Member Contact Center Team Lead

Department: Member Service Grade: 7
Reports To: MCC/ITM Manager Classification: Non-Exempt

Role:
Primary duties include day to day observation and assistance of Contact Center staff, and back-up to ITM Team Lead. Enhances the member experience through positive, efficient, accurate, and professional ITM & MCC interactions. Assists members and with their telephone transactions and ITM transaction requests when backing up. Perform a variety of account maintenance. Keeps manager informed of staff performance. Responsible for implementing existing policies, procedures, and systems involving member service functions. Coordinates, directs, and assigns work. Answers staff’s questions, and resolves more complex problems. Responsible for general training of Contact Center representatives.

Essential Functions & Responsibilities:

• Schedules Contact Center staff for highest combination of efficiency and service. Coordinate scheduling with ITM Team Lead.
• Assists with training, employee performance evaluations within the department; recommends promotions, transfers and salary adjustments; identifies performance problems and takes action to correct, including termination.
• Ensures appropriate records are maintained and required reports are prepared.
• Performs all MCC & ITM Representative functions and other job related duties as assigned.
• Assists members and potential members with their requests; using effective problem solving skills to resolve issues quickly and efficiently
• Protect Park Side’s financial interest by complying with the internal and external policies, procedures and regulations
• Builds relationships with members and potential members. Asks questions to determine needs while identifying cross-sell opportunities
• Consistently delivers the highest quality of service verified by member satisfaction scores.
• Remains current on credit union products, services, and promotions
• Performs other job related duties required or assigned.

Performance Measurements:

• Possess working knowledge of credit union structure, mission statement, core values, sales and service standards, and available products and services.
• Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
• Ensure the department is providing friendly, professional, personal service to all members by maintaining a cohesive, highly trained, motivated staff sufficient to meet daily department needs.
• Maintain a professional work environment and businesslike appearance.
• Ensure the department consistently achieves a minimum of 90% of assigned goals.
• Process member transactions with zero unresolved errors.
• Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
• Seeks participation in self-development activities

Knowledge, Skills and Abilities:

Experience

• 12 months of proven sales and relationship building experience preferred.

Education

• A high school education or GED.
• Associate degree (or equivalent experience) in related field preferred.

Interpersonal Skills

• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
• Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature.
• Work may involve motivating or influencing others.
• Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills

• Ability to operate related computer applications and business equipment
• Organizational skills and the ability to prioritize workload.
• Solid math and bookkeeping abilities.
• Good written and verbal communication skills.

Physical Requirements:

Communicating**
Especially where one must frequently convey detailed
or important instructions or ideas accurately and efficiently.

Average hearing
Able to hear average or normal conversations
and receive ordinary information.

Finger dexterity**
Using primarily just the fingers to make small movements
such as keyboarding, picking up small objects,
or pinching fingers together.

Repetitive motion**
Movements frequently and regularly required
using the wrists, hands, and/or fingers.

Average visual abilities**
Average, ordinary, vision necessary to prepare
or inspect documents or products, or operate machinery.

Physical strength
Sedentary work; standing occasionally
for periods of time. Exerts up to
30 lbs. of force occasionally.

Work Environment:

Typical office conditions apply. No hazardous or
significantly unpleasant conditions apply. Occasional travel required.

This job description is not a complete statement of all duties and responsibilities comprising this position.

Job Type: Full-time

Pay: From $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement

Schedule:

• Monday to Friday

Work Location: One location