Position Title: Communication Center Assistant Manager I 

Department: Communication Center

Classification: Non-Exempt 

Approved By:  CEO

Wage Grade: 8

Wage Range: $21.41 - $26.77

REPORTING RELATIONSHIPS

Position Reports To: Communication Center Assistant Manager II/III

Positions Supervised: None

Assumes responsibility for establishing and maintaining effective coordination and working relationships with Communication Center personnel and management

• Responsible to assist and support the development and motivation of CC personnel, ensuring they have the necessary tools, and information.
• Monitors and documents Communication Center personnel’s performance results.
• Conducts observation coaching sessions to identify opportunities and recognize positive behaviors.
• Proactively solves problems and provides timely resolution to ensure minimal impact to member and Communication Center personnel satisfaction. Identifies the most appropriate course of action for problem resolution and effectively communicates those plans to those impacted. 
• Promotes a supportive and positive environment in which Communication Center personnel are encouraged to solve problems and address member issues. 
• Ensures 4Front Credit Union’s brand and culture are continuously reinforced. 
• Keeps management informed of area activities and significant problems.
• Completes required reports and records accurately and promptly.
• Attends and participates in meetings as required.

Assumes responsibility for the effective and professional completion of Communication Center functions as needed.

• Assists with member escalations and complaints in a professional manner.
• Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Communication Center management.
• Actively cross sells credit union products and services while assisting in channels.
• Provides basic information to members on accounts, products, services, payments and orders.
• Performs basic maintenance on accounts.
• Coordinates the completion of forms for dispute, wires, accounts and applications.
• Maintains and projects the Credit Union’s professional reputation.
• Demonstrates willingness and ability to perform all Communication Center personnel functions and duties.

Assumes responsibility for related duties as required or assigned.

• Effectively performs all duties assigned by Communication Center management, as needed
• Assists other departments as necessary.
• Ensures work areas and equipment are clean and well maintained.
• Performs procedures for opening and closing of operations, including alarm, and door duties. 
• Performs related clerical and lending functions as required.
• Comply with the U.S. Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
• Comply with the Gramm-Leach Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, Systems and locations.

PERFORMANCE MEASUREMENTS

• Communication Center functions are efficiently, effectively and accurately performed by personnel in accordance with established policies, standards, and security procedures.
• Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved.
• Accurate and complete information about Credit Union products and services are provided to members.  
• Good working relationships and coordination exist with area personnel and with management. Management is appropriately informed of area activities and team feels supported.
• Required reports and records are accurate, complete, and timely.
• The Credit Union’s professional reputation is maintained and conveyed.
• Good working relationships, DEI and collaborative initiatives exist with credit union personnel.

QUALIFICATIONS

Education/Certification: High school graduate or equivalent.  

Required Knowledge:

• Working knowledge of contact center procedures and practices
• Understanding of Credit Union philosophy
• General knowledge of Credit Union products and services

Experience Required: Minimum of one year in customer service, preferably in a Contact Center

Skills/Abilities: 

• Demonstrated ability to think critically and analytically
• Leadership ability
• Proven ability to organize and clearly communicate thoughts and ideas
• Excellent communication and public relation skills.
• Professional appearance, dress, and attitude.
• Ability to operate related computer software, telephone and business equipment.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, or quickly.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.

Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

Physical Strength: Sitting and standing. Exerts up to 50 lbs. of force occasionally.

WORKING CONDITIONS

None:  No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability:  Ability to deal with a variety of variables under only limited standardization.

Able to interpret various instructions.

Mathematics Ability: Ability to perform basic math skills, use decimals to compute ratios and percentages.  

Language Ability: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.

Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.

Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system. 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.