Msr jobs in United States

Job DescriptionRepurchase Facility / Asset-Based Finance / Capital Markets Associate Attorney (3+ Years) – Charlotte, NC & New York, NY Direct Counsel is seeking a Capital Markets Associate Attorney to join a highly regarded law firm in its Charlotte, NC or New York, NY office. About the Role: The firm’s Capital Markets practice is looking for an associate with at least 3 years of experience representing banks and financial institutions in master repurchase agreements, whole loan trades, and other secured lending transactions. Ideal candidates will have experience in: • Warehouse lending transactions backed by commercial and residential real estate loans, • Structured repurchase transactions, • 3+ years of experience in capital markets and structured finance, • Background in repurchase agreements, warehouse lending, and structured finance transactions, • J.D. from an accredited law school, • Admission to the New York or North Carolina Bar (or eligibility to waive in)Compensation:, • Anticipated annual base salary range: $235,000 – $390,000 Interested? Apply now!

Job Description Job Title: Member Services Representative (Benefits Specialist) Extended Hours Differential Pay Added for Working Extended Hours Department: Member Services The 32BJ Benefit Funds is growing, and we’re currently seeking mission-driven Benefit Specialists (Member Services Representatives) to join our team. We offer: • Competitive Salary coupled with a great work/life balance, • Prime Location - Flatiron District in Manhattan (NYC), • Comprehensive Health Package including medical, dental & vision coverage with no employee contribution to the premium for a family plan, • Pension Benefit that includes monthly employer contributions, • Retirement Benefit that includes 3% 401K employer contributions, • Professional Coverage/Reimbursement includes Tuition Reimbursement Program, • Paid Time Off including vacation, personal, and sick days, • Federal Paid Holidays – Up to 11 days off with pay, • And more... FLSA Status: Non-Exempt (Eligible for OT per business needs) Work Hours & Shift: 35 Total (Tuesday-Friday 12:00pm-8:00pm and Saturday 9:00am-5:00pm) Differential Pay Added for Working Extended Hours About Us: Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues. For 2023 and beyond, 32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more. Through this technology investment, we have gathered and analyzed thousands of data insights to influence health insurance legislation and propose new health policy. Our efforts have galvanized many leaders and the consensus is there is plenty more work to be done. Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A Position Summary: After extensive paid training and under the supervision of the Member Services Call Center or Welcome Center Supervisor and MSR 2/3 Team, works as a Benefits Specialist for the Member Services Call Center or Welcome Center to assist participants with information for all the benefits offered by the Fund. Essential Duties and Responsibilities: • Collecting and analyzing data/information to resolve a problem in real time, at high volume standards., • Provide customer service to participants to resolve eligibility or Fund benefit issues., • Displayed proficiency in all processing systems: eligibility process, Health benefits and system, COOL/V3/DYNAMICS system, CRM/WF and vendor systems, • Displayed proficiency in all Funds (Health, Pension, Legal, SRSP, Shortman)., • Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance., • Follow workflows to resolve participant questions., • Representatives analyze and interpret customer phone and written correspondence., • Ongoing management of own inventory of work accumulated through Participant interactions/inquiries. These inquiries will involve customer complaints or inquiries on eligibility, enrollment, benefits and claims, and Pension related issues., • Operating computers with multiple information screens to research and resolve customer inquiries on line., • Representatives ensure that all processing meets or exceeds MSR Quality measurement objective and performance standards, including, but not limited to, handling and documentation., • Ability to effectively communicate to Participants., • Perform any other relevant, related or pertinent work or duties as requested or assigned. Qualifications: To perform the job satisfactorily, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. As well, the candidate must be free of any disciplinary actions. Technical Skills: • Strong computer skills., • Detailed knowledge of benefits as displayed in training and determined through subject matter exams utilizing OneView, vendor systems, COOL/V3/DYNAMICS and CRM processing system., • Ability to prioritize work and meet deadlines., • A demonstrated capability to manipulate and use multiple software programs and macros simultaneously including Excel, Microsoft Word, Windows and Outlook applications., • Strong analytical, problem solving and decision-making skills., • Excellent organizational and prioritizing skills., • Strong ability to multitask., • Various work schedules available. Interpersonal Skills: • Strong oral and written interpersonal skills., • Demonstrated customer service orientation., • Ability to effectively operate in fast-paced work environment., • Excellent listening skills., • Detail oriented with excellent organization and communication skills., • Experience working directly with customers. Education and/or Experience: High School diploma, some college preferred; Health Care, Employee Benefits and/or Customer Service experience are strongly preferred. Bilingual Language Skills: Fluent in multiple languages is a plus, but not required. Reasoning Ability: Above average. Certificates, Licenses, Registrations: None Work Hours & Shift: 35 Total (Tuesday-Friday 12:00pm-8:00pm and Saturday 9:00am-5:00pm) Differential Pay Added for Working Extended Hours Work Hours & Shift: 35 Total (Tuesday-Friday 12:00pm-8:00pm and Saturday 9:00am-5:00pm) Differential Pay Added for Working Extended Hours

Job Description Job Title: Member Services Representative (Benefits Specialist) Extended Hours Differential Pay Added for Working Extended Hours Department: Member Services The 32BJ Benefit Funds is growing, and we’re currently seeking mission-driven Benefit Specialists (Member Services Representatives) to join our team. We offer: • Competitive Salary coupled with a great work/life balance, • Prime Location - Flatiron District in Manhattan (NYC), • Comprehensive Health Package including medical, dental & vision coverage with no employee contribution to the premium for a family plan, • Pension Benefit that includes monthly employer contributions, • Retirement Benefit that includes 3% 401K employer contributions, • Professional Coverage/Reimbursement includes Tuition Reimbursement Program, • Paid Time Off including vacation, personal, and sick days, • Federal Paid Holidays – Up to 11 days off with pay, • And more... FLSA Status: Non-Exempt (Eligible for OT per business needs) Work Hours & Shift: 35 Total (Tuesday-Friday 12:00pm-8:00pm and Saturday 9:00am-5:00pm) Differential Pay Added for Working Extended Hours About Us: Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues. For 2023 and beyond, 32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more. Through this technology investment, we have gathered and analyzed thousands of data insights to influence health insurance legislation and propose new health policy. Our efforts have galvanized many leaders and the consensus is there is plenty more work to be done. Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A Position Summary: After extensive paid training and under the supervision of the Member Services Call Center or Welcome Center Supervisor and MSR 2/3 Team, works as a Benefits Specialist for the Member Services Call Center or Welcome Center to assist participants with information for all the benefits offered by the Fund. Essential Duties and Responsibilities: • Collecting and analyzing data/information to resolve a problem in real time, at high volume standards., • Provide customer service to participants to resolve eligibility or Fund benefit issues., • Displayed proficiency in all processing systems: eligibility process, Health benefits and system, COOL/V3/DYNAMICS system, CRM/WF and vendor systems, • Displayed proficiency in all Funds (Health, Pension, Legal, SRSP, Shortman)., • Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance., • Follow workflows to resolve participant questions., • Representatives analyze and interpret customer phone and written correspondence., • Ongoing management of own inventory of work accumulated through Participant interactions/inquiries. These inquiries will involve customer complaints or inquiries on eligibility, enrollment, benefits and claims, and Pension related issues., • Operating computers with multiple information screens to research and resolve customer inquiries on line., • Representatives ensure that all processing meets or exceeds MSR Quality measurement objective and performance standards, including, but not limited to, handling and documentation., • Ability to effectively communicate to Participants., • Perform any other relevant, related or pertinent work or duties as requested or assigned. Qualifications: To perform the job satisfactorily, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. As well, the candidate must be free of any disciplinary actions. Technical Skills: • Strong computer skills., • Detailed knowledge of benefits as displayed in training and