Contact Center Assistant Manager Opportunity at Stanford Federal Credit Union! We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire…
Skills: Leadership, Coaching, Training, Contact center management, Financial services
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$78k–$97k/yr
Full-time
Medical insurance, Dental insurance, Vision insurance, Life insurance, Short-term disability insurance, 401(k) matching
Posted 3d ago
~40 hrs/week
Responsibilities
The Assistant Manager is responsible for supervising the Member Care Team, including coaching, training, and monitoring staff performance to ensure high-quality service. They also handle member escalations, manage scheduling, and oversee department audits and reporting.
Requirements
Candidates must have one to three years of experience in a contact center or financial services leadership role. A strong understanding of banking accounts, contact center policies, and the ability to train and coach staff are required.
Full job description
Contact Center Assistant Manager Opportunity at Stanford Federal Credit Union!
We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.
Stanford FCU is a $4.5 billion company with a global reach of over 95,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!
The Member Care Team (Contact Center) Assistant Manager is responsible for assisting staff in maximizing productivity, delivery of quality service in a consistent manner to our members, monitoring staff performance, coaching and training.
Who YOU are:
One to three years contact center and or financial service experience in a leadership role.
Well versed knowledge of Banking Accounts, including but not limited to: Trusts, Estates, Business Accounts, Savings Account & Retirement Accounts
Understanding of Contact Center policies, procedures, and metrics
Ability to exercise good judgment to reach decisions and to obtain desired results, within broadly defined practices, policies, selection methods, techniques, and criteria for evaluations.
Ensuring that all levels of member service are maintained by all employees. Trains and coaches member care employees.
Assist with orientation of new employees and staff training sessions. Ensure that personnel are well trained in all phases of their respective positions. Perform cross-training, as necessary.
Ensures members’ requests and questions are promptly resolved. Handles customers’ complaints. Ensures members are informed of Company services and policies.
Assists with supervising work scheduling and approving all sick, leave, vacation, and overtime timesheets for employees. Ensures that the dept has sufficient coverage on the schedule
What YOU’LL do:
Coaching, Training, and Staffing the Member Care Team
Escalation support
Audit department procedures and execution of procedures
Conduct approvals and overrides
Ability to utilize and demonstrate execution of all operational systems and procedures to be able service members and train staff, encompassing phones, chats, secure messaging and SMS.
Managing and scheduling member appointments
Take over/Monitor any potential member escalation and review & respond to negative feedback surveys
Serve as backup in case Member Care Manager or Member Care Specialist is unavailable
Ensure all inboxes, logs, and reports are up to date
Manage auditing and reporting for the department as needed
Some of our benefits for YOU:
100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
Quarterly incentives up to 10% of your salary (based on position)
Employer 401(k) matching up to 5% plus additional annual discretionary contributions
Education reimbursement up to $5,200/year
Employee recognition program with cash incentives
Commuter Toll reimbursement $100-$200/month (based on position)
Wellness Benefits up to $1,200 per year
Paid Sick Time accrues at two weeks per year
Paid Vacation Time accrues at three weeks per year
Paid Federal banking holidays (approximately 11 per year)
Ongoing training and education, seminars, and conferences
Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
Waived fees and deposit bonuses on Stanford FCU accounts
Flex health/transit plan availability
Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources
If you are ready for this awesome opportunity (or know somebody who is) please contact us today!
Stanford Federal Credit Union provides competitive pay ranges based on factors such as (but not limited to) the scope and responsibilities, qualifications needed for the position and external market pay for comparable positions.
Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions.
Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
We’re dedicated to improving your financial life.
Federally insured by NCUA. Equal Housing Lender.
Industry
Banking
Company size
51-200 employees
Founded
1959
LinkedIn followers
5,244
We are a not-for-profit, member-owned financial institution dedicated to improving the financial lives of our members. We provide some of the most generous member benefits in our industry, delivered by a compassionate staff who always prioritize your needs first.
Stanford FCU history
In 1959 a group of Stanford University employees pooled their resources to create a financial institution that would be better than a bank, and dedicated to serving Stanford. Our membership grew to include the entire Stanford community—faculty, staff, students, volunteers, alumni, employees of Stanford Health Care and SLAC National Accelerator Laboratory. As Stanford FCU’s reputation grew, more people wanted to become part of the Stanford community.
Today we still strive to be better than a bank by putting our members’ needs first, and aspiring to be a trusted financial partner. We work with cutting edge technology companies to service the financial needs of their talented employees who expect the best products, service and experience. We’re proud that our community is an epicenter of innovation, and includes top-performing companies like Google, Facebook-Meta, Tesla, Genentech, SAP, VMware, Amazon, Oracle and Visa.
Nestled in the heart of Silicon Valley, Stanford FCU was the first financial institution to offer the convenience of digital banking. Innovation and member convenience continue to be a top priority, as we draw on Stanford University’s innovation and our high-tech community. Another priority that’s aligned with our mission to improve financial lives is our financial education. We offer personal counseling and free seminars (approximately 100 per year!).
Federally Insured by NCUA. Equal Housing Lender. NMLS #729643
Offices: 1860 Embarcadero Rd, Palo Alto, California 94303, US
Technology driven delivery channels which improve operating efficiencies and provides better pricing on products and services for member clients. Additionally and effective risk management has contributed to SFCU outperforming its peer groups.Financial Services
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