Assistant Manager I – Lending Contact Center

Essential Duties

• Partners with the Lending Contact Center Manager and other LCC leadership in providing oversight to the department. Ensures the department is running efficiently and member service standards are consistently met. Monitors call volume and service levels.
• Maintain excellent knowledge of the features and benefits of Credit Union services and of selling skills. Employs both to successfully cross-sell Credit Union services when assisting members in any capacity.
• Assists staff with member inquiries, problems and balancing as needed and ensures that any account errors or problems are resolved.
• Responsible for the hiring of personnel and ensures they are trained in all phases of their work assignment. Partners with Team Lead on monitoring job performance to ensure quality work and service to members.
• Maintain high level of engagement with team members in office and telecommuting, keeping communication lines open, builds strong rapport.
• Ensures staff follow proper procedures and documentation processes. Conducts quality checks to ensure adherence.
• Responsible for effective resolution and documentation of consumer complaints.
• Ensures proper security protocols are followed as applicable to the Lending Contact Center operations and that member information is always kept safe.
• Prepare weekly schedules and maintain an effective staffing plan to maximize phone coverage and meet service levels. Responds to changing call trends to minimize call wait times.
• Maintains tracking reports as directed by the Lending Contact Center Manager.
• Monitor adherence to schedule and effectively coach staff to meet adherence standards.
• Conducts semi-annual security training for Lending Contact Center.
• Responsible for preparing audit responses in a timely manner. Establishes a plan to correct issues that result in findings, and coach staff on appropriate procedures.
• Leads, coaches and manages the operations of direct reports to meet performance objectives. Provides timely feedback, praise, and encouragement.
• Maintains 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.
• Support an environment of growth to ensure complete member satisfaction and employee retention.
• Promotes exceptional performance; strives to enhance service, manages staffing levels and turnover, addresses underperforming employees; provides timely feedback and effective solutions.
• Supports an environment of growth to ensure complete member satisfaction and employee retention.
• Leads activities and meetings to achieve specific detailed and measurable service and sales goals, and to ensure staff are current on procedural changes and expectations.
• Accepts and accurately processes account and loan requests in accordance with established Credit Union guidelines.
• Creates and implements the appropriate service and sales environment within the department based on the Operating Principles of the Credit Union and our Service Level Agreement.
• Demonstrates strong regulatory knowledge applicable to this position and understands and complies with government regulations with particular emphasis on the Bank Secrecy Act (BSA), US Patriot Act and related regulations.
• Actively participates and fulfills expectations in the Credit Union Email Security Awareness Program as outlined in the Information Security Program Acknowledgement document.

This position is subject to the SAFE Act Registration Requirements You must register and remain in good standing with the Federal Registry System (NMLS) per the SAFE Act requirements. You will be required to submit to the SAFE Act background check and fingerprinting process. Failure to register successfully or to maintain a status in good standing under the SAFE Act will affect your continued employment and may cause immediate termination.

Knowledge and Skills:

Experience:

Three to five years of similar or related experience.

Education:

(1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.

Location: On-site in Vancouver, WA for 3 months. Hybrid opportunities following time on-site.

Salary: $63,128.00 – $88,380.00

iQ offers a total compensation package for our totally exceptional employees.

There’s a reason we’ve ranked as one of top workplaces in the Pacific Northwest for the past seven years. We listen to our employees and continue to provide benefits that make a difference.

Healthcare coverage

iQ pays 100% monthly medical, dental and vision premium for you AND your dependent children.

Saving for retirement

iQ matches up to 5.5% of your 401(k) retirement dollars.

Paid time off

iQ offers 11 paid holidays plus vacation and sick time accruals.
iQ encourages community involvement through paid volunteer opportunities.
iQ uniquely offers a paid Cultural Enrichment Day to increase awareness of the diverse communities we serve.

Investing in you

iQ offers a student loan repayment match up to $100 per month.
iQ supports you in advancing your education and knowledge through tuition reimbursement.
iQ offers an annual match to amplify your nonprofit giving.

See our full list of unique benefits: iQ23-BenefitsSummary2023.pdf (iqcu.com)

iQ Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.