Assistant Contact Center Manager (Government)
Rivermark Community Credit Union has been offering superior financial services with a member focus since 1951. Like the members we serve, we're innovative, visionary and technologically proficient when it comes to work and finances. Credit Union Difference Rivermark is a not-for-profit financial cooperative, owned by the people who save and borrow here. Unlike a bank, Rivermark does not issue stock or pay dividends to outside stockholders. Instead, earnings are returned to members in the form of lower rates, higher dividends on deposits and lower fees. We exist solely for the benefit of our member/owners. While credit unions and banks offer similar products and services, the similarities end there. Our History Rivermark was founded in February 1951 by 140 grocery store employees who formed Safeway Portland Employees Federal Credit Union. In 2004, the credit union was approved for a community charter and changed its name to Rivermark Community Credit Union. Today, the Credit Union operates 7 branches in Oregon and serves over 90,000 members. Deposits are federally insured by the National Credit Union Administration (NCUA).
Rivermark offers 100% employer paid medical/dental and optional vision insurance for employees. We also offer a 401(k) retirement savings plan. Our new employees enjoy three weeks accrued PTO annually, ten paid holidays, two floating holidays, and three paid volunteer days.
Summary
Acts as a working manager that assumes responsibility for and performs the duties, as needed, of the team positions supervised. Partners with the manager to oversee the supervision of staff and all member service activities. Guides and advises staff on the efficient handling of member needs.
Primary Duties & Responsibilities
Team Goals/Sales
1. Partners with the manager to achieve Credit Union and team goals. Supports management decisions to ensure
the success of the Credit Union.
2. Conducts regular operational and sales-focused staff meetings.
3. Supervises and monitors production to meet/exceed expectations and goals.
4. Establishes and develops internal team goals and strategies.
Coaching & Development
1. Conducts one-on-one, observational and on-the-spot coaching of team staff, as directed by the manager.
2. Provides regular and empowering coaching sessions with each team member and is fully engaged in the development of staff.
3. Ensures that team members are trained and cross-trained in all phases of their particular jobs to ensure quality service to the membership. Establishes and implements systems and procedures to assure maximum efficiency. Recognizes inefficiencies and makes recommendations for improvement.
4. Reviews and documents job performance of assigned staff in designated performance tracking system.
5. Works with manager to complete periodic employee performance evaluations.
6. Makes recommendations regarding hiring, promotion and disciplinary actions to management.
7. Partners with recruiting to act as a representative of Rivermark at hiring events and job fairs.
8. Develops and enhances team engagement.
Operations
1. Acts as a role model for the staff in all operational areas.
2. Assigns work, maintains work schedules, answers questions and solves problems. Assists with complex transactions, member problems and explains policies and procedures.
3. Responds to member concerns and complaints in a timely, professional manner. Approaches resolution with a desire to enhance member satisfaction with the Credit Union and its products and services.
4. Works with the manager and is accountable for compliance of certifications and all internal controls.
5. Ensures all negotiables and sensitive material are secure according to security procedures.
6. Monitors team's action items to ensure timely completion.
7. Complies with all policies, procedures, guidelines and work rules.
8. Seeks ways to streamline work processes and continuously improve the Credit Union.
9. Analyses, enhances, and makes recommendations to reduce financial risk exposure and liability.
10. Analyzes and enhances cross departmental communication and partnerships.
11. Develops and implements new processes, policies and procedures to meet evolving member needs.
12. Works with the manager and is accountable for testing and implementing new systems and workflows.
13. Seeks continuing education to maintain knowledge and skills.
Rivermark is a proud EEO employer. We welcome applicants of all backgrounds including minority and underserved populations.
We celebrate and value diversity in the workplace.
Education/Experience
High school diploma or equivalent. Associate degree in business administration or related field preferred. Minimum two years of progressively responsible operations and/or consumer lending experience in a financial institution, call center experience desirable. Minimum two years of lead, supervisory or management experience.
Requirements – Skills, Job Knowledge & Abilities
1. Ability to relate management goals and objectives to budgets and action plans, while focusing on increasing profitability and maintaining superior member service.
2. Ability to quickly gain thorough knowledge of all reporting positions in order to coordinate daily functions and resolve employee and member issues, including security and negotiable instruments (when applicable). Understanding of audits, compliance, fraud and loss.
3. Ability to acquire knowledge of and be comfortable conducting member transactions as part of daily job responsibilities.
4. Strong knowledge of operational and lending (when applicable) policies and guidelines. Specific knowledge of all loan and savings product offerings.
5. Well-developed leadership and management skills. Proven ability to lead and motivate in a sales and service environment.
6. Ability to plan, schedule and maintain effective workflow within a team of ten or more direct reports.
7. Ability to act in an appropriate business-like manner and cope with a multitude of competing priorities while remaining calm.
8. Ability to plan and maintain effective workflow of more than ten direct reports.
9. Ability to exercise discretion and independent judgment when interpreting policies and procedures, making exceptions as appropriate. Ability to make decisions, take action and accept responsibility for results.
10. Professional written and verbal communication skills. Strong interpersonal and service skills to amicably solve member complaints.
11. Ability to use Microsoft Office software. Comfortable using computer to access core system member information, enter memberships and loans (when applicable) and review sales results.
Supervisory Responsibility
This position has direct supervisory responsibility.
Interpersonal Contacts
Continuous contact with employees and members.
Travel
Occasional local travel.
Working Conditions
1. Finger Dexterity – To perform various duties such as typing, writing and maintaining files.
2. Hearing – Frequent, in person and on the telephone.
3. Language/Mathematics Ability – Frequent performance of basic numeric calculations, as well as writing, reading, comparing and analyzing. Continuous alertness, precision and concentration to ensure accuracy and thoroughness of work. Occasional performance of complex numeric calculations.
4. Physical Strength – Continuous sitting. Occasional standing or walking. Occasional lifting up to 35 pounds. Occasional bending, squatting or kneeling. Occasional reaching above shoulder level.
5. Reasoning Ability – Frequent use of judgment, reasoning, patience and negotiation. Frequent use of initiative, ingenuity and creativity. Frequent problem solving.
6. Repetitive Motion – Frequent use of hands in repetitive tasks such as simple grasping and twisting/turning of wrists.
7. Speaking – Frequent, in person and on the telephone.
8. Visual Abilities – Continuous clarity of vision of 20 inches or less.
9. Work Schedule – Exempt position. Work is based on results attained, not hours worked.
10. Working Conditions – Due to the nature of our business, there is a risk of exposure to potentially hazardous conditions.
Rivermark is a proud EEO employer. We welcome applicants of all backgrounds including minority and underserved populations.
We celebrate and value diversity in the workplace.
