Contact Center Lead

Wellby Financial•Webster, TX

About The Position

The Contact Center Lead assists Member Service Representatives with member inquiries and issue resolution and is responsible for their training, development, coaching, and quality assurance. The role supports daily contact center activities, including chat support, schedule adherence, coaching, and escalations. It handles complex member concerns, promotes appropriate digital account-management options, and helps the team meet service and operational goals while complying with applicable laws, regulations, and Wellby policies.

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.
Work experience demonstrating progressively increased levels of responsibility.
Knowledge of Wellby organizational functions and general operating policies and procedures.
Knowledge of credit union services and products.
Knowledge of secretarial practices, business English, spelling, and punctuation.
Knowledge of personal computers, Microsoft Office Suite, and other software.
Ability to use computers and general office equipment.
Ability to navigate digital platforms and understand, assess, and communicate through them.
Ability to exercise initiative and sound judgment.
Ability to interact diplomatically with staff, management, vendors, and members.
Ability to respond to requests involving complex financial information or data.
Ability to work under pressure, handle multiple tasks, and manage difficult situations professionally.
Strong customer service and communication skills, including clear oral and written communication.
Ability to work effectively in a fast-paced team environment.

Nice To Haves

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

Responsibilities

Exhibit Wellby Core Values and contribute to a positive team member experience.
Support daily contact center activities, including chat support, schedule adherence, and team coaching.
Handle escalated member issues and complaints promptly and effectively.
Escalate member feedback to management and make member callbacks to support net promoter efforts.
Recognize potential fraud, other loss, or reputational risks.
Identify member needs and provide suitable solutions and high levels of service.
Follow member service, outreach, and follow-up standards.
Inform members about digital options for managing their accounts.
Coach Member Service Representatives to achieve individual, team, and operational goals.
Foster an engaging work environment and champion change within the team and virtual communication center.
Assist with training new team members and complete related duties and special projects as assigned.
Comply with applicable federal and state laws, banking regulations, and Wellby policies, including OFAC and Bank Secrecy Act / Anti-Money Laundering requirements.
Complete mandatory compliance testing by deadlines and implement required Bank Secrecy Act and Wellby processes.
Participate in assigned community development activities.
Perform other related duties as assigned.