Member Contact Sales Assistant Manager

Employment Type: Full-Time, Hybrid #LI-HYBRID

Entry Salary Range: $29.00-$34.80 per hour with an incentive opportunity based on individual performance. 

Comprehensive Benefits Package
We're committed to supporting your well-being and work-life balance through a robust benefits offering: 

• Health & Wellness
  • Medical, dental, and vision insurance to keep you and your family healthy.
• Financial Peace of Mind
  • 401(k) with company match, life insurance, and disability coverage.
• Time Off
  • Generous paid time off (PTO), paid holidays, and paid parental leave*.
• Professional Growth
  • Learning and development programs, plus tuition reimbursement* to support your career journey.
• Additional Perks
  • Free Telemedicine
  • Employee Assistance Program (EAP)
  • Wellness initiatives
  • Paid Community Action Volunteer Hours

*Parental Leave and Tuition Reimbursement are available after one year of service. 

Advia offers a bilingual premium for this role. This premium acknowledges and compensates bilingual employees who regularly use their language skills to assist our members. Proficiency testing is required, with a specific need for Spanish language proficiency.

What you should know about the role

The most essential function of this position is to assist the credit union members in experiencing the advantage. This is accomplished by providing outstanding service to internal and external members as defined by living and demonstrating the core values of the credit union: Act with Integrity, Drive Progress, Build & Strengthen Relationships, and Keep People at the Core. Member Contact Sales Assistant Managers are accountable for overseeing the operational efforts of the contact center in the primary area of inbound and outbound sales.

What you should know about Advia

Advia is a fast-growing Credit Union that is positioned in the top 3% of credit unions across the United States. We serve almost 200,000 members with assets over $3 Billion. We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages. We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations. The work environment at Advia is fast-paced, performance based and fun infused. We certainly live by the saying "work hard, play hard." As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co-workers and engaged managers.

Major Duties and Responsibilities

• Manages team to maximize productivity, efficiency, and the potential of the human assets of Advia, including monitoring performance, performing monthly quality call reviews, coaching, mentoring, training, assuring compliance with regulatory requirements and organizational mission, values, service standards, policies, and work guidelines. Appraise performance and provide recommendations for promotion, disciplinary action, and termination, as appropriate. Assists all direct reports with growth and development that aligns with each team member's Individual Development Plan (IDP).
• Develops and leads sales initiatives, which include analyzing data to discover best sales practices to support Member Contact Center goals.
• Ensures service standards and sales metrics are met through all channels. This may involve doing lending calls and gathering applications to support your team.
• Assists Member Contact Center Sales Manager in identifying skills gaps for the sales team and partners with Training to identify a plan to develop those skill gaps.
• Ensures that the Credit Union's professional reputation is maintained, owns escalated member situations, and resolves requests/questions promptly and courteously.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Oce of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.

Experience

Three years to five years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.