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Greater Iowa Credit Union · 1 week ago

Assistant Contact Center Branch Manager - Preferred Bilingual (Spanish & English)

West Des Moines, IA

Full-time

Onsite

Entry, Mid Level

1+ years exp

Greater Iowa Credit Union is currently seeking an Assistant Contact Center Branch Manager to assist with the overall operation of the Contact Center. The role involves supervising Contact Center Representatives, ensuring high service standards, and supporting the delivery of credit union products and services.

BankingCommercial LendingFinancial Services

Responsibilities

Assists Contact Center Branch Manager and other Contact Center staff with daily operations, including inquiries, questions, and/or problem resolution

Ensures credit union policies and procedures are compliant with state and federal regulations affecting consumer credit and depository functions

Supports Contact Center by exhibiting a working knowledge of policies and procedures, trends, member services, depository and lending functions, and standards in the credit union industry

Monitors work of Contact Center staff to ensure highest level of service and accuracy are provided

Work with the manager to maintain a highly motivated, well trained staff though effective coaching

Schedules and adjusts work hours to ensure coverage levels are adequate for providing proper service to the members

Serves membership as needed, ensuring the highest quality member service standards

Exhibit knowledge of online banking, opening deposit accounts, servicing members with existing accounts, and processing financial transactions

Serves as a subject matter expert to all internal systems that supports the Contact Center

Assist with the interviewing and selection process

Provide input to performance evaluations, personnel actions, and performance management

Assists with and participates in training of new and existing personnel

Serves as a liaison for organizational projects and assists in the execution and implementation of divisional projects

Promotes new loan and deposit products and services to achieve operational and strategic growth strategies

Facilitates a service oriented environment by building and maintaining member relationships, while recommending product and services as needed

Participate in community events to increase awareness of the credit union

Foster a referral network by building relationships with membership, segmented employee groups, peers, and various community organizations and affiliations

Perform other duties as assigned

Qualification

Service orientationBilingual (Spanish & English)Microsoft Office proficiencyEffective communicationRelationship buildingMulti-taskingTact in communicationLending positionsConflict resolutionOrganizational skills