determined through subject matter exams utilizing OneView, vendor systems, COOL/V3/DYNAMICS and CRM processing system., • Ability to prioritize work and meet deadlines., • A demonstrated capability to manipulate and use multiple software programs and macros simultaneously including Excel, Microsoft Word, Windows and Outlook applications., • Strong analytical, problem solving and decision-making skills., • Excellent organizational and prioritizing skills., • Strong ability to multitask., • Various work schedules available. Interpersonal Skills: • Strong oral and written interpersonal skills., • Demonstrated customer service orientation., • Ability to effectively operate in fast-paced work environment., • Excellent listening skills., • Detail oriented with excellent organization and communication skills., • Experience working directly with customers. Education and/or Experience: High School diploma, some college preferred; Health Care, Employee Benefits and/or Customer Service experience are strongly preferred. Bilingual Language Skills: Fluent in multiple languages is a plus, but not required. Reasoning Ability: Above average. Certificates, Licenses, Registrations: None Work Hours & Shift: 35 Total (Tuesday-Friday 12:00pm-8:00pm and Saturday 9:00am-5:00pm) Differential Pay Added for Working Extended Hours Work Hours & Shift: 35 Total (Tuesday-Friday 12:00pm-8:00pm and Saturday 9:00am-5:00pm) Differential Pay Added for Working Extended Hours

Job Description Job Title: Member Services Representative (Benefits Specialist) Department: Member Services The 32BJ Benefit Funds is growing, and we’re currently seeking mission-driven Benefit Specialists (Member Services Representatives) to join our team. We offer: • Competitive Salary coupled with a great work/life balance, • Prime Location - Flatiron District in Manhattan (NYC), • Comprehensive Health Package including medical, dental & vision coverage with no employee contribution to the premium for a family plan, • Pension Benefit that includes monthly employer contributions, • Retirement Benefit that includes 3% 401K employer contributions, • Professional Coverage/Reimbursement includes Tuition Reimbursement Program, • Paid Time Off including vacation, personal, and sick days, • Federal Paid Holidays – Up to 11 days off with pay, • And more... FLSA Status: Non-Exempt (Eligible for OT per business needs) Work Hours: 35 Total (Available shifts Monday-Friday 8:30am-6:00pm) About Us: Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues. For 2023 and beyond, 32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more. Through this technology investment, we have gathered and analyzed thousands of data insights to influence health insurance legislation and propose new health policy. Our efforts have galvanized many leaders and the consensus is there is plenty more work to be done. Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A Position Summary: After extensive paid training and under the supervision of the Member Services Call Center or Welcome Center Supervisor and MSR 2/3 Team, works as a Benefits Specialist for the Member Services Call Center or Welcome Center to assist participants with information for all the benefits offered by the Fund. Essential Duties and Responsibilities: • Collecting and analyzing data/information to resolve a problem in real time, at high volume standards., • Provide customer service to participants to resolve eligibility or Fund benefit issues., • Displayed proficiency in all processing systems: eligibility process, Health benefits and system, COOL/V3/DYNAMICS system, CRM/WF and vendor systems, • Displayed proficiency in all Funds (Health, Pension, Legal, SRSP, Shortman)., • Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance., • Follow workflows to resolve participant questions., • Representatives analyze and interpret customer phone and written correspondence., • Ongoing management of own inventory of work accumulated through Participant interactions/inquiries. These inquiries will involve customer complaints or inquiries on eligibility, enrollment, benefits and claims, and Pension related issues., • Operating computers with multiple information screens to research and resolve customer inquiries on line., • Representatives ensure that all processing meets or exceeds MSR Quality measurement objective and performance standards, including, but not limited to, handling and documentation., • Ability to effectively communicate to Participants., • Perform any other relevant, related or pertinent work or duties as requested or assigned. Qualifications: To perform the job satisfactorily, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. As well, the candidate must be free of any disciplinary actions. Technical Skills: • Strong computer skills., • Detailed knowledge of