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Assistant Manager, Member Service Center (Call Center)
Customer Service
Rome, NY, USA · Georgetown, PA, USA
USD 62,353.2-74,488.71 / year
Posted on Aug 21, 2026
Assistant Manager, Member Service Center (Call Center)
Location: Rome, NY
Compensation: $62,353.20 to $74,488.71 annually, actual rate will depend on experience
Status: Full-Time, Exempt
Assistant Member Service Center Manager (Call Center) - Summary
Are you a people-focused leader who thrives in a fast-paced service environment? As the Assistant Member Service Center Manager, you will help lead the daily operations of our Member Service Center (Call Center) while coaching employees, improving team performance, and ensuring every interaction delivers an exceptional member experience. This role is ideal for a hands-on leader who is ready to make decisions, develop talent, and help the team achieve its goals.
What You'll Do as an Assistant Member Service Center Manager
Lead and Develop the Team
- Supervise and support both on-site and remote employees in a call center environment
- Set clear expectations and provide real-time coaching
- Recognize strong performance and support employee growth
- Participate in hiring, onboarding, training, and performance evaluations
Drive Daily Operations
- Make staffing, scheduling, workflow, and service-level decisions
- Review timecards and adjust resources based on service demands
- Step in to assist with calls, chats, service tickets, account servicing, and escalated member concerns
Monitor and Improve Performance
- Track service and productivity metrics using reporting and Wallboard tools
- Take action when performance falls outside established expectations
- Identify operational trends, service risks, and improvement opportunities
- Communicate concerns and recommended solutions to leadership
Support Consistency and Compliance
- Reinforce procedures and support the rollout of new initiatives
- Maintain knowledge of operational systems and service tools
- Follow applicable policies, regulatory requirements, and risk controls, including BSA and SAFE Act requirements
About AmeriCU Credit Union
AmeriCU is a not-for-profit credit union based in Rome, NY with over $3 billion in assets and serving more than 200,000 members across Central New York and beyond. For over 75 years, we have remained committed to our members, employees, and communities.
We are proud to have been recognized as one of the Best Companies to Work for in New York State and named by American Banker as one of the Best Credit Unions to Work for in the United States.
Come grow with us!
Whether you are just starting out or have been working in your field already, we offer opportunities for growth and advancement. It is our goal to hire employees who will provide exceptional service to our members and who value giving back and supporting the communities we serve. In addition, we offer the following benefits:
Competitive rates on our Medical, Dental and Vision plans
Generous contribution to your Health Savings Account, if you choose to enroll in one of AmeriCU’s High Deductible Health plans
Paid Holidays
Paid Time off – Vacation, Personal or Sick and Birthday
Employee Appreciation Events
401(k) Matching after 1 year of employment
Employee Assistance Program
Tuition Reimbursement for Full-time employees after 1 year of employment
Life Insurance & Accidental Death & Dismemberment Insurance, free to all Full-time employees
Enhanced Short Term Disability – at no cost to you!
Learn more:
- https://www.americu.org/in-our-community/
- https://www.americu.org/why-americu/