Service Center Assistant Manager

Job Summary

To enhance member financial relationships, the full-time Service Center Assistant Manager will manage call center operations, supervise staff, and ensure quality service through coaching and training, while working remotely within the MACU footprint.

Key responsibilities

• Coaches and trains call center agents on sales and service techniques while monitoring performance metrics
• Assists agents in resolving escalated issues and ensures compliance with regulations and internal procedures
• Participates in budget planning and drives innovation to improve departmental operations

Required qualifications

• Three years of call center supervisory experience
• Two-year college degree or completion of a specialized course of study
• Advanced skills in Microsoft Office and familiarity with Symitar
• Ability to manage multiple communication channels effectively
• Knowledge of credit union policies and procedures in loan origination and new accounts functions