benefits as displayed in training and determined through subject matter exams utilizing OneView, vendor systems, COOL/V3/DYNAMICS and CRM processing system., • Ability to prioritize work and meet deadlines., • A demonstrated capability to manipulate and use multiple software programs and macros simultaneously including Excel, Microsoft Word, Windows and Outlook applications., • Strong analytical, problem solving and decision-making skills., • Excellent organizational and prioritizing skills., • Strong ability to multitask., • Various work schedules available. Interpersonal Skills: • Strong oral and written interpersonal skills., • Demonstrated customer service orientation., • Ability to effectively operate in fast-paced work environment., • Excellent listening skills., • Detail oriented with excellent organization and communication skills., • Experience working directly with customers. Education and/or Experience: High School diploma, some college preferred; Health Care, Employee Benefits and/or Customer Service experience are strongly preferred. Bilingual Language Skills: Fluent in multiple languages is a plus, but not required. Reasoning Ability: Above average. Certificates, Licenses, Registrations: None Work Hours: 35 Total (Available shifts Monday-Friday 8:30am-6:00pm) Work Hours: 35 Total (Available shifts Monday-Friday 8:30am-6:00pm)

Job Description 12 places are open for the 2025-2026 term, with a duration of 6 or 12 months at the applicant's option. The intent of the fellowship is to focus on high risk research: ambitious projects that may not produce results, but will have lasting impact if they work. We believe that publication in AI/ML has become overly biased towards short-term and iterative results, despite major gaps in our understanding of how to build optimal models. The goal of these fellowships is to give awardees uninterrupted time to focus on harder open problems, with adequate compute, talented peers, and weekly 1:1 mentorship from senior researchers but without chasing specific metrics. You will be expected to spend about 80% of your time on your own research, and up to 20% of your time either assisting other fellows or participating in wider research programs at IMI. We focus largely on applied research and its applications to online security problems, but often publish and support frontier research aligned with our broader interests. Serving hundreds of millions of people gives us a unique perspective as to what works at scale. Eligibility: prior fellows and research staff have come from disparate backgrounds, including early career researchers previously at MSR, FAIR, Mila, MPI, etc. and self taught mid career engineers transitioning into research. If you have done interesting work, that is enough. We do not discriminate on the basis of pedigree or age. You may reside anywhere in the world, excluding sanctioned jurisdictions. Please note: This will be a remote fellowship, aside from possible conference travel. We do not sponsor visas. Deliverables: we do not have hard targets, but generally try to get 1-2 papers with code done in a year, targeting NeurIPS, ICML, ICLR, etc. At the end of your fellowship, if the threshold for publication at a conference or in a journal is unmet we will expect a final report, which may be published as a blog post. Full details are available at: (imachines dot com slash imi-ai-ml-fellowships-2025-2026-high-risk-research) Applying: send a brief bio / CV link via this page. Include 1) the topic you are interested in working on, 2) a few lines on any relevant prior work you've done, 3) your github / scholar / x links, 4) your desired start date, duration, and other obligations (if any) during that period, and 5) a brief analysis of one of the projects outlined on the page linked above. Each project we have listed intentionally includes some gaps or glosses. List the ones you see, and how you'd solve them. Alternatively, if you dislike the projects outlined under a particular topic, briefly write up your own idea and why it is more promising, along with your estimate of time and compute required. Deadline: Admitting fellows in two cohorts. Deadlines for consideration: Oct 1 25, Feb 1 26. 3 week decision period. Rolling thereafter. Compensation: competitive location-adjusted stipend, conference and travel support for conferences with accepted papers. Selection criteria: novelty and importance, clarity of approach, feasibility given time/compute, alignment with topics. Panel review and one interview. Selection will be based solely on merit. IMI is an equal opportunity employer, and does not discriminate on the basis of age, disability, sex, orientation, race, religion or belief. We promote equality of opportunity for all, and welcome applications from anyone with talent, skills and potential.

