and adequate interaction coverage. Oversees provision of a full range of services to members and prospective members. Ensures members are promptly and professionally served. Proactively coaches team to ensure we are exceeding quality goals and creating the best member experience. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for ensuring and performing efficient, effective, and professional Communication Center operations.

• Ensures all Communication Center personnel functions are correctly performed and are in accordance with established policies and standards. Ensures all security procedures are followed.
• Coordinates Communication Center staffing and operations by assisting in scheduling, assigning work, distributing workflow. Monitors timekeeping and payroll records.
• Answers Communication Center personnel questions, solves problems, and assists with complex transactions and sensitive member relations problems. Explains policies and procedures to members. Makes judgments for Communication Center personnel (within limits of authority) pertaining to cashing and/or accepting checks or drafts and managing fees.
• Performs Quality Assurance coaching sessions to identify opportunities and recognize positive behaviors.
•  Identifies team and individual training needs and develops plans for immediate and long-term performance improvements.
•  Ensures referral and sales goals are met.

Effectively supervise and develop area personnel, ensuring optimal performance.

• Provides leadership to direct reports through effective delegation and communication.  
• Ensures personnel are well trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees.
• Provides support and suggestions for employee improvement.
• Assists in interviewing and assigning new personnel 
•  Reviews individual performance data and holds regular one-on-one meetings and performance conversations with team. Follows corrective action steps when needed.
•  Facilitates group coaching sessions such as huddles and department meetings.

Assumes responsibility for establishing and maintaining effective communication and coordination with department and area personnel and with management.

• Keeps management informed of area activities and of any significant problems. Provides suggestions for improved service.
• Completes required reports and related documents promptly and accurately.
• Attends meetings as required.
•  Ensures relevant information, procedural updates, and Communication Center strategy is conveyed to team.
• Maintains and upholds relationships with any Communication Center related vendors.

Assumes responsibility for related duties as required or assigned.

• Effectively performs all duties assigned by Communication Center Manager as needed. 
• Ensures work areas and equipment are clean and well maintained.
• Performs procedures for opening and closing of operations, including alarm and door duties. 
• Performs related clerical functions as required.
• Comply with the U.S. Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
• Comply with the Gramm-Leach Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, Systems and locations.

PERFORMANCE MEASUREMENTS

• Communication Center personnel functions are efficiently, accurately, and effectively performed in accordance with established policies and standards.  
• Communication Center operations are effective and professionally conducted.
• Communication Center personnel are appropriately directed, assisted, and supported.
• Communication Center personnel are properly trained and customer service standards are at the highest level.
• Good working relationships and coordination exist with area personnel and with management. Management is appropriately informed of area activities.
• Required reports and records are accurate, complete, and timely.
• Responsible to provide coverage and support, as assigned, for Communication Center personnel.
• The Credit Union’s professional reputation is maintained and conveyed.
• Transaction levels, balancing, errors, etc. are in line with Credit Union standards.
• Regular coaching conversations are taking place and the team’s performance reflects this.
• Good working relationships, DEI and collaborative initiatives exist with credit union personnel.

Requirements

EDUCATION/CERTIFICATION: 

High school graduate or equivalent.   

REQUIRED KNOWLEDGE:

• A thorough knowledge of Communication Center personnel operations and procedures.
• Basic understanding of Credit Union operations, including opening and closing accounts, loans, IRA, HSA, and certificate procedures.
• Understanding of Credit Union philosophy.
• Knowledge of basic accounting.

EXPERIENCE REQUIRED: 

• Minimum of three to five years of experience in customer service, preferably at a full-service financial institution.
• Minimum of one year of leadership experience, preferably at a full-service financial institution.

SKILLS/ABILITIES:  

• Excellent communication and leadership skills.
• Supervisory and training abilities.
• Professional appearance, dress, and attitude.
• Solid math skills.
• Ability to operate related computer software, and business equipment including 10-key, money counters, and telephone.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING:  

Especially where one must frequently convey detailed or important instructions or ideas accurately, or quickly.

AVERAGE HEARING:  

Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTION:  

Movements frequently and regularly required using the wrists, hands, and/or fingers.

FINGER DEXTERITY:  

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

AVERAGE VISUAL ABILITIES: 

Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH:  

Sitting and standing. Exerts up to 50 lbs. of force occasionally.

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:  

• Ability to deal with a variety of variables under only limited standardization.
•  Able to interpret various instructions.

MATHEMATICS ABILITY:

Ability to perform basic math skills, use decimals to compute ratios and percentages.  

LANGUAGE ABILITY:  

• Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
•  Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
•  Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.