Assistant Contact Center Manager

Who We Are

We have the fundamental belief that we, as an organization, can and will improve lives. Rooted in the centuries-old credit union philosophy of people helping people, we maintain a simple premise. Those we interact with will receive equal and just treatment, devoid of intolerance, false judgment, racism, or discrimination of any kind. We must not accept less if we are to fulfill our mission, "We Improve Lives." This mission empowers us to serve the greater good and to make a difference in our world. Our cooperative structure creates a cycle of mutual assistance towards the common goal of the financial well-being of members.

At Black Hills Federal Credit Union (BHFCU), we’re committed to improving the lives of our members every day, and we look for people who share that passion. Don’t have a ton of financial industry experience? No problem. Our onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on their existing strengths.

Starting Salaried Pay: $59,590.97 (may increase depending on relevant experience)

General Purpose: Responsible for the daily operation of the Contact Center.

Essential Duties/Responsibilities:

• Direct daily Contact Center area operations. May delegate portion of responsibilities, when necessary, but may not delegate responsibility for results or accountability. Implement and execute all Contact Center Manager approved decisions.
• Remain current on changes within the legal, regulatory, economic, competitive and technology environments that may affect the loans and member services functions.
• Assist Contact Center Manager with respect to recommendations for hires, terminations, promotions, transfers, performance appraisals, training and development, and interpretation of Credit Union rules and policies for department personnel. Conduct all personnel functions in accordance with applicable statutes (e.g., EEO, OSHA, Fair Labor, etc.).
• Organize staff personnel into effective, efficient work groups. Ensure that direct reports are granted proper authority and responsibility to carry out assigned functions. Review work systems and schedule staff to reduce duplication of effort and unnecessary work. Provide consistent training and development of Contact Center employees.
• Assist Contact Center Manager with respect to directing member service and lending functions via digital services.
• Assist Contact Center Manager with Credit Union phone system including voice mail, call accounting information software and maintenance.
• Provide feedback to Contact Center Manager regarding performance and functionality of digital services and make recommendations for improvements.
• Responsible for providing back-up assistance for Contact Center staff when necessary.
• Manage Contact Center processing duties.

Other Duties/Responsibilities:

• Responsible for developing and maintaining lending operations and member service policies and procedures. Randomly audit loan files, delinquent queues, title queues, Welcome Home queues and loans-in-progress queues on a monthly basis.
• Prepare standardized reports as directed by Contact Center Manager.
• Conducts timely employee performance appraisals and coaching and effectively resolves employee issues and performance concern.
• Perform other duties as may be assigned by Contact Center Manager.

Job Knowledge:

• Working knowledge of laws and regulations affecting Credit Union operations.
• The ability to effectively communicate with all levels of the organization and to outside parties.
• Working knowledge of organization's policies/procedures and Credit Union's service philosophy.
• Working knowledge of the Credit Union's computer systems.
• Working knowledge of management techniques to enhance staff productivity and to maintain positive staff morale.

Job Qualifications (Skills):

BHFCU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.

• Vision: A sighted person to review direct reports' work.
• Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors.
• Manual Dexterity: Ability to perform necessary computer-related input.
• Physical Mobility: Limited mobility required. Requires the ability to work flexible hours.

Job Qualifications (Ability):

• Ability to understand and follow complex written and oral instructions.
• Ability to comprehend complex functions and procedures and to be able to disseminate that knowledge in a clear and understandable format to others.
• Ability to express oneself, clearly and concisely, both orally and in writing.
• Ability to prepare and maintain confidential records and reports.
• Ability to gather, assemble, correlate, and analyze facts and develop solutions.
• Ability to analyze statistics and financial data.

Job Qualifications (Education/Experience):

Education: two-year college level of language, math and reasoning skills.

Experience: Two years’ experience in a related field with equal responsibilities is acceptable. Formal training should be supplemented with continuing education.

Working Conditions:

Material and Equipment Involved

• Personal Computer/Printers
• In-House Computer System / Internet
• Phone Console/Voice Mail Computer
• 10-Key Calculator
• Typewriter/ Fax Machine
• Photocopy Machine
• Call Account Computer
• Headsets/Amplifiers

Work Environment/Physical Activities

Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

This position requires the ability to work a rotating schedule, which may include varying start times based on business needs. Reasonable accommodations will be considered in accordance with applicable law.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Mental and/or Emotional Requirements

Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.

Notice: This job description is not intended to be, nor should it be construed as, a contract or guarantee of employment. Black Hills Federal Credit Union adheres to all federal and state labor laws regarding termination and probationary periods. This position is also subject to all the personnel policies of Black Hills Federal Credit Union. Changes may be made to this job description at any time by the President. Black Hills Federal Credit Union is an equal opportunity employer.

Black Hills Federal Credit Union is an equal opportunity employer. All applicants will receive consideration without regard to age, race, color, sex, sexual orientation, genetic information, religion, national origin, disability, veteran status, or any other status or condition protected by state or federal law. BHFCU will provide reasonable accommodation to qualified persons with a disability but who are otherwise able to perform the essential functions of the job.