The Assistant Manager, Financial Solutions (AMFS) is responsible for leading the daily operations of the Member Help Center Financial Solutions team. Requests originate through multiple remote delivery channels (telephone, mobile, web, email, and in the future live chat), which includes but not limited to consumer lending, account servicing and new account activities. The AMFS is responsible for coaching and developing partners to deliver extraordinary member service in all interactions with members or partners assuring Wright-Patt Credit Union’s high standards of extraordinary member service are consistently achieved.
1) Consistently monitor, document, and analyze the performance of direct reports to support their achievement of outstanding performance. The Assistant Manager mentors, coaches, observes and supports the development of partners in their professional growth. (35%)
2) Ensures partners’ efforts result in increasing members’ engagement within the Three Stakeholder Model’s best interest. Results monitored through competitive loan buyouts, lending/account production, loan protection products, quality monitoring scores, and Contact Center metrics. (25%)
3) Ensuring assigned business units are adequately staffed with Partners who are trained and motivated in their roles and can provide members with extraordinary service throughout the lending process, including Outbound Sales & Virtual Branch. Ensure assigned business units are operating efficiently and reliably; are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level. (15%)
4) Assist with developing and executing annual objectives, goals, and strategies for the Financial Coach, Member Savings Specialist, and Virtual Branch positions as assigned. Assist in driving team performance, resolve escalated member and partner inquires, and identify and recommend continuous improvement and operational efficiencies to meet or exceed contact center strategic initiatives. (10%)
5) Collaborate with other departments on assigned projects to increase inter-departmental communication, identify relationship building opportunities and make recommendations on consumer loan and deposit products and services. (10%)
6) Performs other duties, as required (5%)
The Assistant Manager, Financial Solutions must possess a high degree of working technical knowledge in the areas of member service, loan & deposit products, problem solving and excellent decision/judgment skills. The following is also required:
1) High School Diploma or GED required. Associate’s Degree preferred in related field or equivalent combination of education and experience.
2) A minimum of two years related experience and/or training; or equivalent financial and or management experience preferred. A proven ability to effectively lead a team is required.
3) Experience in a contact center environment, preferably at a credit union or other financial institution is preferred.
4) Demonstrate ability to recognize problems and respond effectively. Systematically gather information, sort through complex issues and seek input from others, addresses root cause of issues, makes timely decisions, make difficult decisions, use consensus when possible, and communicate decisions to others timely and accurately.
5) Ability to motivate, develop and reward staff
6) Effective time management
7) Ability to work in a fast paced and ever-changing environment
8) Excellent analytical, managerial, verbal, written, communication and interpersonal skills.
9) Must be familiar with member experience, lending and new account operations
10) Demonstrate intermediate knowledge with Microsoft Office, Workforce Management products, and multiple financial service platforms.
11) NMLS is required.