Call Center Assistant Manager at Rockland Federal Credit Union – Rockland, Massachusetts

Rockland Federal Credit Union is seeking an Assistant Manager to support our Member Solutions Center. The Assistant Manager plays a key role in driving performance, supporting staff development, and enhancing the overall member experience.

Key Responsibilities
• Support the day-to-day operations of the Member Solutions Center and step in for the Manager as needed
• Provide guidance, coaching, and supervision to Call Center Associates to drive performance and service excellence
• Assist with hiring, onboarding, scheduling, and performance management, including annual reviews and goal setting
• Deliver ongoing quality assurance coaching using call monitoring tools and service scorecards
• Act as an escalation point for complex member situations, ensuring effective de-escalation and resolution
• Maintain and update the Call Center Knowledge Base to ensure accuracy and accessibility of information
• Monitor trends, recommend process improvements, and support departmental efficiency initiatives
• Manage the team email inbox and respond to member inquiries professionally and promptly
• Support IRA-related inquiries and transactions using available systems and vendor resources
• Ensure compliance with all applicable regulations, policies, and confidentiality standards

Qualifications
• 3 to 5 years of experience in a banking call center environment
• Demonstrated ability to coach, motivate, and lead a team
• Strong problem-solving and de-escalation skills
• Excellent written and verbal communication skills
• Highly organized with the ability to manage multiple priorities
• Proficient in Microsoft Office and internal systems

Benefits

RFCU offers a comprehensive benefits package, including Cigna medical benefits, dental benefits, vision benefits, a 401(k) plan with company match and profit-sharing potential, flexible health and dependent care plans, and life, AD&D, and LTD insurance. We also provide a generous and flexible tuition reimbursement program, along with a PTO package designed to help employees recharge and enjoy time with family and friends.

In alignment with our commitment to pay transparency, we're pleased to share that the base salary range for this position is $62,350 - $75,000, excluding fringe benefits or potential incentives. If you're hired at Rockland Federal Credit Union, your final base pay will be determined based on factors such as skills, education, and experience. We also take pay equity seriously and consider the internal equity of our current team members as part of any final offer. Please note that the range provided reflects the full base pay for this role. We also offer a comprehensive compensation and benefits package designed to support your overall well-being and success.

Rockland Federal Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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