Assistant Contact Center Manager
Educational Systems Federal Credit Union
Assistant Contact Center Manager – Rockville, MD
For us, it’s an honor to support education. For nearly 60 years, we’ve proudly served the Maryland education community and the extraordinary people who share a remarkable commitment to continually aspire to make a difference. That unwavering commitment ensures we deliver upon our mission, remain focused on our vision, and always hold true to our values.
To grow by helping the members of the education community achieve their financial goals and dreams.
To be the premier financial services provider for the education community.
Integrity, Competence, Commitment and Respect.
About The Career Opportunity
We are currently seeking an experienced professional for an Assistant Contact Center Manager position in our Rockville, MD location. The Assistant Contact Center Manager is responsible for managing operations of the Contact Center and for creating and maintaining a sales and service culture within the department. Ensures that transactions are processed in accordance with Educational Systems FCU policies and procedures and are in compliance with all federal state and NCUA and other regulatory agencies rules and regulations. Guides Contact Center in providing quality service to members in the areas of account transactions, loan applications, new accounts and solving problems within established policies and guidelines. Supports Contact Center’s sales initiatives by assigning sales goals to staff, monitoring their performance, and holding them accountable and developing recruitment campaigns to attract new members. Responds to questions and/or provides information upon request from members (internal and external). Processes requests/transactions, as appropriate. Assists members and potential members in understanding and utilizing Credit Union products and services.
Associate degree in Business Administration or related area preferred. Bachelor degree a plus. Minimum three (3) years progressive financial institution experience required. Two (2) years supervisory experience in a call center required. Previous experience in branch operations and customer service required. Must have experience selling and cross selling products or services in a financial institution. Must be able to meet and/or exceed sales goals. Excellent interpersonal and communication, analytical and problem-solving skills. Must possess extensive knowledge of credit union products, services, policies/procedures and all federal and state rules and regulations. Ability to function in a financial institution Contact Center environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, postage machine etc
Please visit our website at https://www.esfcu.org and visit our Career page. We are an equal opportunity employer.