Member Care Team Assistant Manager

Job Description

Job Description

Contact Center Assistant Manager Opportunity at Stanford Federal Credit Union!

We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.

Stanford FCU is a $4.5 billion company with a global reach of over 95,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!

The Member Care Team (Contact Center) Assistant Manager is responsible for assisting staff in maximizing productivity, delivery of quality service in a consistent manner to our members, monitoring staff performance, coaching and training.

Who YOU are:

• One to three years contact center and or financial service experience in a leadership role.
• Well versed knowledge of Banking Accounts, including but not limited to: Trusts, Estates, Business Accounts, Savings Account & Retirement Accounts
• Understanding of Contact Center policies, procedures, and metrics
• Ability to exercise good judgment to reach decisions and to obtain desired results, within broadly defined practices, policies, selection methods, techniques, and criteria for evaluations.
• Ensuring that all levels of member service are maintained by all employees. Trains and coaches member care employees.
• Assist with orientation of new employees and staff training sessions. Ensure that personnel are well trained in all phases of their respective positions. Perform cross-training, as necessary.
• Ensures members’ requests and questions are promptly resolved. Handles customers’ complaints. Ensures members are informed of Company services and policies.
• Assists with supervising work scheduling and approving all sick, leave, vacation, and overtime timesheets for employees. Ensures that the dept has sufficient coverage on the schedule

What YOU’LL do:

• Coaching, Training, and Staffing the Member Care Team
• Escalation support
• Audit department procedures and execution of procedures
• Conduct approvals and overrides
• Ability to utilize and demonstrate execution of all operational systems and procedures to be able service members and train staff, encompassing phones, chats, secure messaging and SMS.
• Managing and scheduling member appointments
• Take over/Monitor any potential member escalation and review & respond to negative feedback surveys
• Serve as backup in case Member Care Manager or Member Care Specialist is unavailable
• Ensure all inboxes, logs, and reports are up to date
• Manage auditing and reporting for the department as needed

Some of our benefits for YOU:

• 100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
• Quarterly incentives up to 10% of your salary (based on position)
• Employer 401(k) matching up to 5% plus additional annual discretionary contributions
• Education reimbursement up to $5,200/year
• Employee recognition program with cash incentives
• Commuter Toll reimbursement $100-$200/month (based on position)
• Wellness Benefits up to $1,200 per year
• Paid Sick Time accrues at two weeks per year
• Paid Vacation Time accrues at three weeks per year
• Paid Federal banking holidays (approximately 11 per year)
• Ongoing training and education, seminars, and conferences
• Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
• Waived fees and deposit bonuses on Stanford FCU accounts
• Flex health/transit plan availability
• Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources

If you are ready for this awesome opportunity (or know somebody who is) please contact us today!

Stanford Federal Credit Union provides competitive pay ranges based on factors such as (but not limited to) the scope and responsibilities, qualifications needed for the position and external market pay for comparable positions.

Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions.

Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities .