Contact Center Lead, 4th/Rosemont

Rio Grande Credit Union•Albuquerque, NM

About The Position

To assist the MRC Manager and Supervisor with department operations, staff development, and training. Assists in creating an environment and culture to make members dreams come true.

Requirements

6 months to 2 years related experience
2-year college degree or completion of a specialized course of study OR 2 years related experience
Ability to effectively present information and respond to questions from managers, members, and the general public.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have knowledge of Symitar software used to perform member transactions. Spreadsheet software and Word Processing software.

Responsibilities

Assists management with member complaints and/or concerns.
Back-up to MRC Supervisor in the monitoring of queue management, in order to maximize production and meet service quality standards.
Assists MRC Supervisor and Manager with various Operational tasks.
Serves as primary point of contact for MRC Representative in answering questions and providing guidance on processes
Train new employees
Troubleshoots and/or escalates complex issues to supervisor/manager or appropriate business owners, while exercising independent judgement and decision-making
Brings forth process improvements, enhancements, and ideas.
Actively participates in credit union-wide projects and/or committees.
Leads huddles, team meetings, and one-on-ones as directed
Ensures third party overflow tickets are taken care of in a timely manner
Reviews and processes member fee reversal requests
Other duties as assigned by department supervisor and manager, Senior Management, and President/CEO
Maintain high service levels and low call abandon rates
Transfer of incoming calls to appropriate individual, employee, or department
Accurately identifies all members using RGCU approved Verification Repgen.
Adheres to all scripting protocols
Ensuring status icons are used appropriately for Queue Management
Adheres to wrap-up coding, on queue time, and number of calls served.
Uses proper phone etiquette in conjunction with RGCU Core Values
Follows account comments, warnings, and notes
Initiates and processes auto transfer requests
Verifies incoming member deposits
Assists with account closures via phone and utilizes OFAC when appropriate, account and loan related request, CD maintenance, online/mobile set-up and maintenance, mobile wallet authentication, lien releases, Reg E (Opt in/out), etc.
Process loan payments via ACH/Debit/Credit through third party processor, skip-a-pays, pay off request, credit card increases, check order, fund transfer requests, and loan payments, etc.
Ensure that all accounts, loans, and transactions are reviewed for the appropriate red flags.
Report all suspicious activity to the Risk Management department via the compliance group email.
Initiates Doc-U-Sign’s, subsequent actions, leads and cases as needed
Troubleshoots and researches card issues
Provides primary level overrides to RGCU staff
Accurately perform OFAC during transactions such as but not limited to: initiating wires, etc.
Adheres to Credit Union policies and procedures as they relate to job functions and the employee handbook
Come to work every day with a member focused, passionate, and dedicated mindset
Approach every member situation from a caring, helpful, and open mind
Proactively approach issues and offer creative solutions that will make doing business with RGCU easier
Keep abreast of all credit union product and procedure changes
Provide information on new and ongoing products and promotions
Educates and refers products and services by explaining features and benefits, as appropriate