Member Care Center Team Lead

Supports all Member Care Center operational activities. Responsible for delivering coaching and education to Member Care Center Associates. Supports activities of associates engaged in assisting members by telephone, email, and chat services. Conducts quality call monitoring, Member Care Center training, problem solving, administrative reports and monitoring workflow.

Responsibilities

Support and coordination of daily staff work efforts and floor management when management is unavailable; Communicate to associates on delivery of meeting member expectations; Support daily operations of the department including development of analysis, QC, mentoring/scheduling, and recognition programs; Provide guidance on routine problem-solving and respond to escalated issues; Maintain daily service level with a 10% or less abandon rate; Recommend changes to improve internal processes and member service; Deliver proper telephone etiquette; Prepare correspondence to members; Assist with associate training and development, inclusive of silent monitoring, quality assurance and cross-selling of all CU products and services; Assist in developing and maintaining updated training material; Assist with monitoring of associate performance and administering evaluations; Prepare various performance reports as assigned by management; Demonstrate knowledge of applicable regulations, procedures and laws affecting retail banking requirements; Respond to members and associates in use of third-party software related to telephone and online banking; Explain, promote and cross-sell beneficial credit union products and services to members for established referral/sales goals; Provide support for Member Care Center phone queue; Provide support for Virtual Services phone queue and help desk; Provide account balance, activity, and history; Perform account research, account transactions, check withdrawals, transfers, and account maintenance; Assist with dividend verification, common inquiries, NSF checks, and statement copies; Provide loan rates; Perform loan payments, term calculations, and loan payoff information; Inform members of savings, checking, money market, share certificates, IRA, and club account features and benefits; Maintain knowledge of Credit Union field of membership; Assist members with deposit account rates, stop payment orders, copies of share drafts and overdraft line of credit advances

Requirements

High school diploma or General Educational Development (GED); 3 to 5 years of similar or related experience; Minimum of 3 years' experience in call center/financial institution; Demonstrated experience in providing exceptional leadership and customer support in a fast-paced environment; Excellent written and verbal communication skills; Strong problem-solving skills and data analysis abilities; Advanced knowledge of Microsoft Office products, including spreadsheets, Outlook, and Word; Excellent interpersonal skills; High degree of reliability, commitment, teamwork and creative energy; Excellent time management skills; Passion for people, innovation, and growth

Nice to have

Associate's degree preferred or equivalent combination of education and experience; Call quality experience; Cisco experience

Benefits

Generous paid time off: paid holidays, floating holidays, personal days, vacation days, plus sick time; Low-cost Medical, Dental & Vision plans; Paid childcare assistance; Award-winning 401K; Gym fee reimbursement; Tuition Reimbursement; Student loan repayment