Digital Contact Center Assistant Manager
P1FCU · Southway - Lewiston, ID 83501
Role
The Digital Contact Center Assistant Manager plays a vital leadership role in supporting the Member Service Center (MSC) and Digital Service Center (DSC). This position provides daily guidance, coaching, and development to team members across all service channels—including inbound/outbound calls, video banking, ITMs, live chat, email, and secure messaging—to ensure a seamless and consistent member experience.
This role is responsible for maintaining service level standards, resolving escalated member concerns, and fostering a high-performing, member-focused team culture. Embracing a universal service model, the Assistant Manager supports operational efficiency, digital engagement, and cross-functional collaboration to ensure team members are equipped to serve members seamlessly across all channels.
Major Duties and Responsibilities
Provide daily coaching, performance feedback, and support to representatives across all service channels.
Promote a culture of accountability, engagement, and continuous improvement.
Lead onboarding, training, and cross-training initiatives to ensure team readiness and skill development.
Handle escalated or complex member interactions with professionalism and elevated decision-making authority.
Process fee refunds, overrides, debit card limit increases, and other exceptions in alignment with credit union policies.
Champion digital adoption and identify opportunities to recommend relevant products and services.
Monitor team and individual performance using dashboards, reports, and quality review tools.
Collaborate with the Quality & Workforce Coordinator to align coaching, scheduling, and performance goals.
Review member interactions (calls, chats, video, etc.) and provide timely, constructive feedback.
Partner with internal teams to support new service implementations and system rollouts.
Participate in credit union initiatives with a member-first mindset and a focus on service excellence.
Ensure compliance with all policies, procedures, and regulatory requirements (e.g., BSA, Patriot Act, OFAC).
Support routine member transactions as needed, including account openings and loan applications.
Perform additional responsibilities assigned to support departmental and organizational goals.