Member Relationship Team Lead 5166

Keesler Federal Career • Gulfport, MS

18h • Onsite

About The Position

The Member Relationship Team Lead is a dynamic and experienced leader with a strong background in lending, sales, people development, processing, and operational leadership. This Team Lead is responsible for leading a team of Member Relationship Specialist and/or Loan Processors to meet production and service expectations. The Team Lead must be an effective communicator and experienced to motivate their team by leading with integrity, cheerful outlook, accountability, and trust. The Team Lead is responsible for ensuring new account and loan applications (from application to processing) are managed timely and accurately to meet all quality expectations.

Requirements

• 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.
• Must possess the 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.

Nice To Haves

• Second language preferred.

Responsibilities

• Provide exceptional member service, resources, tools, support, accountability, and coaching.
• Lead by example, maintain a high level of integrity with team members, and enforce policies and procedures outlined by Human Resources.
• Lead a team of Member Relationship and/or Loan Processing agents to provide exceptional member service, utilizing resources, tools, support, and accountability to exceed production goals.
• Train, coach, and develop team members in both operational excellence and cross-selling of credit union products and services.
• Set clear sales and service goals, coach to these goals, monitor performance metrics, and recognize both high achievers and those making improvements monthly.
• Conduct monthly and on-the-spot coaching sessions that focus on effective growth, development, and areas in need of improvement.
• Contribute to the development and implementation of process enhancements and new projects to increase departmental efficiency.
• Serve as a Subject Matter Expert on all products and services Keesler has to offer to consumers and Small Business.
• Directly supervise and support team members, ensuring productivity, compliance, and superior member service.
• Adhere to New Account and lending policy and guidelines.
• Drive a strong, focused, and sales & service-driven culture across the team.
• Oversee member escalations in a courteous, professional manner, investigate all matters, take corrective action, and resolve within the scope and authority of the position.
• Effectively monitor and audit team members’ incentives adhering to procedures in place.
• Maintain documentation for audits and department procedural updates.
• Audit working queues on a regular basis to ensure loans are being processed in a timely manner, there are no missed opportunities for cross-sells that were not offered to the member, and for quality assurance.
• Ensure proper housekeeping is maintained within the department.
• Maintain equipment and supplies necessary to keep the department working efficiently.
• Conduct coaching sessions based on QA correspondence sent from the Quality Assurance Team to ensure team members are meeting standards set.
• Develop work schedules, maintain accurate attendance and payroll documentation.
• Manage exception tracking and monthly production reporting and escalate discrepancies or missed service levels or goals to Manager and Director in a timely manner.
• Maintain compliance with all Federal regulations including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and all credit union policies and procedures.
• Utilize the Opening Act and Symitar to open and process new accounts, alternate shares, certificates of deposit, and loan and credit card applications, as needed.
• Effectively use CRM to create and manage sales, referrals, and service events for members within Service Commitment timelines, as needed.
• Manage new account and loan applications (from application to processing) submitted through all correspondence channels such as: Phones (both inbound and outbound calls), digital applications, Live Chat, fax, message board, email, and web messages to ensure quality member services.
• Meet established service and production goals created for the team.
• Interview and onboard new team members with an emphasis on service excellence and team cohesion.
• Accurately interpret the Fair Credit Act and the Privacy Act as they apply to credit unions.
• Perform 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
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree