Contact Center Assistant Manager - REMOTE

Who is Quorum

At Quorum Federal Credit Union, we are a cutting-edge credit union that operates as a technology company, delivering innovative financial solutions to our members. As a remote organization, we thrive on collaboration and recognize outstanding performance. We are the ideal workplace for self-motivated individuals who are committed to organizational success and eager to join a dynamic team of professionals. We stand out as a best-in-class employer, offering a unique and supportive work environment that fosters personal and professional growth. Our culture is built on valuing teamwork, recognizing achievements, and providing the tools and resources needed to excel. If you are looking for a place where you can make a meaningful impact, enjoy a flexible and fulfilling work experience, and be part of a forward-thinking team, Quorum Federal Credit Union is the perfect fit for you.

Job Description Summary

The Contact Center Assistant Manager helps oversee daily operations in the credit union's contact center, supporting staff and ensuring excellent service across phone, chat, email, and digital channels. This role works closely with the Contact Center Manager to improve workflows and leverages advanced data analysis to identify trends, optimize resource allocation, and enhance customer support. The Assistant Manager utilizes AI-driven tools and analytics to proactively analyze performance metrics and digital interaction data, recommending and implementing AI-powered solutions that elevate member satisfaction and streamline contact center operations. By bridging traditional service and digital innovation, this role modernizes processes, promotes self-service, and ensures members have secure, seamless, and user-friendly experiences.

Key Job Responsibilities and Accountabilities

Team Leadership & Service Delivery

• Supervise, coach, and support contact center staff to ensure consistent, high-quality member service.

• Assist with workforce planning, scheduling, and task assignment to balance workloads across channels.

• Resolve escalated member issues and foster a collaborative, service-driven culture.
• Support recruiting, onboarding, and ongoing training, emphasizing digital banking tools.

• Foster a positive, collaborative, and service-driven culture where employees feel informed, supported, and empowered.

Operations, Digital Experience & AI Innovation

• Monitor dashboards and inquiry volumes to ensure coverage and SLA compliance.
• Collaborate with other departments (IT, Operations, Lending, Fraud/Risk) to resolve complex member issues.

• Optimize digital support channels and analyze trends to improve usability and adoption including:
  
  
  
  • Live chat and secure messaging
  • Chatbots/virtual assistants
  • Co-browsing tools
  • Enhanced IVR/call-routing settings
  • Callback and digital queue technologies
  
  
  
  

• Leverage AI-driven tools and analytics to proactively assess performance metrics, identify trends, and recommend solutions that enhance member satisfaction and streamline operations.

Quality, Compliance & Continuous Improvement

• Review calls and digital interactions for accuracy, empathy, and compliance. Provide feedback and coaching for improvement.

• Ensure team compliance with credit union policies, federal regulations (Reg E, Reg Z, Privacy Act, Bank Secrecy Act), security standards, and authentication procedures.
• Maintain awareness of fraud trends-including digital fraud and social engineering-and guide staff in spotting red flags and educating members.

• Generate and analyze performance reports, identify trends, and support process optimization and digital channel growth.
• Use advanced data analysis to identify workflow bottlenecks, training needs, and opportunities for operational and digital enhancements.

Job Requirements, Competencies, and Skills

• Leadership & Employee Development- Able to inspire confidence, provide mentorship, and cultivate a high-performing team.
• Digital Fluency & Innovation- Understands digital banking trends and member expectations; able to articulate benefits, troubleshoot issues, and encourage adoption.
• Member-Centric Approach- Demonstrates empathy, active listening, problem-solving, and a commitment to delivering memorable experiences.
• Data Analysis & Reporting - Uses advanced data analysis to identify trends.
• Operational Excellence- Skilled at managing workflows, optimizing processes, and maintaining service consistency.
• Collaboration & Communication- Works effectively with cross-functional teams and communicates clearly with staff and leadership.
• Adaptability- Embraces change, supports new technologies, and encourages creative solutions.

Qualifications

• Associate degree required; bachelor's degree preferred, OR equivalent combination of education and relevant experience
• 3+ years of experience in a financial institution, contact center, or credit union environment
• Minimum of two (2) years of leadership experience in a contact center within a financial institution such as a bank or credit union is required. Demonstrated ability to lead a team using well-developed interpersonal skills by providing coaching, feedback, training, and development.
• Excellent communication, coaching, problem-solving, and organizational skills.
• Proficiency with contact center platforms, CRM tools, digital banking systems, and performance analytics. Demonstrated experience leveraging AI-driven tools and analytics to assess contact center performance, identify trends, and implement solutions that enhance member satisfaction and operational efficiency.
• Strong decision making and time management skills with the ability to manage multiple projects/duties.
• Familiarity with Jack Henry software solutions is strongly preferred.

• Results driven, service oriented, self-motivated, and able to work independently.

• Trustworthy with the ability to maintain the highest level of integrity and trust.
• Proficiency in Microsoft Office, specifically Word, Excel, and PowerPoint. Ability to work in a multi-application environment.

• Flexible to work a structured schedule that includes evening hours up to 7:00 p.m. (EST) in a remote environment which is free from distraction.

Environmental / Physical / Mental Requirements

• Stable internet connection with speeds high enough for video conferencing and screen sharing
• Smartphone with current iOS/Android OS
• Prolonged periods sitting at a workstation and working on a computer
• Ability to communicate with coworkers and customers via email, chat, teleconference, and/or phone

Compliance/legal requirements

• Quorum is an Equal Employment Opportunity employer. Qualified applicants will be considered for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, marital status, protected veteran status, or disability status.

• Quorum will make reasonable accommodations incompliancewith the Americans with Disabilities Act of 1990. Reasonable accommodations are available upon request for applicants and/or employees with qualifying disabilities throughout the application and employment process.

• Qualified Applicants with arrest or conviction records will be considered for employment in accordance with all applicable federal, state, city and local laws, rules, and regulations.

• This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. The company reserves the sole right and discretion to make changes to this job description.

• Each employee is required to uphold the Credit Union'scompliancewith all policies, procedures, and required regulations including the Bank Secrecy Act and our Anti-Money Laundering policy.

• This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.

**PLEASE NOTE**

We are not able to consider candidates for this role who reside in Montana, Nebraska, Rhode Island, or Puerto Rico

Quorum's opportunities are based in the US and US work authorization is required. We are not able to support current or future sponsorship.

Salary Range: $80,000 - $84,500 per year. Individual salary will vary based on skills and experience. Discretionary incentive compensation may be available based on company and individual performance.

Benefits: Medical, Vision, Dental, Retirement Benefits, and Paid Time Off (PTO)

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