Assistant Manager, Call Center

The Assistant Manager provides support in the daily supervision of all Call Center operations and staff. The Assistant Manager opens new member accounts and loans, provides resolutions to member inquiries, and performs other relevant tasks and procedures to best meet member experience and operational goals. The Assistant Manager reports directly to the Call Center Manager.

Responsibilities include, but are not limited to:

• Supervises and coaches assigned staff to ensure service standards are met. Assigns, prioritizes, and schedules work, assesses performance, and provides regular feedback. Ensures policies, procedures, and guidelines are followed in all areas of assigned responsibility.

• Develops sales and service strategies alongside department manager. Recommends operational and marketing strategies to achieve department goals. Works on special projects aimed at improving member experiences, and achieving department and organization goals.

• Participates in all assigned professional development programs in support of the credit union’s commitment to increases sales, service, quality, and teamwork.

• Handles escalated customer inquiries and complaints, working to resolve issues in a timely and satisfactory manner.

• Generates reports detailing Call Center metrics, such as average handle time, abandoned calls, etc. Analyzes data to identify trends and makes recommendations for process improvements. Stays abreast of industry changes and developments.

Compensation:

The annual base salary range for this position is $64,480 - $68,250. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Why USC Credit Union is a great place to work:

• Medical through USC Network, Blue Cross, and Kaiser: https://employees.usc.edu/medical/

• Dental: https://employees.usc.edu/dental/

• Vision: https://employees.usc.edu/vision/

• Dependent Care and Health Care Flexible Spending Accounts (FSAs): https://employees.usc.edu/fsas/

• Retirement with up to 10% employer contributions: https://employees.usc.edu/usc-retirement-savings-program/

• Tuition reimbursement: https://employees.usc.edu/tuition-benefits/

• Paid Time Off (PTO) including, up to 24 vacation days (based on tenure), 12 sick days, 9 paid holidays, 1 paid personal day, 4 paid winter recess days, paid bereavement, and paid jury duty: https://employees.usc.edu/time-off/

• Life and voluntary insurance benefits: https://employees.usc.edu/insurance-benefits/

• WorkWell Center that provides programs, resources, and services to benefits-eligible staff and their dependents, that help them thrive in all areas of work-life wellness: https://workwell.usc.edu/

• Other generous perks and discounts: https://employees.usc.edu/perks/

Minimum Education: High school or equivalent Minimum Experience: 5 years Minimum Field of Expertise: Five years' experience at a financial institution, interpreting and applying pertinent policies, procedures, regulations, and requirements. Knowledge of credit union service standards and loan operations, as well as all relevant local, state, and federal regulations governing financial institutions. Experience in a management or leadership role. Written and oral communication skills, able to provide both detailed information and summaries to relevant stakeholders.