Member Contact Center Team Lead 5031

Keesler Federal Career • Gulfport, MS

2d

About The Position

Leads and coaches contact center team members to actively promote quality sales and service to the membership. Responds to team member and member questions, concerns and complaints within scope of authority. Assists with quality assurance monitoring, evaluating and training of staff.

Requirements

• A two-year college degree or equivalent; or completion of a specialized course of study at a business or trade school; or completion of a specialized and extensive in-house training or apprenticeship program.
• Three to five years of similar or related experience preferred.
• Satisfactory completion of New Hire Orientation, New Accounts, Teller, and Lending Training through the HR/Training Department required.
• Satisfactory completion of KFCU Loan Authority Underwriting Training required.
• Must possess problem solving skills, ability to accept responsibility and be able to function independently in a fast-paced environment.
• Must possess the ability to coach, motivate and train staff regarding sales and service in order to maintain an effective and efficient workflow aimed toward member satisfaction.
• Must possess professional and effective communication skills to resolve complex work-related matters.
• Must possess the ability to establish and maintain effective working relations with employees, co-workers, and credit union officials.
• Accuracy and attention to detail required.
• Must maintain confidentiality and demonstrate dependability.
• Extensive use of personal PC required.
• Must be proficient in Microsoft Word, Excel, as well as use of internet and e-mail.
• Completion of CUNA’s CPD Online courses as assigned and/or required.
• Completion of Integrity Coaching required within one year of hire date.
• A significant level of trusts and diplomacy is required, in addition to normal courtesy and tact.
• Work involves extensive personal contact with others and is usually of a personal or sensitive nature.
• Work may involve motivating, influencing or training others.
• Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Nice To Haves

• Second language preferred.

Responsibilities

• Coaches and directs contact center team in solving problems and provides support with difficult situations.
• Utilizes tact and knowledge to resolve issues, train on specific policies and procedural guidelines.
• Offers guidance, feedback and training for contact center to maintain maximum accuracy and efficiency of workflow processes.
• Assigns duties and approves or denies leave requests which are implemented through direct reports.
• Assists manager with call and queue monitoring, evaluations, and coaching to ensure quality and accuracy.
• Assists with monitoring the call queue.
• Assists with evaluating call reports, developing statistics, and tracking performance levels of the contact center.
• Effectively uses the Synapsys CRM to create, monitor, and manage sales, referrals, and service events for members within Service Commitment timelines.
• Ensure team members meet the sales and production goals of the department and credit union.
• Maintains up-to-date knowledge of credit union products and services.
• Utilizes Opening Act and/or Symitar to open and process new accounts, alternate shares, certificates of deposit, consumer loan and credit card applications.
• Informs members of possible alternatives, if necessary, and provides general information to the member about the lending process.
• Accurately interprets the Fair Credit Act and the Privacy Act as they apply to credit union loans.
• Adheres to Lending Policy and Guidelines, including the effective interpretation of VOI and VOE documentation.
• Maintain and provide accurate monthly tracking and production reports to manager in a timely manner.
• Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC) and all credit union policies policies and procedures.
• Identifies potential member (internal or external) service needs which can be met through the sale of credit union products and services, or adherence to the department’s policy and procedures.
• Uses Coaching skills to routinely and effectively coach staff to meet personal, departmental, and organizational goals, including documenting and tracking progress and results.
• Ensures proper housekeeping is maintained within the department areas.
• Responsible for the adequacy and maintenance of all equipment within the department.
• Performs all other duties deemed necessary to enable the department to meet its goals, to include flexibility with schedule and assisting on the phone and loan queue when necessary.

Benefits

• Medical, dental, and vision insurance
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
• Employee and Dependent Life Insurance
• 401(k) Retirement Plan with 100% match on the first 5% contributed by you
• Paid Leave
• Tuition Reimbursement and Competitive Scholarships
• Short Term & Long-Term Disability Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees