Assistant Manager - Member Solutions Call Center

Overview:

UW Credit Union is hiring a Member Solutions Center Assistant Manager to join its leadership team!

With guidance and support from the Member Solutions Center Leadership Team, you are responsible for maintaining an exceptional staff experience by encouraging engagement through a variety of professional development and employee involvement opportunities.

We pride ourselves on building meaningful relationships with our members! This occurs in our state-of-the-art contact center environment which invites collaboration, creativity, and comfort. As a leader with one of Wisconsin’s top financial institutions, you’ll be empowered to act in best interest of over 350,000 members around the globe.

Why Work for UW Credit Union?

Join one of Wisconsin’s premier financial institutions, a National Top Workplaces USA and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• 21.5+ days of annual paid time off
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 11 paid holidays (includes your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental and Vision plans, including domestic partner eligibility
• Free bus pass and bublr membership
• Employee Assistance Program
• And more!

Responsibilities:

• Achieve scorecard results on Specialist and Manager Scorecards
• Support front-line staff by taking ownership of member service recovery opportunities, escalations, and tasks.
• Maintain trusting relationships with management and leadership peers to deliver cohesive, consistent experiences for staff and members.
• Maintain close partnership with internal MSC support function teams, especially QA & Training for seamless staff handoffs post-on-boarding.
• Regularly conduct quality assurance reviews of staff interactions with members, in accordance with the MSC QA Program, and coach staff to deliver world-class service.
• Promote effective coordination of resources across UW Credit Union business units to support an optimal member experience.
• Maintain comprehensive knowledge of all systems used by members, MSC leadership and front-line staff.
• Partner with HR and senior management to retain highly engaged employees, as measured by employee engagement surveys.
• Provide timely, consistent directions to staff, including performance coaching and honest feedback.
• Optimize the talents of individuals and promote a team environment by actively role modeling behaviors necessary to achieve goals, and by connecting staff with peers and leaders who can support their development.

Qualifications:

• Bachelor’s degree in business administration, finance or a related field or equivalent in years of experience.
• 2-3 years in experience in Financial Services or related field with progressive responsibility.
• Ability to travel to Madison
• Ability to learn, understand, and lead complex operations while applying creative problem solving.
• Strong verbal and written interpersonal communication, outstanding ability to influence and build relationships.
• Expertise in problem solving, design and delivery of Web-based solutions.
• Talent and passion for technology, automation, and process improvement.

UW Credit Union is proud to be an Equal Opportunity and Affirmative Action Employer of Minorities, Protected Veterans, Women, and individuals with Disabilities. We strive to cultivate an inclusive workplace that is home to a diverse workforce where employees at all levels model knowledge of, belief in and a commitment to cultural competence.