Contact Center Assistant Manager

Contact Center Assistant Manager

Hybrid work schedule (2 days remote)

Paid vacation, personal, sick, holiday, volunteer & birthday time off

Top-notch health insurance, vision, and dental

HSA, Flexible spending plans, life insurance, short-term/long-term disability

401(k) with 6% match and 4% profit-sharing contribution

Incentive bonus based on performance of the organization

Tuition reimbursement

Starting Wage: $23.44/Hour, based on experience

Location: Kalamazoo, MI

About The Role

The Assistant Manager of the Contact Center plays a vital role in supporting daily operations and driving overall contact center success. This position is responsible for mentoring and developing staff, ensuring exceptional member service, and maintaining efficient, high-quality service delivery across all channels. In addition to providing leadership in the absence of the Virtual Branch Manager, providing support across phone, email, and digital channels for card services, lending, and account transactions. This role combines professional call center experience with proactive relationship-building to resolve inquiries, promote financial wellbeing, and ensure member satisfaction.

Where You're Headed

Assistant Managers often grow into Branch Managers, with potential to grow onward into other leadership roles. The experience you'll gain also transfers well to roles in our lending or back-office teams.

What You'll Do

• Support day-to-day contact center operations by applying strong knowledge of Arbor's platforms, products, and policies to deliver timely, accurate, and exceptional member service
• Mentor staff, assist with scheduling, and lead team meetings
• Assist with account services and consumer loans
• Proactively build and maintain relationships with members to identify and meet their financial needs
• Serve as a backup to the team and resolve complex member issues
• Ensure compliance with policies, procedures, and regulations

Is This You?

• High School Diploma or equivalent
• Solid knowledge of financial products/services, digital banking platforms, and regulatory requirements
• Strong leadership, communication, member service, and interpersonal skills
• Proficiency in basic computer operation and Microsoft 365
• Professionalism in conduct, communication, and appearance
• Ability to work collaboratively in a fast-paced environment centered on member needs, with occasional offsite travel
• Strong attention to detail, problem-solving, and organizational skills
• Ability to handle confidential information with discretion
• Able to be bonded (Age 18+)
• College degree (business, finance, or related), leadership experience, 2+ years of experience in a contact center or customer service environment, proficiency with Fiserv DNA, consumer lending and/or sales experience

Why Join Arbor?

For over 90 years, Arbor Financial Credit Union has helped members and employees thrive. We've built a workplace grounded in our core values: Work Together, Do the Right Thing, Be Creative, and Have Fun. Here, you'll enjoy meaningful work, growth opportunities, caring teams, and great benefits. Visit our website to discover what makes us exceptional and apply in minutes.