Member Care Team Lead

Allegacy Federal Credit Union•Greensboro, NC

About The Position

At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position will ensure the Member Care Representatives are delivering the highest quality of service to our members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution. Nature and Scope The Team Lead will coach and develop Member Care Representatives to ensure efficient daily operations, quality outcomes and internal and external member satisfaction. The Team Lead will assist with organizing outbound call initiatives, providing leadership and guidance to representatives, handling escalated member issues beyond Operations Support and ensuring extraordinary member service. The Team Lead will also keep the Member Care Management Team informed of outstanding department issues, opportunities to improve team performance, and disciplinary actions, if appropriate.

Requirements

Demonstrated ability to communicate effectively with co-workers of all backgrounds
Excellent computer skills with knowledge of Microsoft Office products and the Internet
Willingness and ability to adapt to change including advances in technology
Have knowledge of technical and operational aspects of a Contact Center
Knowledge of credit union core system preferred
Problem solving abilities
Time management skills
Able to work productively and effectively under pressure
Able to remain flexible with shifting and conflicting priorities
Experience in successfully handling high call volumes
Able to implement, monitor and evaluate changes
Able to maintain strict confidentiality
Availability to work flexible hours, including weekends and evenings as required
High School Diploma
Associate’s degree or equivalent work experience
Minimum 1 year experience in a customer service environment required
Employee coaching and development experience strongly preferred

Nice To Haves

Knowledge of credit union core system preferred
Employee coaching and development experience strongly preferred

Responsibilities

Responsible for exceptional member service by ensuring employees deliver consistently high quality service to both internal and external members that is in alignment with our brand culture
Train, coach and develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees’ performance
Monitor agent calls and complete on the spot monitoring and coaching
Analyze monthly and weekly reports/statistics and make recommendations for improvement
Ensure understanding of Key Performance Indicators and company-wide objectives
Ensure that employees meet sales and/or service goals as established by the credit union
Meet goals and key performance indicators as determined by senior management
Escalate performance deficiencies to the Member Care Manager for additional coaching
Recognize employees who perform at a high level
Possess effective knowledge of the credit union’s products and services
Monitor call volume and agent activity to be proactive in meeting member call demand to ensure efficient Member Care operations
Assist with Inbound or Outbound calls on high call volume days
Approve wire transfer increase and mobile deposit limit increase requests over $10,000.00
Drive processes that deliver improved member satisfaction levels per business targets and objectives
Demonstrate enthusiastic support of corporate mission, core values and long-term objectives
Perform job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and work procedures
Perform other duties as assigned