Assistant Connection Center Manager

Our Purpose At Vibe, we are driven by our mission to elevate community and create opportunity. We believe in fostering an environment of inclusivity where every team member has the chance to grow professionally. Guided by our core values – be inclusive, educate, embrace change, and seek opportunities - we are dedicated to making a positive impact in the lives of our members and communities. As we continue to grow and expand our team, we are seeking passionate individuals who share our vision and are eager to join us in our journey. If you are someone who is passionate about making a difference and is committed to creating a brighter future for our communities, we invite you to explore this exciting opportunity at Vibe! Your Role: Assistant Connection Center Manager As the Assistant Connection Center Manager, you will support the daily operations of the Connection Center while providing leadership, coaching, and advanced member support. You will serve as a subject matter expert, escalation point, and operational partner to leadership—ensuring high‑quality service delivery, strong team performance, and adherence to compliance standards. This role blends leadership, operational excellence, and member advocacy, helping deliver a consistent and outstanding experience across all communication channels. What You’ll Do: Leadership & Operations Lead, coach, and support team members to achieve performance and service goals Oversee daily operations across all communication channels (phone, chat, digital, etc.) Serve as an escalation point for complex or sensitive member concerns Identify and resolve workflow, volume, and service challenges Support departmental initiatives and continuous process improvements Member Experience & Quality Ensure consistent, high‑quality service across all member interactions Review digital communications (chat, messaging, etc.) to ensure professionalism and accuracy Hold team members accountable through coaching, feedback, and performance management Training & Development Support onboarding and ongoing training for team members Identify skill gaps and implement targeted development plans Partner with leadership to align training efforts with business goals Oversee online banking and account‑related approvals Manage fraud or account compromise situations and ensure proper resolution Ensure proper handling of sensitive accounts and adherence to access control standards Virtual Branch & Lending Support Support processing of digital applications and onboarding of new members Assist with remote account updates, documentation, and service needs Promote and fulfill lending opportunities through digital channelsEducate members and support lending growth initiatives Compliance & Documentation Ensure adherence to member verification, fraud prevention, and regulatory requirements Maintain accurate documentation and support audit readiness What We’re Looking For: Education & Experience High school diploma or equivalent required 1–3 years of progressive experience in banking or financial services Skills & Abilities Experience in a contact center, digital banking, or virtual service environment Strong knowledge of online banking systems, fraud prevention, and member verification practices Understanding of consumer and business products and services with a focus on growth goals Leadership or coaching experience preferred Strong communication, critical thinking, and problem‑solving skills Ability to manage escalations, maintain service quality, and multitask in a fast‑paced environment Why You’ll Love It Here: You’ll play a key leadership role in shaping the Connection Center member experience Help develop and empower team members to deliver exceptional service You’ll work in a fast‑paced, collaborative environment focused on innovation and growth Have opportunities to grow into leadership roles within the organization You’ll be part of a mission‑driven organization dedicated to Elevating Community and Creating Opportunity Physical Requirements The physical demands described represent those required to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. While performing this role, the team member may be required to hear, see, talk, stand, walk, stoop, kneel, lift, push, pull, and grasp. #J-18808-Ljbffr Vibe Credit Union