Job Details

Position Title: Assistant Contact Center Manager I
Employment Type: Full-Time
Work Setting: Hybrid
Location: Wackerly Branch – Midland, MI 48640
Reports to: Contact Center Leader
Pay Grade: 9 / Non-Exempt

Description
Would you find purpose and joy in developing and empowering a call center team and guiding members on their financial journey? Do you thrive in a fast-paced environment supporting team, leadership, and operations? Members First Credit Union is seeking an Assistant Contact Center Manager I in Midland, MI, with 1–3 years of experience. Apply today and join us in our mission to encourage a better tomorrow!

We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities!

Primary Purpose
The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact to both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy, fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others.

Essential Duties

• Lead the team to maximize productivity, efficiency, and team potential. Includes onboarding, development, coaching, training, and ensuring compliance with regulatory and organizational policies.

• Assist with performance appraisals, team promotions, and disciplinary actions through termination as appropriate.

• Deliver on the Credit Union’s Service Promises in every interaction.

• Serve as department lead in the absence of the department leader.

• Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America’s Credit Unions within the first year.

Duties and Responsibilities

• Ensure staff is cross-trained to provide timely, accurate, and quality service.

• Review and coach team on quality control of calls to meet/exceed service standards.

• Coach team to effectively offer products and services that meet member needs.

• Improve procedures to enhance efficiency while maintaining audit and security standards.

• Assist with integration of new products, services, and systems; ensure staff is trained and confident.

• Supervise department staff: interviews, scheduling, records, reviews, and discipline.

• Support a team environment that encourages empowerment, development, and excellence.

• Support department strategic development training and implementation.

• Monitor departmental metrics to ensure performance and relationship-building success.

• Plan and coordinate department workflow; support Contact Center Team operations.

• Attain Financial Counselor Certification (CCUFC) within first 6 months.

• Collaborate on technology implementation and manage vendor relationships.

• Resolve member issues professionally and confidentially.

• Review reports to track and enhance departmental goal progress.

• Continuously identify opportunities to improve efficiency through technology.

• Attend educational opportunities and share key takeaways for implementation.

• Provide lending support via phone that aligns with organizational strategies.

• Other duties as assigned.

General Sales Expectations

• Use coaching and leadership support to encourage team sales success.

• Build strong member relationships by offering relevant financial products and services.

Community Relations

• Participate in at least 4 community events annually with department staff.

• Maintain visibility in local community through involvement in groups and activities.

• Represent the credit union in chambers, business groups, and charitable events as assigned.

Qualifications and Expectations

• Strive to exceed credit union, department, and personal goals.

• Meet deadlines and timelines effectively.

• Strong leadership, organization, and reasoning skills.

• Maintain accuracy and clear communication.

• Demonstrate professionalism and high-level credit union knowledge.

• Remain current on state and federal credit union laws and regulations.

• Implement processes and procedures effectively.

• Flexibility with work hours and travel as needed.

• Maintain confidentiality and internal service standards.

Physical Requirements

• Ability to move or transport up to 25 pounds.

• Able to remain stationary for 2–4 hours at a time.

Work Environment

• Maintain a neat and orderly workspace.

• Routinely clean and disinfect work areas.

• Protect confidentiality of staff and members by securing workstations.

Education and Experience

• Minimum of one to two years of management or supervisory experience.

• One to two years in the contact center industry.

• At least one year of previous banking or credit union experience.

• High school diploma or equivalent required.

• One to three years of similar or related experience.

• Proficiency in Microsoft Word, Excel, Outlook, and other modern software.

Qualifications
Education:

• Required: High School diploma or equivalent.

Experience:

• 1–3 years of related experience.

• 1 year of banking or credit union experience.

• 1–2 years in contact center industry.

• 1–2 years of management or supervisory experience.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.