Job Description

Job Description

Job Description

Job Summary: The Assistant MAC Manager ( Assistant Manager for Member Advocacy Center) is responsible for assisting with the direction and administration of contact center operations. Oversees provision of full-range of services to members/prospective members. Provide exceptional member service to members and internal staff at all times.

Essential Duties and Responsibilities:

• Supervise all aspects of the contact center department's operation with guidance of MAC Manager, assigning work, solving problems, and assisting with complex member requests.
• Assumes the responsibilities of MAC Manager in their absence assigning tasks, motivating, and coaching employees, and handling member situations.
• Assists MAC Manager with direction and supervision as needed including guidance for team members.
• Ensure the department meets internal and external member experience expectations by empowering agents, promoting a positive work culture, fostering interdepartmental relationships, and maintaining a high-performance team environment.
• Ensures operations are conducted in accordance with established Credit Union policies and with legal and regulatory requirements.
• Ensure agents are trained in department operations to ensure exception service delivery to members.
• Deploy organizational strategies consistently and be adaptable to the department's needs.
• Perform other duties as assigned

 

Education and/or Work Experience Requirements:

• High School graduate or equivalent. Includes formal and on the job training.
• 2-5 years related call center experience required .
• 1-2 years Training or Supervisory experience.
• Driver’s license required.
• Understanding of Credit Union services and products and Credit Union philosophy.
• Excellent computer efficiency (MS Office/Word/Excel and Outlook).
• Ability to operate PC and other computer systems and software, including office equipment.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Must be able to lift and carry up to 10 lbs.
• Must be able to communicate professionally on the telephone.

Company Description

SunWest was founded on the belief that financial institutions should exist to serve. Our original founders knew then what a lot of bankers still don’t understand. Financial institutions should help people, not take advantage of them. That’s why 12 telephone workers came together in 1937 to create a financial cooperative with one goal in mind – to help people thrive financially so they can excel personally.

When you work with us, you’re not just clocking in and hoping for the best. You aren’t counting down the minutes until you can hop in your car and drive far, far away from your workplace. Nope, not here. When you work with SunWest, you’re devoting your time to something bigger than yourself. We aren’t just Branch Representatives, Marketing Gurus, Human Resource Professionals, Lending Extraordinaires or Financial Experts. We are friends, family, support systems, and most importantly, we are difference makers. We are passionate about helping others achieve the highest level of financial success and we feel strongly about our communities. Join our team if you’re ready to do what you love, while helping those who need what you have to offer.

Company Description

SunWest was founded on the belief that financial institutions should exist to serve. Our original founders knew then what a lot of bankers still don’t understand. Financial institutions should help people, not take advantage of them. That’s why 12 telephone workers came together in 1937 to create a financial cooperative with one goal in mind – to help people thrive financially so they can excel personally. \r\n\r\nWhen you work with us, you’re not just clocking in and hoping for the best. You aren’t counting down the minutes until you can hop in your car and drive far, far away from your workplace. Nope, not here. When you work with SunWest, you’re devoting your time to something bigger than yourself. We aren’t just Branch Representatives, Marketing Gurus, Human Resource Professionals, Lending Extraordinaires or Financial Experts. We are friends, family, support systems, and most importantly, we are difference makers. We are passionate about helping others achieve the highest level of financial success and we feel strongly about our communities. Join our team if you’re ready to do what you love, while helping those who need what you have to offer.

Job Tags

Work experience placement,

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