Virtual Contact Team Lead
About The Position
To assist members and potential members with their Credit Union needs. Provide information, assistance, and education on a variety products and services. Assist members in setting up services, respond to inquiries, and direct members to the appropriate people. Work as a team with other credit union departments to create a seamless experience for members. Team Leads assist in observing and reporting on department metrics; fostering an environment where team members feel motivated; identifying opportunities to enhance training and development; and handling member call escalations. Team Leads are responsible for assisting the Virtual Contact Center Manager as needed to ensure the success of the department.
Requirements
- One year to three years of similar or related experience.
- A high school education or GED.
- Above average listening and communication skills.
- Ability to operate Credit Union provided computer software and business equipment.
- Ability to make decisions with minimum information.
- Professionalism in appearance, dress and attitude.
- Well-organized and attention to detail.
- Able to meet deadlines and manage projects.
- Ability to assist others in the department by exhibiting a clear understanding of the roles and responsibilities necessary to serve the members with exceptional service.
- Ability to lead others and work as a member of a team while embracing the credit union philosophy, mission and values.
Nice To Haves
- Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. 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.
Responsibilities
- Assist members and potential members with their Credit Union needs.
- Provide information, assistance, and education on a variety of products and services.
- Assist members in setting up services.
- Respond to inquiries.
- Direct members to the appropriate people.
- Work as a team with other credit union departments to create a seamless experience for members.
- Assist in observing and reporting on department metrics.
- Foster an environment where team members feel motivated.
- Identify opportunities to enhance training and development.
- Handle member call escalations.
- Assist the Virtual Contact Center Manager as needed to ensure the success of the department.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
