Ashlandcu
About Us
Ashland Credit Union is a non‑profit, member‑owned credit union that has been providing exceptional service to members for over 80 years. Our mission is to empower members to achieve their financial goals while fostering a supportive community for staff and members alike.
Position Summary This Remote Service Assistant Manager will lead the Remote Services Department in Ashland, KY. The manager will oversee daily leadership of the Call Center/ITM Department, adhere to ACU policies, ensure consistent financial wellness conversations, and enhance member service using omnichannel tools.
Job Responsibilities
Assist the branch manager in engaging members through active listening, accurately identifying financial needs, and recommending appropriate products, services, or solutions.
Ensure the branch team consistently delivers excellent experiences for both service‑related and financial wellness needs by overseeing member service interactions and utilizing omnichannel tools.
Create a great member experience and solidify ACU loyalty by effectively responding to member needs.
Support the branch manager’s effort to teach, coach, and train branch staff on ACU policies and procedures, overseeing implementation in daily member interactions.
Coach branch team members to manage risk scenarios using sound judgment, high ethics, and prudence built upon extensive knowledge of ACU policies and procedures.
Act as a brand ambassador in all interactions with members, employees, ACU board members, and volunteers.
Actively participate in all required compliance and behavioral skill training to equip one for excellent job performance.
Assist in teaching, coaching, and training direct reports to utilize available resources such as outbound call, financial wellness conversations, targeted outreach campaigns, and center of influence activities to capitalize on each member interaction.
Ensure the team consistently meets service and financial wellness objectives, identify gaps, and collaborate to readjust approach as needed to meet quarterly goals.
Prepare ITM performance reports for management, assist with daily balancing of ITM cash totals vs. core system totals, and reconcile ITM check deposits.
Support the branch manager in managing the life cycle of employee engagement, including hiring, training collaboration, onboarding, performance management, coaching for success, accountability, recognition, development, mentoring, and work life balance for direct reports.
Perform additional responsibilities or projects as assigned by senior leadership or management to support branch and organizational goals.
Education & Experience Requirements
High School Diploma or Equivalent
Minimum 5 years of retail sales and service; retail branch banking preferred
Previous experience in leadership roles preferred
Required Skills & Abilities
Excellent verbal communication skills
Ability to work effectively in a fast‑paced environment, manage multiple priorities, and maintain accuracy
Ability to work Monday through Thursday 8 am to 5 pm EST, Friday 8 am to 6 pm, and occasional Saturdays 9 am to 1 pm
EEO Statement Ashland Credit Union is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are committed to diversity and inclusion in the workplace and do not discriminate on the basis of race, sex, age, handicap, religion, natural origin or any other basis of protected class or where prohibited by law.
#J-18808-Ljbffr
Position Summary This Remote Service Assistant Manager will lead the Remote Services Department in Ashland, KY. The manager will oversee daily leadership of the Call Center/ITM Department, adhere to ACU policies, ensure consistent financial wellness conversations, and enhance member service using omnichannel tools.
Job Responsibilities
Assist the branch manager in engaging members through active listening, accurately identifying financial needs, and recommending appropriate products, services, or solutions.
Ensure the branch team consistently delivers excellent experiences for both service‑related and financial wellness needs by overseeing member service interactions and utilizing omnichannel tools.
Create a great member experience and solidify ACU loyalty by effectively responding to member needs.
Support the branch manager’s effort to teach, coach, and train branch staff on ACU policies and procedures, overseeing implementation in daily member interactions.
Coach branch team members to manage risk scenarios using sound judgment, high ethics, and prudence built upon extensive knowledge of ACU policies and procedures.
Act as a brand ambassador in all interactions with members, employees, ACU board members, and volunteers.
Actively participate in all required compliance and behavioral skill training to equip one for excellent job performance.
Assist in teaching, coaching, and training direct reports to utilize available resources such as outbound call, financial wellness conversations, targeted outreach campaigns, and center of influence activities to capitalize on each member interaction.
Ensure the team consistently meets service and financial wellness objectives, identify gaps, and collaborate to readjust approach as needed to meet quarterly goals.
Prepare ITM performance reports for management, assist with daily balancing of ITM cash totals vs. core system totals, and reconcile ITM check deposits.
Support the branch manager in managing the life cycle of employee engagement, including hiring, training collaboration, onboarding, performance management, coaching for success, accountability, recognition, development, mentoring, and work life balance for direct reports.
Perform additional responsibilities or projects as assigned by senior leadership or management to support branch and organizational goals.
Education & Experience Requirements
High School Diploma or Equivalent
Minimum 5 years of retail sales and service; retail branch banking preferred
Previous experience in leadership roles preferred
Required Skills & Abilities
Excellent verbal communication skills
Ability to work effectively in a fast‑paced environment, manage multiple priorities, and maintain accuracy
Ability to work Monday through Thursday 8 am to 5 pm EST, Friday 8 am to 6 pm, and occasional Saturdays 9 am to 1 pm
EEO Statement Ashland Credit Union is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are committed to diversity and inclusion in the workplace and do not discriminate on the basis of race, sex, age, handicap, religion, natural origin or any other basis of protected class or where prohibited by law.
#J-18808-Ljbffr