POSITION TITLE: Contact Center Team Lead

REPORTS TO: Contact Center Manager

PAY GRADE: 9

DEPARTMENT: Contact Center

FLSA STATUS: Exempt

LOCATION: Hybrid

PURPOSE: The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act.

Oversees the day to day work of Call Center Representatives. Serves as Team Leader to train Call Center Representatives to receive incoming calls and determine the products, services or resources that the caller requires or could benefit from. Leads, coaches, and holds the team accountable to follow policies, procedures and processes. Consistently looks for ways to lead the department into being better, faster and easier.

ESSENTIAL DUTIES:

• Leads, manages, and holds staff accountable. Responsible for the development and training of staff, ensuring staff are well trained in all phases of their jobs. Administers annual, monthly, and in-moment coaching and review of employee performance. Sets goals for the upcoming month and develops plans to improve employee performance

• Receives member interactions by telephone, live chat or email. Fields and effectively responds to member questions. Must determine purpose of the call and determines the products, service or resource that the member requires. As well as educates the member on additional products or services that the member could benefit from.

• Provides direct support services to members, or connects them with the staff/department who can provide them the specific assistance they need. Performs Teller functions for members. Must be able to handle multiple tasks and function in a busy call center atmosphere. Takes escalated member calls, chats or emails requiring a supervisor to resolve

• Assists with training by creating training material. Trains new hires on processes, policies, and procedures. Trains new hires on how to take phone calls. Offers additional training for staff as needed.

• Adjusts work assignments and schedules for team to ensure high volume channels are staffed appropriately. Approves employee timecards

• Resolves contact center staff questions, concerns, and feedback.

• Assists members in resolving account problems or conducts account research. Performs account updates/maintenance such as creating & reading account notes, processing e-forms etc. Understand fee types, how to pull statement copies, pull check copies, complete secure email, and research cashier’s checks.

• Complete transactions for the member such as transfers, provide balances, account history, external loan payments

• Responsible for educating and enrolling members on Financial Center’s electronic services (Financial Center Online, Bill Payer, ATM & Check/Debit Cards). Troubleshoot Mobile Deposit, Online Banking, Card Valet, Bill Pay, and Visa online enrollment.

• Responsible for adhering to procedures and security protocols. Manage risk issues effectively and protect member data. Completes standard and enhanced verification when needed.

• Re-issue debit cards, reset PINs. Troubleshoot debit card issues & questions

• Monitors and processes requests submitted to department inboxes by end of day. Prepares weekly reports for the department & Contact Center Manager.

• Assist in improving efficiencies within the department when opportunities are seen or arise. Assist in completion of updated procedures and implementation of any updates or changes within the dept.

• Performs other duties commensurate with this position

REQUIRED BACKGROUND:

• High school diploma or equivalent

• 3-5 years of entry to mid-level credit union or retail banking experience, which may include experience in contact center, lending, branch administration, operations or compliance

• Must be proficient in the use of basic Microsoft Office applications (Word, Excel and PowerPoint).

• Experience managing or leading a team is preferred.

• Must have strong time management skills. Must be able to organize and prioritize multiple responsibilities in a fast-paced environment.

• Must be tactful and have the ability to quickly explain Credit Union policies, procedures, and services.

• Strong verbal and written communication skills. Strong interpersonal and customer service skills. Ability to be resourceful, perceptive and persuasive when solving problems. Displays diplomacy and patience when dealing with members and staff.

• Must possess a high degree of integrity & be able to maintain strict confidentiality of information

• Ability to function in a goal-oriented atmosphere. Comfortable working in a team environment to achieve common goals for the department

ADA REQUIREMENTS

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer and telephone for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.