Contact Center Lead

Wellby Financial•Webster, TX

About The Position

The Contact Center Lead assists Member Service Representatives with member inquiries, issue resolution, and complaints. The role supports daily contact-center operations and is responsible for training, development, coaching, and quality assurance for representatives. It requires broad competence in member servicing, loan origination, and relationship building, along with the ability to handle escalations, identify potential fraud or other risks, and deliver appropriate solutions and high-quality service. The Contact Center Lead promotes a positive team environment, supports change across the virtual communication center, and may assist with new-team-member training and special projects. The role also requires compliance with applicable laws, banking regulations, and Wellby policies and procedures, including Bank Secrecy Act and anti-money-laundering requirements.

Requirements

High school diploma or equivalent.
At least five years of financial services and contact-center experience, or similar experience.
Experience responding effectively to extremely sensitive, complex, and/or urgent member requests.
Progressively increased levels of responsibility in work experience.
Knowledge of Wellby organizational functions and general operating policies and procedures.
Knowledge of credit union services and products.
Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
Knowledge of personal computers, Microsoft Office Suite, and other software.
Skill in operating computer equipment and general office machines.
Skill in exercising initiative and sound judgment.
Skill in interacting diplomatically and tactfully with staff, management, vendors, and members.
Skill in responding to requests involving complex financial information or data.
Ability to navigate 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 clearly and concisely, orally and in writing, and exchange accurate information.
Ability to work in a fast-paced team environment with exceptional customer-service skills.
Ability to lift items weighing up to 25 pounds occasionally.
Ability to remain stationary for approximately 50% of the time and perform office activities including sitting, standing, reaching, grasping, and operating equipment.

Nice To Haves

Bachelor’s degree in business administration, management, or a related field.
At least two years of leadership experience.
Bilingual ability.

Responsibilities

Assist Member Service Representatives with member inquiries and the resolution of issues or complaints.
Support daily contact-center activities, including chat support, schedule adherence, team coaching, and member escalations.
Resolve escalated member issues and complaints quickly and effectively.
Escalate member feedback to management and make member callbacks to support net promoter efforts.
Recognize potential fraud and other risks, including risks of loss or reputational harm to a member or Wellby.
Identify members’ needs and provide suitable solutions and high-quality service.
Follow member-service, outreach, and follow-up standards, and inform members about digital account-management options.
Coach Member Service Representatives to achieve individual, team, and operational goals.
Foster a positive and engaging team environment and champion change within the team and virtual communication center.
Assist with training new team members and undertake related duties and special projects as assigned.
Comply with applicable federal and state laws, banking regulations, and Wellby policies and procedures, including OFAC, Bank Secrecy Act, and anti-money-laundering requirements.
Complete mandatory compliance testing by deadlines and implement processes required by the Bank Secrecy Act and Wellby policies.
Participate in assigned community development activities and perform other related duties as assigned.