Assistant Manager I - Member Support

Job Details Job Location Vancouver Mall - Vancouver, WA Position Type Full Time Salary Range $26.59 - $37.22 Hourly Travel Percentage None Job Shift Day Job Category Banking Description Be part of something uniQue iQ Credit Union is a great place to work and grow and we're looking for people like you to join our exceptional team. At iQ, you'll find a healthy work-life balance, great benefits, an unwavering commitment to our members and the communities we serve, and a positive environment that empowers you to grow personally and professionally. We love where we work and we know you will, too! PURPOSE: The Assistant Manager I - Member Support is responsible for assisting with the day-to-day operations of the Member Support department. Responsibilities include fostering a collaborative, supportive, and productive work environment. Acts as a resource to staff; handles escalated calls. Encourages and coaches team members to utilize resources and problem solve. Focuses on the growth and development of staff. Ensures staff are consistently meeting member service and quality standards. Essential Duties Partner with the VP, Member Support and other Member Support leadership in providing oversight to the department. Ensure the department is running efficiently and member service standards are consistently met. Monitor call volume and service levels. Maintain an excellent knowledge of the features and benefits of Credit Union services and of selling skills. Employ both to successfully cross-sell Credit Union services when assisting members in any capacity. Assist staff with member inquiries, problems and balancing as needed and ensure that any account errors or problems are resolved. Assist VP, Member Support in the hiring of personnel in work area and ensure they are trained in all phases of their work assignment. Monitor job performance to ensure quality work and service to members. Ensure staff follow documentation processes. Conduct quality checks to ensure adherence. Ensure proper security protocols are followed as applicable to the Member Support department operations and that member information is always kept safe. Assists in preparing weekly schedules and maintain an effective staffing plan to maximize phone coverage and meet service levels. Respond to changing call trends to minimize call wait times. Maintain tracking reports as directed by the VP, Member Support. Lead, coach and manage the operations of direct reports to meet performance objectives. Provide timely feedback, praise, and encouragement. Responsible for effective resolution and documentation of consumer complaints. Maintain a thorough knowledge of regulations, Credit Union policy, procedures and documentation related to Credit Union products and services. Responsible for completing and documenting performance appraisals and coaching sessions in a timely manner. Promote exceptional performance; enhance service, manage staffing levels and turnover, address underperforming employees; provide timely feedback and effective solutions. Support an environment of growth to ensure complete member satisfaction and employee retention. Lead activities and meetings to achieve specific detailed and measurable service and sales goals, and to ensure staff are current on procedural changes and expectations. Create and implement the appropriate service and sales environment within the department based on the Operating Principles of the Credit Union and our Service Level Agreement. Demonstrate strong regulatory knowledge applicable to this position and understand and comply with government regulations with particular emphasis on the Bank Secrecy Act (BSA), US Patriot Act and related regulations. Actively participate and fulfill expectations in the Credit Union Email Sec