Lead Contact Center Representative

Valley First Credit Union•Modesto, CA

4d•Onsite

About The Position

The Lead Contact Center Representative will provide support supervising and coordinating the daily functions of the department, as well as answer incoming calls and complete member requests accurately. Facilitate and organize training sessions for all representatives to assist with their growth and development. Help achieve department goals through coaching sessions and innovative techniques. Must be willing to work flexible schedules to accommodate the hours and business needs of the Contact Center. Provide Queue support during high call volume days, peak hours, and when necessary, based on staffing levels. First point of contact to assist in escalated member interactions. Works independently and uses effective problem-solving skills to complete member requests and assist in the development of Contact Center representatives. Understand all organization's products, services, procedures, and guidelines and communicate same to all team members. Monitor recorded calls to ensure quality standards and company guidelines are strictly adhered to. Provide feedback to representatives based on the call evaluation form. Ensure member satisfaction by providing prompt responses and solutions to requests. Coach and motivate staff to educate members on additional services, enhancing member satisfaction and supporting financial well-being. Work closely with Contact Center Manager and Assistance Manager to assist with daily status management. Offer recommendations based on daily experience for areas of improvement within the department. Effectively create and train phone etiquette and suggest scripting to assist in representative's member presentation. Possess a working knowledge of all Contact Center Key Performance Indicators (KPIs) and work with staff to achieve and exceed the goals set forth. Assist in conducting departmental audits to ensure compliance with established procedures. Monitor and complete overflow member follow-ups and collaborate with the overflow contact center to update and maintain procedures. Monitor department lunch/break schedule to keep representatives on track throughout their shifts, completing schedule adjustments as needed. Provide daily function support to the Contact Center team as needed including opening/closing of the department. Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Monitor and process the Contact Center Overflow requests and update the Knowledge Base to keep our member service partner apprised of relevant information. Complete department scanning and file maintenance review for representatives to assist in accuracy and timely completion of member requests. Other duties may be required from time to time to assist the Contact Center and Digital Banking Leadership teams as needed.

Requirements

High School diploma or equivalent
2 or more years of similar experience, including leadership positions within a financial situation, preferably the Credit Union movement.
Minimum 2 years of customer service experience, preferably in a Contact Center
Ability to work through escalated or stressful interactions appropriately with professionalism.
Technical aptitude to understand complex programs and applications.
Displays courtesy, tact, and diplomacy during personal contact with others.
Strong written, verbal, and interpersonal skills.
Detail-oriented, organized, accurate and ability to adapt to change.
Excellent decision making and time management skills.
Well-developed analytical and problem-solving skills.
Ability to trouble-shoot problems and research capabilities of current or proposed products.
Exert up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Sedentary work involves sitting most of the time.
Close visual acuity to perform activities such as preparing and analyzing data, typing, viewing a computer screen, and reading.
Climb/descend stairs in an emergency situation.
Operate routine office equipment including personal computers, copy machines, mobile and landline phones, calculator and others as needed.
Maintain working on a computer for six to eight hours daily, on average.
Work extended hours if required or requested by management.
Regular, reliable and timely attendance.
Perform job functions independently, or with limited supervision, and work effectively either on own or as part of a team.
Read and carry out various written instructions and follow oral instructions.
Speak clearly and deliver information in a logical and understandable sequence.
Effectively handle multiple, simultaneous, and changing priorities.
Exercise highest level of discretion on both internal and external confidential matters.

Nice To Haves

Salesforce CRM and Omnichannel experience

Responsibilities

Supervise and coordinate the daily functions of the department.
Answer incoming calls and complete member requests accurately.
Facilitate and organize training sessions for representatives.
Achieve department goals through coaching sessions and innovative techniques.
Provide Queue support during high call volume days, peak hours, and when necessary.
Act as the first point of contact for escalated member interactions.
Use effective problem-solving skills to complete member requests and assist in representative development.
Understand and communicate all organization's products, services, procedures, and guidelines to team members.
Monitor recorded calls to ensure quality standards and company guidelines are adhered to.
Provide feedback to representatives based on call evaluation forms.
Ensure member satisfaction by providing prompt responses and solutions.
Coach and motivate staff to educate members on additional services.
Work closely with Contact Center Manager and Assistance Manager for daily status management.
Offer recommendations for areas of improvement within the department.
Create and train phone etiquette and suggest scripting.
Work with staff to achieve and exceed Contact Center Key Performance Indicators (KPIs).
Assist in conducting departmental audits to ensure compliance.
Monitor and complete overflow member follow-ups and collaborate with the overflow contact center.
Monitor department lunch/break schedule and complete schedule adjustments as needed.
Provide daily function support to the Contact Center team, including opening/closing the department.
Comply with all company policies and procedures, applicable laws, and regulations.
Monitor and process Contact Center Overflow requests and update the Knowledge Base.
Complete department scanning and file maintenance review for representatives.
Perform other duties as required to assist the Contact Center and Digital Banking Leadership teams.