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Greater Iowa Credit Union · 3 days ago

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

West Des Moines, IA

Full-time

Onsite

Entry, Mid Level

1+ years exp

Greater Iowa Credit Union is seeking an Assistant Contact Center Branch Manager to support the overall operation of the Contact Center. This role involves supervising Contact Center Representatives, ensuring compliance with policies, and maintaining high service standards for members.

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

Member service orientationBilingual SpanishBilingual EnglishMicrosoft Office proficiencyEffective communicationInterpersonal skillsMulti-taskingLift 30 lbsConflict resolutionRelationship buildingOrganizational skills