Assistant Manager - Call Center/Support Service

Southwest Airlines Federal Credit Union - Dallas, TX (30+ days ago)3.4


Southwest Airlines Federal Credit Union has an immediate opening for a Call Center/Support Service Assistant Manager in our Dallas office located near North Love Field. Southwest Airlines Federal Credit Union provides a complete array of financial services for all employees and families of Southwest Airlines and over 200 more companies across the United States. Since our inception we have continued to maintain a rapid pace of growth throughout our four branches in TX and AZ! We now serve over 50,000 members nationwide and we’re still growing! Our members enjoy the most elite financial services and the best member service around! Join SWACU now to begin your New Adventure!

How does this position impact the Credit Union...

Oversee, assist and monitor call center staff as they work with new and existing members to analyze and recommend credit union services appropriate to meet checking, savings, or lending needs such as opening new accounts, member service requests, processing loans and making loan decisions. Assist Support Service Officers with their job duties such as funding loans, completing title work and processing various back office functions. The Call Center/Support Service Assistant Manager will answer questions, solve problems, and assist with complex issues from direct staff and other departments as needed.

Let's talk details...

All qualified candidates will need to pass a CREDIT and BACKGROUND CHECK.

Specific duties required for the position include, but are not limited to:

Provides leadership to personnel through effective objective setting.
Ensures that member service functions are performed in accordance with established policies and standards.
Coach employees when needed.
Underwrite loan applications within assigned lending authority.
Receive and direct member calls and responds to inquiries and questions if possible or directs them as necessary.
Keeps management abreast of department activities and of any significant problems.
Proactive in assessing and providing suggestions for improved service.
Tracks individual employee progress and assists with performance appraisals as required.
Provides support and suggestions for employee improvement.
Perform regular and consistent call monitors.
Completes required reports and related documents promptly and accurately.
Actively manage Call Center phone queues and assist when needed.
Analyze daily, weekly, monthly call queue statistics to ensure proper service levels.

Skills/Abilities:
Have a great attitude, be enthusiastic and passionate about what you do.
Strong interpersonal, leadership, and supervisory skills.
Well organized.
Ability to operate related computer applications and related business equipment.
Attention to detail.
Ability to maintain an effective and efficient work flow.

Amazing Benefits:
SWACU is proud to offer our people a professional environment that combines providing our members with first-in-class service ~ while having lots of fun at the same time! Currently our Part Time positions do not offer Health benefits. However you can take advantage of Free Checking Accounts, Personal Time Off (PTO), and Extra Paid Holidays!

What’s not to love, start your Adventure NOW!

SWACU does not tolerate discrimination in its employment practices. No question in this post is used for the purpose of limiting or excluding an applicant from consideration for employment on the basis of his or her sex, race, ethnicity, color, religion, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status, marital status, or any other protected status under the applicable federal, state and local laws.