Contact Center Quality Analyst, Sr. jobs in Fremont, CA

Contact Center - Corporate (Onsite)

Position Summary

The Contact Center Representative Lead will be responsible for the accurate and timely processes of various assignments within the Contact Center department, specific to assisting the service team. The Contact Center Representative Lead’s role involves, managing schedule, including break, lunches, conducting monthly audits, and to provide coaching to the service team.

The Contact Center Representative Lead provides personalized service to members via alternate channels (phone, email, web, fax, chat and in person) to attract, enhance, and retain member relationships. Incorporates Service Plus into all aspects of member contacts and continually build relationships with members to increase memberships. Further enhances these relationships through the cross-selling of products and services to meet all the members’ financial needs. Understands the detailed features and benefits of all products and services available and presents them in a professional manner. Strives to meets assigned goals, including but not limited to, share, deposit, lending and referral partner goals. Supports the Credit Union in all initiatives with a positive attitude and a willingness to get the job done.     

Essential Duties and Responsibilities 

• Responsible for assisting with and ensuring mailing is received and processed in a timely manner. Reviewing if mail gets processed correctly, reviewing audits to ensure Contact Center complies. Providing a high level of quality service and expertise to members and staff through Contact Center call queue.
• Assist employees by answering questions, addressing member concerns, and ensure a resolution is provided when needed. Referring issues beyond his/her authority to the immediate supervisor or appropriate individual or department within the credit union.
• Monitors calls in the call queue and provided feedback to employee from call coaching.
• Supporting department management with training and sharing member experiences during weekly service team meeting.
• Taking initiative to host weekly meetings and providing team with feedback on processes and or procedure updates for the department.
• Supporting department management with Saturday schedule, required to work at least 2 with the possibility of working 3 Saturday’s. Supporting department management with career development by conducting training and utilizing WebEx and or Teams to encourage: 
  1. Employee growth
  2. Employee support
• Effectively makes presentations to members on all consumer products. This requires extensive knowledge of all deposit, lending, business banking products. Assists members in opening all checking, savings, and certificate products. Provides members with dividend projections using the system calculation form, being able to manually calculate dividend projections. Must be capable of negotiating rates within guidelines when necessary. Maintains understanding of account ownership. 
• Answers questions about accounts and troubleshoots any problems/concerns that may arise during the conversation. 
• Performs other duties as assigned.

Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Do you want to be valued as an employee?  

Employees are Meriwest’s most valuable resource. We provide competitive wages and a supportive environment that promotes career advancement. Meriwest utilizes a grading system to determine salary ranges for all positions. Each grade is assigned a salary range which consists of a minimum, midpoint, and maximum rate. The Contact Center Representative Lead position is a Grade 8. 

• Salary Range: $29.40 to $44.10
• Target Range: $29.40 to $36.75*

*The target range for entry in a new position is between the minimum and midpoint of the range, depending on experience and qualifications.

We also offer an excellent, fully comprehensive benefits program, including:    

• Medical/Dental/Vision on the first day of employment for full-time employees   
• Free Long Term Care Insurance for employees   
• Tuition Reimbursement/Student Loan Repayment Plan   
• Pension Plan/401K   
• Bonus and incentive potential   
• Generous Paid Time Off (PTO)/Holiday program   
• Career growth support and planning programs   
• In-house fitness center   
• Discounts on new Mortgage after 6 months of employment    

Meriwest is an equal opportunity employer that is committed to inclusion and diversity. All qualified applicants will receive consideration for employment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.