eBranch Assistant Manager

The City of Boston Credit Union is seeking an eBranch Assistant Manager to assist in the daily operations of CBCU eBranch/call center and provide support to the eBranch Manager. Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high-volume call environment to perform a basic transactional and /or support duties with a high degree of accuracy and in accordance with CBCU policies and procedures.

Responsibilities

Specific duties include, but are not limited to, the following:

• Onboard and train all new incoming employees on CBCU policies and procedures.
• Monitor, score, and coach employee service and performance through the monitoring of live and recorded calls.
• Log into the call queue and provide support to the call queue when need arises.
• First point of escalation for member inquires and situations.
   
• Ensure excellent member service, every call, every time.
• Responsible for maintaining employee attendance records along with team scheduling, with guidance from Manager.
• Answer complex inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilities.
• Perform member transactions, inquiries, and problem resolution of the highest complexity (i.e. online troubleshooting, in-depth account research, additional fraud research, utilize additional systems outside of CBCU’s core to determine problem resolution, etc.)
• Perform outbound calls as needed (payment verification, transfer verifications, member call back queue, as requested for follow-up, may follow-up on member referrals, etc.)
• Required to learn all ancillary systems in order to resolve more complex complaints and assist other reps with answers. May have additional access rights in other systems to complete these transactions.
   
• Properly log and track all calls and member contact; ensure wrap up is complete.
• Document more complicated service transactions required by separation of duties to be performed by a partner department (i.e. MSO or Lending). Ensure proper documentation and routing of the request.
• Meet/exceed set call center metrics and service goals (i.e. call quality, avg talk time, hold time, mbr wait time, productivity requirements, etc.)
• Process new account opening applications.
• Process online loan applications and member loan requests.
• Maintain comprehensive knowledge of CBCU products and services.
   
• Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to CBCUs call center environment.
   
• Cross-sell additional products and services to best fit member need(s).
• Cross-train more complex servicing transactions and service such as online banking requests and troubleshooting, member email, existing and pending loan questions, etc.
   
• May train other MSRs for transactions and inbound service calls.
• Back up other queues as necessary (any service queue when call volume dictates).
• May help answer member emails or chats, as necessary
• Perform other duties as assigned.
• Comply with all applicable regulations pertaining to the position such as Truth in Savings and Regulation E.
• Compliance with the Bank Secrecy Act, OFAC and USA Patriot Act including Customer Identification Program for new members, accurate completion of new account activity profile, and reporting suspicious activity to supervisor.

Requirements/Skills Needed

• Two to three (2-3) years’ Retail banking experience.
• More than three years’ Call Center experience is a plus.
• Previous sales experience preferred.
• Excellent member service skills.
• Excellent interpersonal, oral, and written communication skills.
• Ability to multi-task; strong time management skills.
• Strong research and problem-solving skills.
• Proficiency in Microsoft Office Suite.
   
• Highly ethical.

How to Apply

To apply, please email resume and cover letter to hr@cityofbostoncu.com.