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Assistant Manager Member Solutions Center

Why Join Apple?

Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11 federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more.

Additional Workplace Highlights:

Named 2023 Best Credit Unions to Work For by American Banker
Named 2021 Washington Post Top Workplace
Named 2021 Best-In-State Credit Union and Best Credit Union in Northern Virginia by Forbes
Diverse, friendly work environment, progressive management staff
21 branches in Northern Virginia with easy commuting distance

Job Duties:

Under general supervision, but following established policies and procedures, manages day to day Member Service Center operations to drive business results, ensure productivity goals are met or exceeded, and meet member needs. Develops, coaches, trains, and evaluates team members. Responsible for staffing and scheduling to support Credit Union, Service Delivery Department, and Member Solutions Center goals and initiatives through implementation of directives, policies, procedures, quality standards, projects, and process improvements. Collects and analyzes Member Solutions Center performance data and prepares reports as directed. Displays a thorough understanding of Apple Federal Credit Union's Vision and Mission Statement. May serve as a mentor to, and benchmarks with, peers, inside and outside the credit union to share knowledge and best practices. Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Serve with Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to credit union policies and procedures and regulations pertaining to the Bank Secrecy Act. Performs other duties as assigned by the Member Solutions Center Management Team.

Essential Functions & Responsibilities:

Responsible for supervising Member Solutions Center Supervisors and Member Solutions Center Specialists to assure a trained, motivated, and professional staff capable of providing services in a timely and accurate manner, ensuring positive member relations. Interviews, recommends for hire, schedules, assigns work to, counsels, coaches, establishes performance expectations, writes timely performance reviews, and recommends the discipline and/or discharge of subordinate staff members, while maintaining required personnel documentation. Motivates, recognizes, and empowers team members to promote retention, loyalty, and a positive working environment.
Proactively coaches and develops employees and finds formal and informal opportunities to share experience, boost sales and services, and increase expertise and knowledge. Tailors coaching, training, and development to team members, providing specific and actionable recommendations. Provides regular and scheduled feedback on job performance. Monitors calls for quality and accuracy as well as member loyalty and engagement. Participates in regular call monitor calibration sessions. Manages team performance to achieve or exceed established goals, proactively monitoring daily activities of direct and indirect reports.
Collects and analyzes information such as performance metrics including ACD data, outputs, and reports, and communicates relevant information. Recommends improvements based on metrics and data to improve overall performance, results, and customer experience. Prepares reports on MSC performance as instructed by the Member Solutions Center Management Team.
In conjunction with the Member Solutions Center Management Team, ensures the Member Solutions Center is open and ready to conduct business each workday. Assigns various operational duties, as appropriate, to Member Solutions Center Supervisors and Member Solutions Center Specialists. Ensures quality service standards are maintained. Communicates changes in work activities and priorities to employees. Assists team in adjusting and responding to change, maintaining personnel and teamwork effectiveness during changing or ambiguous situations.
Remains current on new products and services and disseminates information to staff. Keeps abreast of new rules and regulations that may impact MSC Operations. Ensures that staff are knowledgeable of all credit union products and services. Ensures policies and procedures regarding security, clean desk, passwords protection, Insight etc. are followed as per Credit Union guidelines. Serves on enterprise and local projects as team members and a voice for the Member Solutions Center and the member.
Remains current on new products and services and disseminates information to staff. Keeps abreast of new rules and regulations that may impact MSC Operations. Ensures that staff are knowledgeable of all credit union products and services. Ensures policies and procedures regarding security, clean desk, passwords protection, Insight etc. are followed as per Credit Union guidelines. Serves on enterprise and local projects as team members and a voice for the Member Solutions Center and the member.
Serves as administrator on a variety of Member Solutions Center systems to include but not be limited to, phone system, Insight, Operative Intelligence, etc.
Develops, promotes, and maintains collaborative working relationships among team members and other departments, and proactively addresses potential issues/conflicts. Provides feedback and recommendations as part of a team, project or committee that will help improve the member experience.
Helps resolve escalated member issues and uses discretionary authority to approve exceptions to procedures to resolve issues. Monitors member feedback on a regular basis and communicates as appropriate.
Solicits feedback from direct reports on how to improve processes and procedures. Provides guidance, direction, and feedback to employees on handling of difficult member issues.

Knowledge and Skills:

Experience:

Five years to eight years of similar or related experience. Two years supervisory experience required; previous call center supervisory experience preferred. Experience coaching employees, preferably some experience monitoring calls for service quality.

Education:

A high school education or GED. Associates degree in Business, Finance, or other field related to working in a financial institution preferred, four-year degree in related field desirable.

Interpersonal Skills:

Work involves extensive personal contact with others and is often confidential in nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Ability to work as a team member, as well as independently. Ability to perform comfortably in a fast-paced, member centric work environment.

Other Skills:

Demonstrated knowledge of quality assurance, member service, and banking. Must have a thorough understanding of ACD metrics a must.

Physical Requirements:

The ability to lift 25lbs and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc.

Work Environment:

Ability to function in a financial institution/call center environment.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Employment Type: Full-Time

Location: 4097 Monument Corner Drive, Fairfax, VA 22030

*** Apple Federal Credit Union values, encourages, and implements diversity in the workplace.

As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

All selected candidates will be subject to credit and background checks to determine employment eligibility. ***

Apple Federal Credit Union Glassdoor Company Review

4.1

Apple Federal Credit Union DE&I Review

No rating

CEO of Apple Federal Credit Union

Andy Grimm

Approve of CEO

By Apple Federal Credit Union

Member trust is our number one priority. We earn trust by: * Providing caring, personal service * Delivering competitive financial solutions * Supporting education and the communities we serve

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FUNDING

Private

INDUSTRY

Banking & Lending

TEAM SIZE

501-1000

LOCATION

Hybrid, based in Fairfax, VA

DATE POSTED