About the Role:
The Contact Center Assistant Manager directs, organizes and oversees the Contact Center staff to ensure superior member service, operational integrity, efficient processing of transactions, office security, appropriate levels of risk management and loss prevention. Provides technical support for all aspects of online services including online banking and bill pay with a specific focus on eChannels (secure message and chat). Owns in-depth Zelle troubleshooting knowledge and support. Supports and reinforces Credit Union relationship building initiatives. Performs a variety of functions including but not limited to member services, communicating and enforcing training initiatives, department scheduling, call compliance, and staff adherence with all Credit Union policies and procedures
Scheduled Weekly Hours:
This is a full-time position 40 hours a week. Scheduled Monday – Saturday with rotating Saturday shifts. Bi-annual travel to our Capitola branch for our All Staff is expected.
What you’ll be doing:
- Provides daily management of the contact center staff including achieving service level agreements with a focus on eChannels including chat and secure message.
- Promote and maintain a positive image of Bay Federal at all times to all personnel, members, volunteers, vendors and the community.
- Trains, develops, coaches, and mentors staff to achieve all department goals and productivity standards as well as to effectively and efficiently deliver service to members including driving accountability and recognition.
- Provides technical support to staff and members for service of electronic channels, including but not limited to online and mobile banking, Bill Pay and Zelle.
- Provides member support for all aspects of phone, online and mobile services.
- Monitors the Contact Center’s telephone queue(s) to ensure timely service is provided to members and provides interday management support.
- Manages risk for transactions and member interactions. Makes decisions independently and in partnership with the other Contact Center management to provide excellent service while not exposing the Credit Union to unreasonable risks.
- Ensure optimal staffing and productivity levels through efficient monitoring of staff, with the goal of meeting peak service demands.
- Secures and controls negotiable items, passwords, security codes, and keys. Follows organizational policies and procedures in maintaining the confidentiality of member information as well as the security of all records and systems including but not limited to the Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and all other policies, and procedures, and regulations.
- Responsible for understanding and performing all departmental tasks and procedures when necessary, and for staff training.
- Collaborates with other Contact Center management to plan and conducts staff meetings and training. Directly oversees all aspects of day-to-day operations and service delivery.
- Takes member escalations and serves the member to satisfactory resolution.
- Serves as a role model for the desired leadership behaviors that support a successful sales and service culture.
- Takes continued initiative to develop personal expertise in Contact Center processes and Bay Federal products and services to act as support with the Member Service Center team and members.
Supervisory Responsibilities:
- Manages team to Bay Federal’s core PACIFIC values.
- Ensures direct reports understand the role and function of the Contact Center team, services, goals and service delivery requirements.
- Provides regular and ongoing management, coaching, one-on-ones, feedback, and developmental assistance to staff to ensure they are successful in performing their job duties and responsibilities, and can accomplish their production, member service and operations goals.
- Leads staff meetings, in partnership with other Contact Center management as well as quick connect meetings, to ensure smooth operations, effective communication and focus on improving the member service experience to internal and external members.
- Reviews functions and processes with the team to brainstorm ideas for continued improvement, reviews trends in responses to questions incoming from front line staff and members, reviews consistency of decisions made by the team and recommends changes as needed.
- Promotes teamwork and positive communication among staff to ensure all staff works in a collaborative manner toward a shared goal, and standards for excellent member service are achieved. Responds appropriately to member concerns.
- Partners with other Contact Center management to coordinate the orientation and training of the Contact Center staff.
- Ensures all Credit Union policies and procedures are followed including the fair and equitable administration of all labor practices within the department.
- Reviews, evaluates, and documents staff performance, documenting progress towards stated objectives and goals.
- Manages eChannel team by developing and supporting expertise in written member service. Oversees written member service training to ensure it is always up to date.
- Develops, trains and sustains Zelle trouble shooting expertise with senior agents to provide support to the rest of the Contact Center.
You’re Perfect For This Role If You Have:
- Associate degree (A. A.); or two years related experience and/or training; or equivalent combination of education and experience
- In-depth knowledge of Zelle processes and customer service via written channels is desired
- Minimum of 3 years previous experience in customer service, call center environment, or equivalent is required
- Minimum of 2-3 years previous experience supervising people in a work environment is required
- Bilingual speaker preferred
Who We Are:
Bay Federal Credit Union was started in 1957 when local school teachers pooled their money together to start a credit union. This original vision and investment has grown into the area’s largest locally-owned financial institution, with nearly $1.6 billion in assets. Today, Bay Federal provides full service financial products and solutions to individuals and businesses in Santa Cruz, Monterey, and San Benito counties.
As a local, member-owned, not-for-profit financial cooperative, we are passionate about contributing to the community and being an integral part of its incredible story. Each year, our employees volunteer their time and donate their money to local non-profits, schools, and events. Our managers serve on local non-profit Boards of Director to be involved, understand challenges, and to make a real difference in the communities we serve.
From our founding as a teacher’s credit union, Bay Federal has continued our commitment to education. We offer annual student scholarships for members and offer a comprehensive array of solutions to support our member's financial wellness. Through online financial education course offerings, solutions for teachers and students, as well as special programs for youth, our financial wellness programs are free and available to the public. This is a small part of our work in creating thriving and vibrant communities!
We look forward to continuing our story, and hope that you will be a part of it!
Perks of Joining Bay Federal Credit Union:
- Rated #1 Credit Union to Work For by CU Journal
- Best Places to Work in the Bay Area (SF Business Times/Silicon Valley Journal)
- 11 Federal Holidays observed as paid days off
- We invest in your professional growth & development by providing access to industry standard webinars, LinkedIn Learning courses, and career tracking. We also partner with Cabrillo College for a 12 week leadership program for up and coming supervisor and manager level employees
- Mac McCormac Employee Scholarship award for $1,500 towards education expenses
Benefits Offered at Bay Federal Credit Union:
- 401k Matching – $1 for $1 company match up to 5% of pay
- Eligibility to participate in annual bonus plan
- A wellness program that supports your physical, financial, and emotional health
Bay Federal Credit Union is proud to offer a competitive, robust compensation and benefits package. Bay Federal considers many factors in determining base pay such as experience, education/training, internal peer equity, job location, and other business considerations when extending an offer. For Santa Cruz, CA only, the pay scale Bay Federal reasonably expects to pay for this position is $66,560 - $79,000 annually. Salaries are based on the geographic location in which you live if working remotely.
Bay Federal is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.
For CCPA's requirements regarding security practices and procedures, please see our privacy page here (https://www.bayfed.com/privacy). Bay Federal Credit Union takes our obligation to keep our member's data safe and secure and adhere to industry standard best practices.
