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Lead Member Engagement Advisor

2 months ago

San Antonio, United States Soarion Credit Union Full time
Job DescriptionJob Description

Role:

Serves as a team lead to Member Engagement Advisors by providing assistance, escalation support and resolution of complex account matters. Supports the Member Engagement Center Manager and Director of Member Engagement in the overall operations of the Contact Center through management of SLAs. Supports the team by proactively taking member queue calls and being a role-model for other team members in providing exceptional member service that exceeds our members' expectations, assists members with all aspects of member service while processing requests via telephone, chat, fax, and e-mail. Identifies members' financial needs and offers Air Force Federal Credit Union products and services to fulfill our members' needs. Delivers training and development for Member Engagement Advisors to improve service, productivity and sales objectives

Work Location:

This is an onsite position. Occasional remote work may be available for select positions and is subject to prior approval by management.

What you will be doing:

  • Assists team members quickly and accurately by staying open and available in the Escalation queue.
  • Takes ownership of escalated contacts by deescalating member emotions, providing empathy and reassurance and finding the best solution to member requests.
  • Ensures SLAs are met daily by closely monitoring service levels, inbound and callback calls, Interaction Desktop statuses, key performance metrics and ensuring team members are available for calls and taking the appropriate actions to manage the workload.
  • Proactively provides help by reaching out to team members when high handle times, long after call work or any status that affects SLAs are observed.
  • Reports to manager any member or staff issues in a timely manner.
  • Role models positive and engaging behaviors and delivery of exceptional internal and external member service.
  • Collaborates with management and support operational enhancements by creating an environment that will enable staff to behave in a manner conducive to embracing new initiatives.
  • Accurately and efficiently provides members with account information via telephone, fax or email, regarding their account balances, transactions performed, products and services.
  • Accurately performs account transactions to include, but not limited to, transfers, withdrawals, loan and VISA payments, advances, wire transfers and Western Union commercial transfers via telephone, fax, mail, or email.
  • Assists with complex member issues through thorough account research, contacting and working with third party vendors, and effectively communicates resolutions to the Members and Member Contact Center Employees.
  • Identifies areas of opportunity and suggest, create, and deliver training for staff.
  • Makes recommendations, develop and document new procedures for Contact Center and submit to management for review and approval.
  • Performs other job-related duties required or assigned.

What you'll bring along:

  • High School Education or GED.
  • One year to three years of similar or related experience.
  • Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
  • Other Skills: Excellent interpersonal, organizational, and telephone etiquette skills. Strong workflow and communication skills (both written and oral).

We are Committed to Equal Opportunity.

Soarion Credit Union believes in equal opportunity for all and is committed to ensuring all individuals have an opportunity to apply for the positions that they are interested in and qualify for without regard to race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic. Our equal employment opportunity policy statement, pay transparency nondiscrimination agreement, and the Know Your Rights: Workplace Discrimination is Illegal Poster reaffirm this commitment.

Soarion Credit Union is also committed to providing reasonable accommodations to qualified individuals with a disability so that an individual can perform job-related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact our Human Resources team at HumanResources@soarion.org