Assistant Manager of Specialty Services

The Assistant Manager of Specialty Services supervises the daily operation of the Digital Support Representative, Partner Support Representative, Member Resolution Specialist, and Fulfillment teams. This includes a wide variety of member and partner interactions and escalations that originate through remote delivery channels (telephone, mobile, web, e-mail) and assures Wright-Patt Credit Union’s high standards of extraordinary member service are consistently achieved within a fast paced, high call volume environment. This role is also responsible for assisting with WPCU knowledge base recommendations and changes to ensure accurate information is being relayed to members and partners.

This position in Specialty Services oversees the Member Resolution Team that act as Managers on Duty (MODs) by handling member escalations and supporting frontline teams with complex situations. The AM is responsible for providing guidance, removing barriers, and ensuring the team delivers timely, accurate, and member-focused resolutions. This role also collaborates across departments to identify trends, recommend improvements, and enhance the overall member experience.

• Lead the Digital Support, Partner Support, Member Resolution, and Fulfillment teams to consistently meet established service standards, providing members and partners with extraordinary service in a fast paced call center environment. Ensure assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level. (30%).
• Ensure continued professional growth of partners through consistent observation, coaching, review of performance and use of Individual Development Plans. (20%)
• Maintain appropriate staffing levels with well trained and motivated partners. Provide quality on the job training and ensure that department partners maintain knowledge, engage with members and partners, make members and partners feel valued and consistently apply defined service standards. (15%)
• Drive team performance, continuous improvements, and operational efficiencies throughout the Member Help Center in order to meet or exceed call center strategic initiatives. Conducts training needs analysis based on calls to Partner Support compared to Reference Guide usage. Identifies ongoing training needs for MHC by reviewing wrap up codes to identify call trends. Responsible for implementing training topics and materials. Collaborates with subject matter experts to create and revise knowledge materials for each sub section of the MHC as new processes, guidelines, system functionality, compliance and regulation requirements change. (15%)
• Work with the Knowledge Management Specialist to make recommendations to information in the knowledge base to ensure it is up to date, provides accurate information, and is easy to use. (5%)
• Develop and monitor the implementation of operating plans, success measurements, and processing efficiencies. (5%)
• Acts as liaison to other WPCU Departments. (5%)
• Performs other duties as required (5%)

The Assistant Manager of Specialty Services must possess a high degree of working technical knowledge in the areas of Member Service, Episys, digital services, WPCU products and services, problem solving and excellent decision/judgment skills.  The following is also required:

• High School Diploma or GED required. Associate degree preferred in related field or equivalent combination of education and experience. 
• A minimum of two years of WPCU management experience or related experience or equivalent financial and or management experience preferred. A proven ability to effectively lead a team is required.  Experience in a call center environment, preferably at a Credit Union or other financial institution is preferred.
• A minimum of two years of WPCU experience with software applications, and MC/MHC Financial Coach certification is required.
• Demonstrated ability to lead others.
• Demonstrated ability to analyze, reason, problem solve, and prioritize work independently.
• Ability to motivate, develop, and reward staff.
• Effective time management
• Demonstrated ability to work in a fast paced and ever-changing environment.
• Excellent analytical, managerial, written, communication and interpersonal skills.
• Demonstrated advanced knowledge with Microsoft Office products.
• Excellent working knowledge of all WPCU products, services, and software applications.