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Job Description
Call Center Assistant Manager Role:
Project a friendly and professional attitude while aiding all members and potential members with their financial needs. Using an enthusiastic approach, the e-Branch Assistant Branch Manager will introduce and cross-sell available Credit Union products and services, explain policies and procedures, and furnish account information and status updates. Be knowledgeable of all products and services the Credit Union offers and provide the member with the necessary information to make an informed financial decision. Ensure Credit Union policies and procedures are being following in compliance with applicable laws and regulations. Assist the Branch Manager with reporting, high risk member requests, escalated service issues, and training Contact Center Representatives.
Major Duties and Responsibilities :
Answer incoming phone calls immediately and respond to e-mails promptly providing members with accurate information. Handle account inquiries and perform transactions, including but not limited to, share transfers, loan payments, wire transfers, update contact information, order checks, and provide technical assistance. Assist the Branch Manager in daily operations of the e-Branch, including but not limited to, providing ongoing support and training to e-Branch staff, handle escalated calls, assist with reports, remote account opening, and special projects as assigned. Respond to voicemails, emails, live chats, secure messages, and faxes promptly as assigned. Manage e-Branch in the absence of the Branch Manager.
Expectations:
Ensure Credit Union policies and procedures are being followed in compliance with applicable laws and regulations. Provide, by telephone or approved electronic communication, routine information concerning credit union services or policies including what is the credit union; eligibility for membership; how to apply for membership; type of accounts available; insurance coverage for shares and loans; general information on lending products; interest rates charged on loans; as well as the locations and hours of operation for all credit union offices. Ensure all applicable regulations, policies and procedures are adhered to at all times. Maintain and promote a professional, courteous, and friendly atmosphere for members and co-workers. Maintain a comprehensive knowledge of all products and services offered and provide ongoing training for other e-Branch staff. Maintain a dependable record of attendance and timeliness. Maintain the highest confidentiality of member information, including account information and transaction history. Complete all assigned tasks and responsibilities within given time frame. Work should be completed thoroughly, accurately, and professionally. Work closely with management to set individual goals and objectives and develop a plan to achieve them. Assist the Branch Manager with daily activities and reports. Perform other such duties as may be assigned by supervisor which are commensurate with position and in the best interest of the Credit Union operation.
Knowledge and Skills:
Experience:
Three to five years of similar or related experience.
Education:
A college degree is preferred or experience in a related field with equal responsibility may be considered in lieu of a degree.
Interpersonal Skills:
A significant level of trust, diplomacy and professionalism is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Possess strong communication and motivational skills for training/coaching co-workers, and a cooperative attitude towards others.
Other Skills:
Possess extensive knowledge of all Credit Union products, services, policies, and procedures. Ability to prioritize workflow. Ability to learn new things in a relatively short amount of time. Initiative and ability to handle multiple assignments concurrently. Must have basic understanding of operating a computer. Ability to use Microsoft Outlook, Word, and Excel. Ability to navigate the internet, use a 10 key calculator and computer keyboard by touch. Mental alertness, attention to detail and ability to maintain accuracy. Must be bondable. EOE At Class Act Federal Credit Union , we're more than just a financial institution — we're a community. Since 1954, we've proudly operated as a member-owned financial cooperative with a mission to deliver meaningful value and personalized financial solutions to our members. Unlike traditional banks, we don't serve stockholders — we serve people. Every decision we make is rooted in our core belief of "People Helping People." We're honored to be named a 2025 Best Places to Work — a recognition that reflects our strong culture, dedicated team, and unwavering commitment to both our members and employees. Our dedication to service extends beyond financial solutions. We actively support our team's involvement in the community, offering paid volunteer time so employees can give back to the educational initiatives that matter most to them. It's just one of the many ways we show that our people — both members and team members — come first. At Class Act, we're focused on: Hiring the best Training for success Empowering every voice Fostering a respectful and inclusive environment Recognizing and rewarding contributions If you're looking for a meaningful career with a mission-driven organization that truly cares, Class Act is the place for you. Come build your future with a team that's building a better financial future for others.
Experience :
Three to five years of financial services experience in a supervisory or management capacity preferred.
Education :
Bachelor's degree in a Business related field or equivalent combination of education and professional experience.
Interpersonal Skills :
Possess excellent communication skills, and proven leadership. The ability to motivate or influence others is a material part of this job, requiring a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of this position. Requires the ability to maintain a highly motivated, well-trained staff through effective employee relations.
Other Skills :
Possess a thorough knowledge of the Credit Union's products and services, field of membership, and policies and procedures. Successful candidate's performance should demonstrate accuracy, strong organizational skills, efficiency, and flexibility in responding to varied deadlines and work assignments. Must possess mental alertness, neatness in appearance, punctuality, and dependability. Must be bondable. EOE