Job Description Job Title: Member Services Representative (Benefits Specialist) Department: Member Services The 32BJ Benefit Funds is growing, and we’re currently seeking mission-driven Benefit Specialists (Member Services Representatives) to join our team. We offer: • Competitive Salary coupled with a great work/life balance, • Prime Location - Flatiron District in Manhattan (NYC), • Comprehensive Health Package including medical, dental & vision coverage with no employee contribution to the premium for a family plan, • Pension Benefit that includes monthly employer contributions, • Retirement Benefit that includes 3% 401K employer contributions, • Professional Coverage/Reimbursement includes Tuition Reimbursement Program, • Paid Time Off including vacation, personal, and sick days, • Federal Paid Holidays – Up to 11 days off with pay, • And more... FLSA Status: Non-Exempt (Eligible for OT per business needs) Work Hours: 35 Total (Available shifts Monday-Friday 8:30am-6:00pm) About Us: Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues. For 2023 and beyond, 32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more. Through this technology investment, we have gathered and analyzed thousands of data insights to influence health insurance legislation and propose new health policy. Our efforts have galvanized many leaders and the consensus is there is plenty more work to be done. Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A Position Summary: After extensive paid training and under the supervision of the Member Services Call Center or Welcome Center Supervisor and MSR 2/3 Team, works as a Benefits Specialist for the Member Services Call Center or Welcome Center to assist participants with information for all the benefits offered by the Fund. Essential Duties and Responsibilities: • Collecting and analyzing data/information to resolve a problem in real time, at high volume standards., • Provide customer service to participants to resolve eligibility or Fund benefit issues., • Displayed proficiency in all processing systems: eligibility process, Health benefits and system, COOL/V3/DYNAMICS system, CRM/WF and vendor systems, • Displayed proficiency in all Funds (Health, Pension, Legal, SRSP, Shortman)., • Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance., • Follow workflows to resolve participant questions., • Representatives analyze and interpret customer phone and written correspondence., • Ongoing management of own inventory of work accumulated through Participant interactions/inquiries. These inquiries will involve customer complaints or inquiries on eligibility, enrollment, benefits and claims, and Pension related issues., • Operating computers with multiple information screens to research and resolve customer inquiries on line., • Representatives ensure that all processing meets or exceeds MSR Quality measurement objective and performance standards, including, but not limited to, handling and documentation., • Ability to effectively communicate to Participants., • Perform any other relevant, related or pertinent work or duties as requested or assigned. Qualifications: To perform the job satisfactorily, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. As well, the candidate must be free of any disciplinary actions. Technical Skills: • Strong computer skills., • Detailed knowledge of benefits as displayed in training and determined through subject matter exams utilizing OneView, vendor systems, COOL/V3/DYNAMICS and CRM processing system., • Ability to prioritize work and meet deadlines., • A demonstrated capability to manipulate and use multiple software programs and macros simultaneously including Excel, Microsoft Word, Windows and Outlook applications., • Strong analytical, problem solving and decision-making skills., • Excellent organizational and prioritizing skills., • Strong ability to multitask., • Various work schedules available. Interpersonal Skills: • Strong oral and written interpersonal skills., • Demonstrated customer service orientation., • Ability to effectively operate in fast-paced work environment., • Excellent listening skills., • Detail oriented with excellent organization and communication skills., • Experience working directly with customers. Education and/or Experience: High School diploma, some college preferred; Health Care, Employee Benefits and/or Customer Service experience are strongly preferred. Bilingual Language Skills: Fluent in multiple languages is a plus, but not required. Reasoning Ability: Above average. Certificates, Licenses, Registrations: None Work Hours: 35 Total (Available shifts Monday-Friday 8:30am-6:00pm) Work Hours: 35 Total (Available shifts Monday-Friday 8:30am-6:00pm)

Administrative Assistant To Support Msr - Consultant / Contract Role. Administrative assistant to support MSR - consultant / contract role.

