Assistant Call Center Manager

Assistant Call Center Manager

We are looking for a highly motivated individual interested in joining one of the most innovative Maine-based financial institutions. You will have the opportunity to empower members to better manage their personal finances and be part of a member service team focused on building relationships and delivering first-class service.

As a proud not for profit financial cooperative, Town & Country supports many charitable causes important to our members and the communities we serve. Habitat for Humanity, the Maine Cancer Foundation, Eastern Trail Alliance are just a few organizations we not only support financially but with our time. Employees enjoy the opportunity to connect with these and many other organizations through meaningful community projects.

Our Member Service Phone Representatives are a team highly of skilled staff that play a critical role in our member contact center. With the ability to access multiple systems and programs, they meet our members needs by resolving account issues, educating members regarding products and services, and connecting them to the resources they need. Providing this level of service conveniently over the phone is an example of the first-class service Town & Country FCU is known for.

Function and Responsibilities

Assistant the Call Center Manager with the direction and coordination of department activities to meet established goals for service, sales, productivity, and quality of work. Supports and trains Member Service Phone Representatives to ensure members and potential members receive fast, courteous, and accurate service. Assists members with telephone requests; identifies member needs, explains products and services, resolves issues. Maintaining, confirming, and updating member contact information and identifying cross-sales opportunities are part of every call. Thinking outside of the box and using all available resources to resolve member issues ensures success.

Education & Experience

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program. One year to three years of similar or related experience.

Interpersonal Skills

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. If an employee requires a reasonable accommodation based on a disability, he or she must notify his or her direct supervisor or human resources.

• Enters and locates information on computer.

• Presents information to individuals and/or small or large groups.

• Communicates effectively in person or by using electronic equipment and devices.

• Creates documents, reports, etc., using a computer, pen, pencil, or other means of recording information.

• Grasps and manipulates objects of different size and weight, requiring fine motor skills and hand-eye coordination.

• Visually locates and identifies information, often in small print.

• Reads information, often in small print.

• Sits at desk for extended periods of time.

• Repetitive motion with hands and arms while using computer.

• Lift up to 25 lbs.

Location

Department location - Operations Center, Scarborough Maine.

Benefits

Medical (HSA), dental, vision, mental health, short and long-term disability, life insurance, parental leave, vacation, paid holidays, 401K, incentive plan, profit sharing, tuition reimbursement, corporate logo wear, insurance, and credit union product discounts, and lots of perks!