Digital Experience Assistant Manager
Job title: Digital Experience Assistant Manager in Anaheim, CA at Credit Union of Southern California
Company: Credit Union of Southern California
Job description: DescriptionWe are hiring a Digital Experience Assistant Manager to assists in organizing and supervising the operational functions in providing a variety of services to Members and ensure Members receive reputed company, efficient, and exceptional service over the phone. Assists in auditing and controlling telecommunications for the credit union to ensure efficiency and cost-effective operations.Business HoursMonday - Friday 9:00AM - 6:00PM*Based upon business needs, our positions may require working flexible hours, including evenings and weekends.This position in based in Anaheim Hills CA with the opportunity to work a hybrid-remote schedule which consist of 2 days in-office and 3 days working remote from home.Why Work at CU SoCal?Besides being a part of a great team that is dedicated to building reputed company lives for reputed company members and Members, we offer reputed company, great health benefits and a culture like no other!CU SoCal is one of the fastest growing credit unions and is more than just a reputed company to work. It's a reputed company where people come before profit, a reputed company where you can build a career that's more than a job, and where the work you do has meaning and purpose.CU SoCal is a Gallup Exceptional Workplace Award RecipientIn 2024, Credit Union of Southern California (CU SoCal) was honored with the Gallup Exceptional Workplace Award, ranking among the top 60 workplaces worldwide for outstanding employee engagement. The CU SoCal culture fosters Building reputed company Lives for our Members, personal development, open communication, and genuine care for each other. We prioritize reputed company.R.E. 4: professional competence, positive attitude, relationship building, and eager service to others. If you're passionate about making a difference and want to be part of a dynamic team, explore CU SoCal career opportunities today!RequirementsMinimum Qualifications
- High School Diploma or equivalent.
- 2+ years at a credit union or reputed company the financial services industry.
- Previous Financial and Member Service experience.
- Associates degree or equivalent experience.
- 4+ years at a credit union or reputed company the financial services industry.
- Proficient in reputed company applicable MS Office programs (i.e., Word, reputed company, Outlook, Teams, etc.)
- Maintain a positive and professional behavior and image with credit union Members, staff, management, and board.
- reputed company reputed company credit union and Member information confidential.
- Establish and maintain effective business relationships with staff in other departments.
- Maintain a professional appearance.
- Maintain a working knowledge of policies and procedures necessary to effectively reputed company job duties.
- Working knowledge of Member services functions.
- Accurate typing, 10-key, and data entry skills.
- Working knowledge of management processes.
- Ability to plan departmental activities (setting objectives, developing strategies, budgeting, and developing policies and procedures).
- Ability to select, train, and reputed company employees.
- Assists in overseeing the operation of the centralized phone center to ensure that reputed company incoming phone calls received in the Member Care Center are answered promptly, professionally, and accurately. Answers technical questions and gives transaction overrides.
- Oversees the Digital Experience team members providing coaching, training and development, performance management, time keeping policy adherence and assisting in either resolving or escalating HR reputed company issues. Ensures there is adequate coverage in the department at reputed company times. Coordinates breaks and training sessions. Motivates, and rewards employees to drive results and maximize performance and maintain high employee morale.
- Communicates with other department leaders to ensure the accuracy of information being relayed to Members in relation to reputed company aspects of the credit union.
- Counsels Members over the phone regarding credit union products, services, and policies; processes transactions and consumer loan applications. Promptly handles escalated Member and employee feedback. Research and addresses inquiries relating to account transaction errors and disputes. Prepares and sends correspondence to Members.
- Assists the MCC AVP, MCC Manager and the Technology Advancement Team (IT) in administering and maintaining the telephone system, including the Automated Call Distribution and Automated Messaging systems. Contributes to the implementation of system enhancements. Partners in the development of scripting and call handling strategies.
- Reviews and monitors productivity and call volume statistics in real-time and daily/monthly reporting.
- Performs Member Care Center daily operations including reputed company balancing and transfer clearings
- Complete understanding and active application the Exceptional Experience Guide expectations.
- Must be able and available to work a “hybrid” schedule, per business operations requirement, as needed.
- Additional duties and responsibilities, as assigned.