Job Title: Contact Center Assistant Manager Company: BMI Federal Credit Union Location: Dublin, OH Starting Hourly Range: $25.50 - $32.00 Schedule: Scheduling flexibility is required between 7:30 a.m. and 6:00 p.m. Monday-Friday, and some Saturdays, 9:00 a.m. to 1:00 p.m. ABOUT BMI FEDERAL CREDIT UNION (BMI FCU): BMI FCU is a not-for-profit, financial cooperative providing banking services to our member-owners. Our goal is simple - to improve the financial well-being of our members and our community. For 14 consecutive years (2010-2023), BMI FCU has been named a "Best Employer in Ohio" by the Best Companies Group. We offer competitive pay and benefits including holiday pay, paid time off (PTO), a matching 401(k) plan, professional development, opportunities to help our community, health insurance, a wellness program, and more. If you enjoy working for a smaller company and having the ability to positively affect an entire organization, then BMI FCU is the place for you! POSITION SUMMARY: Responsible for answering member inquiries received through the telephone or additional electronic services. Using technical skills and knowledge of products and services, this position will address issues, provide support, and offer information to enhance the member experience. This position acts as a proven leader and mentor within BMI FCU. In order to be successful, it is required to master and perform all job functions of the Contact Center Representative II and III positions. This position acts as a backup to the Contact Center Manager. In addition to proficiency in the CCR II and CCR III duties and responsibilities, the Assistant Contact Center Manager will be responsible for the following: ESSENTIAL JOB FUNCTIONS: Provide excellent member service and handle difficult or escalated issues while building rapport with members, processing requests, respond to inquiries and resolving issues with accuracy Conducts quality reviews to ensure policies and procedures are followed and service standards are met Act as a Subject Matter Expert (SME) to others within the Contact Center as well as the Credit Union providing guidance for regulations, processes, procedures, products, and services Train, guide, and motivate the Contact Center staff Develop a team environment that fosters growth and the desire to help others Work collaboratively with the Contact Center Manager and provide management direction in their absence Assist with initiating discipline of employees when appropriate to improve their work performance, while maintaining professionalism and confidentiality Identify and escalate priority issues to the Contact Center Manager when necessary Prevent possible disclosure of sensitive information to unauthorized individuals by verifying caller data utilizing different sources as necessary Troubleshoot technical issues related to online banking, web browsers, etc. Identify and recommend areas of process workflow improvement Build strong member relationships through ownership of problem solving and follow through Assist with department scheduling and timecard corrections and approvals Assist with operational duties related to opening and closing the Contact Center Provide appropriate overrides to branch staff if management is not available Assess situations, apply sound judgement and use troubleshooting skills to assist members Proactively seek cross-selling opportunities by evaluating Members' needs, existing loans with other financial institutions found on credit reports, and explaining available credit union services Understand and follow BMI FCU policies/procedures complying with federal regulations including but not limited to: Bank Secrecy act, Anti Money Laundering regulations, USA Patriot Act, Office of Foreign Asset Control, and Truth in