Member Experience Assistant Manager- Contact Center at Lake Trust Credit Union in Brighton, Michigan

Job Description:

Member Experience Assistant Manager- Contact Center


This position is located in Brighton, MI



More Than A Job!



Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us.



Benefits Include

• Financial Wellbeing Services


• 401(K) matching up to 5%


• Heath Insurance with Wellness Incentives


• Employee Wellbeing Services


• DE&I Initiatives


• Work-Life Balance

Job Summary



The Member Experience Assistant Manager is passionate about inspiring team members to build engaging relationships with our members to help them along their journey to financial success and overall wellbeing. This person is agile and thrives on coaching and developing others. They are committed to assisting the Member Experience Manager in delivering the best Member Experience to our members while maintaining operational excellence in our in our Relationship Center and/or Contact enter. As part of Team Lake Trust, this person will have a strong sense of teamwork and will collaborate with others to empower wellbeing and multiply positive impact. Member Experience Assistant Managers will be an advocate for our members and the communities we serve while helping to reach and exceed Lake Trust goals and implement strategic initiatives.



What you'll do

• Assist Member Experience Manager in providing leadership and coaching to the team, in ensuring operational excellence, quality member service, and goal attainment.


• Work with team to build and deepen member relationships by assisting members on their financial wellbeing journey and offering solutions to advance their success.


• Demonstrate excellent communication skills, think creatively and use sound judgement when working with your team to solve problems, focusing on one stop resolution for our members.


• Provide direction on all operational aspects of the department including cash handling, security, audit procedures, and compliance.


• Be adaptable and remain flexible in the face of rapidly changing business needs.


• Expand and grow strong relationships among peers and other departments, encourage open communication and collaboration.


• Assist Member Experience Manager in conducting meetings, huddles, and training sessions.


• Assist team with transactions and procedures as needed.


• Maintain knowledge of products, services, and procedures to effectively service members.


• Perform other duties as required and/or assigned.

What you'll bring

• High school diploma required, Associate or Bachelor's degree preferred.


• Minimum of 1-2 years of supervisory and/or coaching/mentoring experience required or demonstrated leadership ability within the organization.


• Excellent problem solving and communication skills.


• Ability to quickly adapt to changing priorities.


• Passion for leading and coaching others.


• Ability to motivate and inspire team.


• Proven ability to support a strong member service culture while building member wellbeing.


• Ability to maintain high degree of confidentiality and professional demeanor in all situations.


• Willingness and ability to support other locations as needed.


• Willingness and ability to assume Member Experience Manager responsibilities as needed

What you'll get



We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy:

• Working with an energetic team focused on making our members wildly successful


• An opportunity to work with others that have your back every step of the way


• Opportunities to make a difference both inside and outside of our walls


• Being treated like you are more than the work you do

Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities. Apply Now