Share Email Opening Apply Now Title Contact Center Assistant Manager  EOE Statement BMI Federal Credit Union strives to maintain a work environment free from discrimination where employees are treated with dignity and respect. All employees contribute to the Credit Union's commitment to equal employment opportunity. BMI Federal Credit Union does not discriminate on the basis of race, sex, gender identity, religion/creed, pregnancy, age, physical or mental disability, size or shape, marital status, national origin, genetics/genetic markers, military or veteran status, sexual orientation or any other characteristic protected by applicable laws. We adhere to these principles in all aspects of employment, including recruitment, hiring, placement, compensation, benefits, promotion, and discipline. We believe that by adhering to these policies we can cultivate a welcoming environment by embracing each individual's identities and abilities.   About the Organization BMI Federal Credit Union (BMI FCU) offers competitive pay and benefits including holiday pay, paid time off (PTO), a matching 401(k) plan, a robust wellness program, professional development, opportunities to help our community, health insurance (for full-time employees), and more. If you enjoy working for a smaller company and having the ability to positively affect an entire organization, then BMI FCU is the place for you. ***For 14 consecutive years (2010-2023), BMI Federal Credit Union has been named a "Best Employer in Ohio" by the Best Companies Group, an independent organization that conducts a rigorous evaluation to identify and name the best employers in the state!*** BMI FCU is a not-for-profit, financial cooperative providing banking services to our member-owners. Our goal is simple - to improve the financial well-being of our members and the community. One of the ways we do this is through our Money Management Program, a free financial education program for all members. We also provide traditional savings and lending products, like savings and checking accounts, IRAs, Certificates, credit cards, car loans, personal loans, and mortgages plus convenience services such as ATMs, online banking, online bill payment, and mobile banking. BMI FCU has five branch locations in Central Ohio. EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity. BMI FCU maintains affirmative action programs to promote the employment opportunities of disabled individuals and covered veterans. Employees and applicants may request a review of appropriate portions of the BMI FCU Affirmative Action Program from the Human Resources Dept.   Category Member (Customer) Service   Full-Time/Part-Time Full-Time   Location Contact Center   Location Details 6165 Emerald Parkway, Dublin OH 43016   Internal/External Posting   Description STARTING HOURLY RANGE: $25.50 - $32.00 ABOUT BMI FEDERAL CREDIT UNION (BMI FCU): BMI FCU is a not-for-profit, financial cooperative providing banking services to our member-owners. Our goal is simple - to improve the financial well-being of our members and our community. For 14 consecutive years (2010-2023), BMI FCU has been named a "Best Employer in Ohio" by the Best Companies Group. We offer competitive pay and benefits including holiday pay, paid time off (PTO), a matching 401(k) plan, professional development, opportunities to help our community, health insurance, a wellness program, and more. If you enjoy working for a smaller company and having the ability to positively affect an entire organization, then BMI FCU is the place for you! POSITION SUMMARY: Responsible for answering member inquiries received through the telephone or additional electronic services. Using technical skills and knowledge of products and services, this position will address issues, provide support, and offer information to enhance the member experience. This position acts as a proven leader and mentor within BMI FCU. In order to be successful, it is required to master and perform all job functions of the Contact Center Representative II and III positions. This position acts as a backup to the Contact Center Manager. In addition to proficiency in the CCR II and CCR III duties and responsibilities, the Assistant Contact Center Manager will be responsible for the following: ESSENTIAL JOB FUNCTIONS: Provide excellent member service and handle difficult or escalated issues while building rapport with members, processing requests, respond to inquiries and resolving issues with accuracy Conducts quality reviews to ensure policies and procedures are followed and service standards are met Act as a Subject Matter Expert (SME) to others within the Contact Center as well as the Credit Union providing guidance for regulations, processes, procedures, products, and services Train, guide, and motivate the Contact Center staff Develop a team environment that fosters growth and the desire to help others Work collaboratively with the Contact Center Manager and provide management direction in their absence Assist with initiating discipline of employees when appropriate to improve their work performance, while maintaining professionalism and confidentiality Identify and escalate priority issues to the Contact Center Manager when necessary Prevent possible disclosure of sensitive information to unauthorized individuals by verifying caller data utilizing different sources as necessary Troubleshoot technical issues related to online banking, web browsers, etc. Identify and recommend areas of process workflow improvement Build strong member relationships through ownership of problem solving and follow through Assist with department scheduling and timecard corrections and approvals Assist with operational duties related to opening and closing the Contact Center Provide appropriate overrides to branch staff if management is not available Assess situations, apply sound judgement and use troubleshooting skills to assist members Proactively seek cross-selling opportunities by evaluating Members’ needs, existing loans with other financial institutions found on credit reports, and explaining available credit union services Understand and follow BMI FCU policies/procedures complying with federal regulations including but not limited to: Bank Secrecy act, Anti Money Laundering regulations, USA Patriot Act, Office of Foreign Asset Control, and Truth in Savings (National Credit Union Administration Part 707) WORK ENVIRONMENT: Office environment QUALIFICATIONS AND SKILLS REQUIREMENTS: High school diploma or equivalent required 3 years of experience in a financial institution customer service environment; a viable combination of experience and education will be considered High-level of understanding of lending and technical assistance for online banking users Ability to lead and motivate staff Ability to perform all Contact Center duties and functions and identify system/process gaps to drive improvements Excellent verbal and written communication skills as well as interpersonal skills Ability to balance multiple tasks and changing priorities with high attention to detail Strong analytical and problem-solving skills Ability to work effectively in a team environment Proficient in Microsoft Office with competencies in Excel, general computer programs, and general office equipment Have a elevated understanding of computer operating systems and web browsers to assist members with online access and troubleshooting technical issues Basic math skills Proficient in organizing projects, prioritizing work and completing multiple tasks accurately Possess a professional demeanor Ability to receive and maintain confidential information Knowledge of solution driven sales process PHYSICAL REQUIREMENTS: Must be able to meet the following physical requirements, with or without reasonable accommodation: 1) Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment; 2) Reach with hands and arms; 3) Talk and hear; 4) See and be able to read, write, and interpret text, and spreadsheets. As an equal opportunity employer, BMI FCU does not discriminate in its employment decisions on the basis of race, religion, color, national origin, sex, pregnancy, childbirth and related conditions, lactation status, gender identity, sexual orientation, age, disability, veteran or military status, genetic information, or ancestry.   Position Requirements   Schedule Scheduling flexibility required between 7:30am and 6:00pm Monday-Friday, and some Saturdays 9:00am to 1:00pm.   This position is currently accepting applications. Apply Now WE ALSO RECOMMEND Other Jobs Within Same Category -- None found -- Other Jobs Within 60 Miles -- None found --

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