Contact Center Lead

Wellby Financial • Sugar Land, TX

4d • Onsite

About The Position

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. This role requires a willingness and ability to exhibit Wellby Core Values every day, working purposefully and being driven to provide the best team member experience. The lead must be competent in all areas of the contact center, including member servicing, loan origination, and relationship building. They will provide support with daily activities, including chat support, team member schedule adherence, team coaching, and member escalations. Handling escalated member issues and complaints, resolving them quickly and effectively, and escalating member feedback to management are key responsibilities. The lead will also make member callbacks to support net promoter efforts and apply advanced knowledge and experience to situations, recognizing potential risks for fraud or other loss. Understanding member needs and using the best-fit solutions to meet them while providing the highest level of service is crucial. Adherence to Wellby member service, outreach, and follow-up standards, and consistently enlightening members on alternate digital options to manage their accounts are expected. The role involves coaching Member Service Representatives to attain individual, team, and operational goals, fostering a positive and engaging work environment, and championing change within the team and throughout the virtual communication center. The lead will assume responsibility for related duties and special projects, including training assistance of new team members as required or assigned. Compliance 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 is mandatory. This includes completing all mandatory compliance testing by deadlines and implementing processes as required by the Bank Secrecy Act and Wellby policies and procedures. Active participation in community development activities as assigned to support the Credit Union is also part of the role. The team member performs a variety of related tasks, which are primarily routine but sensitive in nature. Non-routine situations or conflicts are usually referred to the supervisor for resolution. Instructions may be general or specific, and courses of action are determined by established procedures and/or the Contact Center Manager. The team member’s work is reviewed periodically for accuracy, completion, and compliance with policies and procedures. Tasks may occasionally require coordination, integration, and prioritization.

Requirements

• High School Diploma or equivalent required.
• Minimum five (5) years of financial services and contact center experience or similar required.
• Experience in responding effectively to extremely sensitive, complex, and/or urgent member requests.
• Experience in work, which progressively displays increased levels of responsibility.
• 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.
• 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.
• 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.

Nice To Haves

• Bachelor’s degree in business administration, management, or a related field preferred.
• Minimum two (2) years of leadership experience preferred.
• Bilingual preferred.

Responsibilities

• Assist Member Service Representatives in performing their duties, such as responding to member inquiries and resolving issues or complaints.
• Responsible for Member Service Representatives' training, development, coaching, and quality assurance.
• 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.
• Escalate member feedback to management and make member callbacks to support net promoter efforts.
• Apply advanced knowledge and experience to situations and recognize potential risks for fraud or other loss.
• Understand member needs and use the best-fit solutions to meet them while providing the highest level of service.
• Adhere to Wellby member service, outreach, and follow-up standards.
• Consistently enlighten members on alternate digital options to manage their accounts.
• Coach Member Service Representatives to attain individual, team, and operational goals.
• Foster a positive and engaging work environment for team members.
• Champion change within the team and throughout the virtual communication center.
• Assume responsibility for related duties and special projects, including training assistance of new team members as required or assigned.
• Understand and comply 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.
• Complete all mandatory compliance testing by deadlines.
• Implement processes as required by the Bank Secrecy Act and Wellby policies and procedures.
• Actively participate in community development activities as assigned to support the Credit Union.
• Perform other related duties as assigned.

Benefits

• Equal opportunity and affirmative action employer.
• Consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status, or any other legally protected characteristic.
• Equal opportunity to qualified individuals with disabilities and disabled veterans.
• Reasonable accommodation available for individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED