What are the responsibilities and job description for the Remote Experience Service Manager position at Ashland Credit Union?
At Ashland Credit Union (ACU), we look for people who are ready to Own Their Journey! Whether you are just beginning your career or looking to achieve more along your professional journey, ACU is a great place to get you on the path that best serves you and our members. If you have a passion to serve, a desire to work in a fast-paced environment and are willing to bring enthusiasm to work with you each day, then you may just find that ACU is the right fit for you.
Do you have a desire to reach higher and empower those around you? Then your journey brought you to the right place and we would like to meet you.
Life is a journey Own it!
About Us:
Ashland Credit Union is a non-profit and member-owned credit union that has been providing exceptional service to members for over 80 years. Continued growth and adaptability are what has allowed ACU to always be a trustworthy answer for staff and members along whatever journey in life they are on. At Ashland Credit Union, we embolden our members to achieve their financial goals. Along life's journey, it is our mission that staff, members, and the community we serve can count on ACU for guidance as they strive to achieve more in life.
Position Summary:
ACU has an exciting opportunity for a Remote Services Manager to join our Remote Experience Department in Ashland, KY. This position will assist in the daily leadership of the Call Center/ITM Department. The supervisor will adhere to all ACU policies and procedures, ensure consistency in all financial wellness conversations with members, and enhance member service by utilizing all available omnichannel tools.
Job Responsibilities:
1. Manage centralized call center responsible for overseeing day-to-day operations for both the call center and ITM channels. Monitor service levels, wait times, call volumes, ITM transaction counts and staffing loads.
2. Lead the call center team to engage members through active listening to accurately identify their financial needs and recommend appropriate products, services, or solutions.
3. Ensure the branch team consistently delivers excellent experiences both for service-related needs and financial wellness needs by overseeing member service interactions, utilization of omnichannel tools available to enhance a members experience, and proactive outreach.
4. Create a great member experience and solidify ACU loyalty by effectively responding to member needs.
5. Coach team members to manage risk scenarios by utilizing sound judgement, high ethics, and prudence built upon an extensive knowledge of ACU policies and procedures
6. Be a brand ambassador in all interactions with members, employees, ACU board members, and volunteers.
7. Actively participate in all required compliance and behavioral skill training that equip one for excellent job performance.
8. Assist in teaching, coaching and training direct reports to utilize available resources such as outbound call, financial wellness conversations, targeted outreach campaigns and center of influence activities to capitalize on each member interaction.
9. Ensure the team consistently meets service objectives. Identify gaps and collaborate to quickly readjust approach as needed to meet quarterly goals.
10. Prepare ITM performance reports for management, assist with daily balancing of ITM cash totals vs. core system totals, reconcile ITM check deposits.
11. Manage the life cycle of employee engagement including but not limited to hiring, training collaboration and onboarding, performance management, coaching for success, accountability, recognition, development, mentoring, and work life balance for direct reports.
12. Perform additional responsibilities or projects as assigned by senior leadership or management to support branch and organizational goals
Education & Experience Requirements:
High School Diploma or Equivalent
Minimum 5 years of retail sales and service, retail branch banking preferred
Previous experience in leadership roles preferred
Required Skills & Abilities:
Excellent verbal communication skills
Ability to work effectively in a fast-paced environment, manage multiple priorities, and maintain accuracy
Ability to work Monday through Thursday 8am to 5pm EST, Friday 8am to 6pm, and occasional Saturdays 9am to 1pm
Ashland Credit Union is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are committed to diversity and inclusion in the workplace and do not discriminate on the basis of race, sex, age, handicap, religion, natural origin or any other basis of protected class or where prohibited by law.