Virtual Services Assistant Manager - Winter Springs Operations Center

Job Description

Job Description

Insight Credit Union is looking for a passionate trusted financial advisor who is qualified to lead a team in a virtual member service environment.

The Virtual Services Assistant Manager is responsible for overseeing and leading a team of Virtual Services Representatives, ensuring exceptional service is delivered across all communication channels, including phone, video, chat, SMS, and email. This role requires a dynamic, proactive leader with strong interpersonal, technical, and managerial skills. This position will be responsible for maintaining a high standard of member satisfaction, driving team performance, fostering a positive team culture, and identifying opportunities to continuously improve service delivery. Must exhibit commitment to creating an environment that promotes a best-in-class approach while ensuring the team's success through coaching, performance management, workforce management and strategic oversight.

This position is located at:

270 Winding Hollow Blvd,

Winter Springs, FL 32708

Compensation & Benefits:

The position will provide a competitive salary of $61,275 annually. All our of current open positions are Full Time which include a comprehensive benefits package offering:

• Medical, Dental, Vision
• Free and Voluntary Life and Disability Insurance
• 401k with match up and 100% vested
• Paid Time Off
• Birthdays Off
• Tuition Reimbursement

Schedule & Training:

Shift includes 40 hours per week between Monday - Friday (8am - 6pm) and Saturday (9am - 12pm). Hours will be based on the needs of the department.

Dress Code Expectations: Must comply with member facing Dress Code policy and present a professional appearance. Insight logo wear required.

Responsibilities & Qualifications:

• Hires, trains, schedules, and monitors the work of member experience personnel. Ensures optimal coverage and efficient resource allocation across all channels. Ensures adherence to service level, minimizing wait times while maintaining cost-efficiency. Oversees intraday operations and make real-time adjustments to schedules and staffing in response to unexpected volume changes or agent availability. Generates and interprets workforce-related reports (e.g., occupancy, adherence) to identify trends, performance gaps, and opportunities for improvement. Uses WFM software and tools (e.g., Verint etc.) to manage forecasts, schedules, and real-time monitoring. Continuously evaluate system performance and recommend process or tool enhancements to improve efficiency.
• Monitors Lead and motivate a team of Virtual Services Representatives to consistently meet or exceed performance goals and service standards. Provides coaching, guidance, and performance feedback to ensure team members are achieving their targets while maintaining best-in-class service. Conducts regular one-on-one meetings with team members to discuss performance,
  provide development feedback, and identify growth opportunities. Reviews and analyzes member feedback, complaints, and escalations to identify root causes and implement corrective actions. Regularly conduct quality assurance audits to ensure service delivery aligns with organizational standards, policies, and member expectations. Provides a point of escalation for complex or high priority member issues, ensuring timely resolution and follow-up. Fosters a positive team culture based on mutual respect, accountability, and collaboration. Oversees the training and development of team members, ensuring they have the knowledge and resources to succeed in
  their roles.
• Takes member inquiries via any channel as needed, and assist members with account related questions and answers about products, services and consumer loans; research/resolves problems within their authority. Assists with opening accounts, loan applications, and assisting members electronically when needed. Takes on other tasks or projects to support employees, other managers, and credit union operations. Works with Virtual Services Representatives to focus on exceptional delivery of the end-to end member experience.
• Monitors and analyzes key performance indicators (KPIs), including call response times, issue resolution, member satisfaction scores, and team productivity. Provides regular reports and updates to leadership on team performance, member feedback, and opportunities for improvement. Uses data to make informed decisions and recommendations to drive operational improvements, enhancements to workflow, and technology processes. Refers problems that are beyond their authority to the next level supervisor with their recommendations. Conducts appropriate research and seeks to resolve problems within their authority. Performs quality control on all necessary documents and processes relating to the overall member experience, account and loan processes, and funding. Acts as backup to the Senior Virtual Services Manager in their absence.
• Performs other job-related duties as assigned.

Experience: Three years to five years of similar or related experience. Minimum two years of supervisory experience. Experience in using multiple communication tools, contact center software, and CRM systems.

Education: A high school education or GED.

Interpersonal Skills: Work iWork involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills:

• Excellent customer service skills
• Strong ability to motivate, guide, and manage a team to achieve high performance and
  service excellence.
• Ability to interact with all levels of management, employees, peers, and members
• Strong verbal and written skills
• Knowledge of basic mathematics
• Ability to prioritize and organize job tasks.
• Ability to perform multiple tasks simultaneously while under strict time deadlines without sacrificing quality of output.
• Ability to carry out detailed written and oral instructions.

Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however some filing is required. This would require the ability to lift files, open filing cabinets and bending as necessary.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment and employees service visitors and members via omni channel resources including video, internet, phone, chat, and mail services.

Insight Credit Union is an Equal Opportunity Employer, including Disability/Veterans

Must be able to pass a credit and background check. Any job offer is contingent on credit and background results.