Research Internships at Microsoft provide a dynamic environment for research careers with a network of world-class research labs led by globally-recognized scientists and engineers, who pursue innovation in a range of scientific and technical disciplines to help solve complex challenges in diverse f

Job Description Member Service Representative - Russian VillageCareMAX 112 Charles Street, New York, NY 10014 COME WORK FOR THE LEADING, LOCAL MANAGED CARE COMPANY - VILLAGE CARE! VillageCare is looking for a self-motivated Member Services Representative responsible for handling all calls that come through our call center. The MSR serves as the main point of communication for assisting members in accessing services, solving problems and communicating with other members of the Interdisciplinary Care Team. Some of your daily activities will include: • Handling incoming telephone calls and answering questions for members and providers, • Assisting members in accessing all necessary covered and non-covered services in conjunction with plan of care., • Data entry for authorizations under the direction of the Care Management Supervisor., • Arrange appointments with physicians and other health care provider services. Must reside within the New York Tri-State Area - NY, NJ, or CT. There are many benefits to working for VillageCare. If you are someone who likes being part of a team, enjoys a highly competitive benefits package from world leading carriers and competitive compensation, than we would love to speak with you! VillageCare is an Equal Opportunity Employer. Job Posted by ApplicantPro

Job Description About MCU: At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people. Our Mission: To help hard-working New Yorkers build better tomorrows Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures Overview: The Member Contact Center Assistant Manager provides leadership, oversight, development, coaching and training of a high performance team of contact center member service representatives to ensure a first-call resolution response while continually providing an excellent member service experience. Maintain effective oversight and leadership in a high volume contact center environment. Responsibilities: Specific duties include, but are not limited to, the following: • Responsible for leading, supervising, and managing a team of 12 – 15 call center representatives to ensure effective and efficient member service in a high volume first call resolution environment., • Observe, monitor, and coach contact center MSR’s to provide a premier member experience and first call resolution with 90% of calls handled in single contact resolution., • Schedule, assign, and coordinate proper coverage of call volume based on skill set and routing., • Handle all escalated member calls from level, 2, 3 and 4 agents along with all escalated calls from third party service providers., • Manage ticketing and response process for third party vendors, member communication channels, and digital experience channels to ensure timely response and handling of member requests., • Identify trends based on communication channels and make recommendations for process improvements, system changes, or other adjustments to ensure a strong member experience., • Identify trends based on communication channels and make recommendations for process improvements, system changes, or other adjustments to ensure a strong member experience., • Meet and exceed critical KPI’s for success of contact center, including but not exclusively (Average Speed to Answer, Adherence, QA Scoring, Account Referrals, Loan Referrals), • Evaluate knowledge gaps in agent performance and develop policies, procedures, and guides to assist with improving member experience., • Hire, Onboard, Train, and Coach MSR’s to ensure consistent performance and member experience., • Conduct side-by-side or silent listening to MSR live calls to evaluate performance and manage member experience through on-the-call and on-the-spot coaching., • Conduct call calibration sessions with MSRs and QA using recorded calls. Ensure at minimum 5 per team member per month., • Act as a resource to agents regarding procedural, process, or risk related issues., • Provide regular reporting to agents and management on team performance to KPI’s., • Provide regular one-on-one’s for agents to ensure consistent performance and appropriate performance management., • Prepare annual performance appraisals for MSR’s., • Provide back up support to MSR queues during high volumes as needed., • Perform other related duties as requested and special projects as assigned Requirements: • Demonstrated success in planning, organizing, leading people and activities. Ability to motivate, direct and coach staff., • Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail., • Technologically proficient., • Excellent interpersonal, oral and written communication skills., • Banking experience preferred., • 3-5 years’ Call Center experience required., • Previous Call Center management/leadership/supervisory experience preferred., • Previous sales experience preferred., • Ability to multi-task; good time management skills., • Ability to work well under pressure., • Ability to demonstrate critical thinking., • Excellent research and problem-solving skills., • Flexibility to work any shift, including early mornings, evenings and Saturdays., • Proficiency in Microsoft Office Suite., • Highly ethical. Why you'll be a good fit: Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following Results - We are passionate about winning. Agility - We proactively anticipate, respond and pivot to ensure MCU wins. Integrity - We operate with the highest ethical standards and highest degree of honesty. Belonging - We cultivate a culture of inclusion and teamwork. Ownership - We take personal responsibility and hold ourselves accountable for the results. What we can offer you: Competitive compensation, medical and dental benefits. 401K with employer match Flexible paid time off Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including, but not limited to knowledge, skills and abilities, as well as geographic location. Incentives and/or benefits packages may vary depending on the position. Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws. We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.