Member Care Center Team Lead

OneAZ Credit Union • Phoenix, AZ

7d • $24 - $30 • Onsite

About The Position

Supports all Member Care Center operational activities. Responsible for delivering coaching and education to Member Care Center Associates. Supports activities of associates engaged in assisting members by telephone, email, and chat services. Conducts quality call monitoring, Member Care Center training, problem solving, administrative reports and monitoring workflow. Assists with, education and development, scheduling, and member service/quality control initiative/requirements.

Provide support and coordination of daily staff work efforts and floor management when management is unavailable.
Communicates to associates on the delivery of meeting the expectation of our members by responding to them in a timely, efficient and knowledgeable manner.
Supports daily operations of the department to include the development of analysis, QC (Quality Control), mentoring/ scheduling, and recognition programs.
Be available daily and provide associates with guidance on routine problem solving development/actions. Assist and respond to escalated issues, directly and indirectly demonstrating experience, and judgment and guarantee member satisfaction.
Maintain daily service level with a 10% or less abandon rate.
Recommend changes to improve internal processes and member service to the reporting Supervisors and Digital Operations Manager.
Responsible for delivery of proper telephone etiquette.
Prepares correspondence to members requiring excellent written communication skills.
Assist with associate training and development, inclusive of silent monitoring, quality assurance and cross-selling of all CU products and services.
Assist in developing and maintaining updated training material.
Assist with the monitoring of associate performance and administering evaluations.
Prepare various performance reports as assigned by management.
Demonstrate knowledge of various applicable regulations, procedures and laws effecting retail banking requirements.
Responds to member and associates in use of 3rd party software related to telephone and online banking.
Explains, promotes and cross sells various beneficial credit union products and services to members for established referral/sales goals.
Provides support for Member Care Center phone queue.
Provides support for Virtual Services phone queue and help desk.
Provides members with account balance, activity, and history upon members' request.
Performs account research, account transactions, check withdrawals, transfers, and account maintenance.
Assists with dividend verification, common inquiries, NSF checks, and statement copies.
Provides loan rates.
Performs loan payments, term calculations, and loan payoff information.
Informs members of savings, checking, money market, share certificates, IRA, and club account features and benefits.
Maintains knowledge of Credit Union field of membership.
Assists members with deposit account rates, stop payment orders, copies of share drafts and overdraft line of credit advances.

Requirements

• High School Diploma Required
• 3 to 5 years of similar or related experience. Requires a minimum of 3 years’ experience in call center/financial institution required
• Demonstrated experience in providing exceptional leadership and customer support in a fast-paced environment. (Medium proficiency)
• Excellent written and verbal communication skills; strong problem-solving skills and data analysis abilities. (High proficiency)
• Advanced knowledge of Microsoft Office products, including spreadsheets, Outlook, and Word. Excellent interpersonal skills, a high degree of reliability, commitment, teamwork and creative energy to achieve success; excellent time management skills. (High proficiency)
• A passion for people, innovation, and growth.

Nice To Haves

• Associate's Degree A.A. degree preferred or equivalent combination of education and experience preferred.
• Call quality experience and Cisco experience preferred.

Responsibilities

• Supports all Member Care Center operational activities.
• Responsible for delivering coaching and education to Member Care Center Associates.
• Supports activities of associates engaged in assisting members by telephone, email, and chat services.
• Conducts quality call monitoring, Member Care Center training, problem solving, administrative reports and monitoring workflow.
• Assists with, education and development, scheduling, and member service/quality control initiative/requirements.
• Provide support and coordination of daily staff work efforts and floor management when management is unavailable.
• Communicates to associates on the delivery of meeting the expectation of our members by responding to them in a timely, efficient and knowledgeable manner.
• Supports daily operations of the department to include the development of analysis, QC (Quality Control), mentoring/ scheduling, and recognition programs.
• Be available daily and provide associates with guidance on routine problem solving development/actions.
• Assist and respond to escalated issues, directly and indirectly demonstrating experience, and judgment and guarantee member satisfaction.
• Maintain daily service level with a 10% or less abandon rate.
• Recommend changes to improve internal processes and member service to the reporting Supervisors and Digital Operations Manager.
• Responsible for delivery of proper telephone etiquette.
• Prepares correspondence to members requiring excellent written communication skills.
• Assist with associate training and development, inclusive of silent monitoring, quality assurance and cross-selling of all CU products and services.
• Assist in developing and maintaining updated training material.
• Assist with the monitoring of associate performance and administering evaluations.
• Prepare various performance reports as assigned by management.
• Demonstrate knowledge of various applicable regulations, procedures and laws effecting retail banking requirements.
• Responds to member and associates in use of 3rd party software related to telephone and online banking.
• Explains, promotes and cross sells various beneficial credit union products and services to members for established referral/sales goals.
• Provides support for Member Care Center phone queue.
• Provides support for Virtual Services phone queue and help desk.
• Provides members with account balance, activity, and history upon members' request.
• Performs account research, account transactions, check withdrawals, transfers, and account maintenance.
• Assists with dividend verification, common inquiries, NSF checks, and statement copies.
• Provides loan rates.
• Performs loan payments, term calculations, and loan payoff information.
• Informs members of savings, checking, money market, share certificates, IRA, and club account features and benefits.
• Maintains knowledge of Credit Union field of membership.
• Assists members with deposit account rates, stop payment orders, copies of share drafts and overdraft line of credit advances.

Benefits

• Generous paid time off: paid holidays, floating holidays, personal days, vacation days, plus sick time
• Low-cost Medical, Dental & Vision plans
• Paid childcareassistance
• Award-winning 401K
• Gym fee reimbursement
• Tuition Reimbursement
• Student loan repayment
• ...and much more.

What This Job Offers

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