Contact Center Lead

Wellby Financial•Sugar Land, TX

7d•Hybrid

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Position Summary The Contact Center Lead will assist Member Service Representatives in performing their duties, such as responding to member inquiries and resolving issues or complaints. The role is also responsible for the Member Service Representatives' training, development, coaching, and quality assurance.

Requirements

Knowledge of Wellby’s organizational functions and general operating policies and procedures.
Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
Knowledge of credit union services and products.
Knowledge of personal computer, utilizing Microsoft Office Suite and other software’s.
Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding devices.
Skilled in exercising initiative and using good judgment to make sound decisions.
Skilled in interacting with staff, management, vendors, and members diplomatically and tactfully.
Skilled in responding to requests regarding complex financial information/data.
Ability to navigate various digital platforms and understand, assess, and communicate through them.
Ability to work in stressful, high-pressure situations and handle multiple tasks simultaneously.
Ability to handle difficult situations with poise and professionalism.
Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
Ability to work in a fast-paced team environment with exceptional customer service skills.
Ability to communicate clearly and concisely, orally and in writing.
High School Diploma or equivalent required.
Minimum five (5) years of financial services and contact center experience or similar required.
Need to be able to work both onsite (at all locations) and remotely based on business needs.
Experience in work, which progressively displays increased levels of responsibility.
Bondable For All Candidates

Nice To Haves

Bachelor’s degree in business administration, management, or a related field preferred.
Minimum two (2) years of leadership experience preferred.
Experience in responding effectively to extremely sensitive, complex, and/or urgent member requests.
Bilingual preferred.

Responsibilities

Willingness and ability to exhibit Wellby Core Values every day.
Works purposefully and is driven to provide the best team member experience.
Competent in all areas of the contact center, including member servicing, loan origination, and relationship building.
Provide support with daily activities, including chat support, team member schedule adherence, team coaching, and member escalations.
Handle escalated member issues and complaints, resolving them quickly and effectively.
Escalates member feedback to management and makes member callbacks to support net promoter efforts.
Applies advanced knowledge and experience to situations and can recognize potential risks for fraud or other loss, including reputation loss to a member or Wellby.
Understand our members’ needs and will use the best-fit solutions to meet them while providing the highest level of service.
Adheres to Wellby member service, outreach, and follow-up standards.
Consistently enlightens members on alternate digital options to manage their accounts.
Coach Member Service Representatives to attain individual, team, and operational goals.
Fosters a positive and engaging work environment for team members.
Champion change within the team and throughout the virtual communication center.
Assumes responsibility for related duties and special projects, including training assistance of new team members as required or assigned.
Understands and complies with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Wellby Financial Credit Union’s policies and procedures.
Completes all mandatory compliance testing by deadlines.
Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures.
Actively participates in community development activities as assigned to support the Credit Union.
Performs other related duties as assigned.