Reference #: e5bc3e25-c2b4-4b94-a3ac-0d6334d52a28
DescriptionWelcome! You made it to the job description page!
At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of, WE>me. To be sure you align with our company mission, vision, values and culture reference the information below.
Company Culture is at Our Core
If there is one concept, we want you to understand about us, it is this. WE. It is a simple little word but means everything here. We think as one. One faM1ly. One community. One place where everyone belongs. Everything we do is in the best interest of all of us.
What WE Believe
Our Missions: WE serve our members, associates, and communities through support, empowerment, and meaningful relationships.
Our Vision: WE are growing our faM1ly by delivering everything they need to live well financially, through all life's moments and milestones.
Our Values: WE deliver unparalleled experiences through a culture of WE. WE > me. WE are servant leaders- at work and in the communities we serve. WE are financially safe and sound stewards of members dollars. WE are faM1ly.
Company Perks: Quick Reference
Competitive compensation with career growth opportunities, job security, annual increases and bonus potential
Nationally recognized 401K with up to 10% company match that helps you prepare for your future
A multitude of benefits and incentives to stay mentally and physically healthy
Associate Tuition Assistance - WE may help cover the cost for your continuing education courses or degree
Affordable cost sharing arrangement for three different medical plans, dental plan and vision plan
11 paid holidays and plenty of paid time off for life, vacations, staycations, and rest
WE commit to providing a healthy work/life balance - to support all the other parts of life that are important to you
WE cover visits to our confidential Employee Assistant Program for many difficult situations that life may throw your way
With faM1ly always in our forefront, we offer Paid Parental Leave (for both mothers and fathers) to help support your time off to bond with your new child
Make an impact through volunteering with one of our local charities or enjoy networking with our members at a local community event
WE provide a strong commitment to our associates with our dedication to providing professional development, leadership training & coaching opportunities
Opportunities to plan events, enhance recognition programs, network, and connect with other associates (both virtually and in-person) by joining or leading one of our four established Associate Resources Groups (ARGs)
Women in Leadership
Diversity, Inclusion and Belonging
Care Connections
PEER (Peer Experience, Engagement and Recognition)
Mandatory fun? Yes, please. Enjoy team building, special events, and our faM1ly atmosphere
Join a company that grows with you - personally and professionally.
The purpose of the Customer Service Assistant Manager position is to supervise Customer Service staff in the processing of members' telephone financial transactions, support fulfillment and quality control reviews for the call center transactions and interactions, email communications, internet requests, and direct mail requests ensuring high levels of member satisfaction and accurate member account records. This role has minimal budgetary responsibility, has limited supervision of work, and requires critical thinking in order to solve on-the-job problems.
The Customer Service Assistant Manager is responsible for supervising Customer Service staff, quality control, supporting new product and service development and implementation, promoting products and services, and managing team talent. This includes, but is not limited to, assisting in preparing and monitoring work schedules, consulting representatives with complex issues and training when necessary, reparing reports, opening and closing the department, and monitoring performance levels. This role also monitors calls for quality assurance, handles escalated calls, serves on new product and service project team, promotes products and services directly to members, and assists in selecting, coaching and developing, and retaining top talent.
EDUCATION:
Associate degree in Business, or equivalent work experience
EXPERIENCE:
3-5 years of related experience in retail financial or customer service
SKILLS:
Effective analytical, attention-to-detail, and problem-solving skills
Excellent communication, interpersonal and active listening skills
Strong time management, multitasking, and organizational skills
Skills or working knowledge of current State, Federal, and other regulations applicable to consumer lending and savings
Skills within Microsoft Office and common software
Strong negotiation, conflict resolution, and leadership skills
PREFERENCES:
Bachelor's degree preferred
Experience in home equity and/or consumer lending preferred
CORE COMPETENCIES:
Effective knowledge
Accountability and self-management
Teamwork and leadership
Communication
Innovation and problem-solving
WORKING CONDITIONS/PHYSICAL DEMANDS:
Ability to communicate effectively in English, both orally and in writing
Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
Ability to sit for extended time periods
Sufficient manual skill for operation of PC keyboard and other standard office equipment
Ability to travel, including occasional overnight travel
Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects
#LI-DS1The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities