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Call Center Team Lead

4 months ago

Phoenix, United States Arizona Central Credit Union Full time
Job DescriptionJob Description

Arizona Central Credit Union Ranked Top 10 Credit Unions in AZ for 2023

"Ranking Arizona: Top 10 credit unions for 2023" AZBIGMEDIA 

Arizona Central Credit Union offers a comprehensive benefits package, including medical, dental, vision, 401(k) with up to 6% match, an employee assistance program, and much more

Role:

The team lead position answers and processes phone, email and chat transactions; explains products and services; responds to problems and concerns and directs phone calls to the appropriate department. Assists the department manager with all activities associated with solution center operations.

Summary of Essential Job Functions and Responsibilities:

  • Managing the day-to-day activities of the assigned team.
  • Providing guidance, instruction, direction, and leadership to associates.
  • Motivating team to achieve organizational goals.
  • Conducting ongoing training of team to maximize potential, assists with training new hires.
  • Assists with coaching and development of associates.
  • Daily monitoring of calls to provide feedback to associates.
  • Conduct weekly one on one’s with associates to discuss calls and/or development goals.
  • Identifies member financial needs and offers a solution by cross-selling products and services that will meet those needs.
  • Assists members and potential members that call or email the credit union by answering questions and concerns and providing information regarding accounts.
  • Provide guidance and support to staff, and oversees the daily operation of the center in the absence of the Manager and/or Assistant Manager.
  • Take escalated/supervisor calls and handle them as appropriate.
  • Perform transfers, stop payments, process loan advances, quote loan payoffs, address changes, and other transactions, and performs required research to assist members in corrections/explanation of transactions on their accounts.
  • Comply with Bank Secrecy Act (BSA)/ Anti-Money laundering programs, USA Patriot Act, and Office of Foreign Assets Control (OFAC) requirements.

Hours: 

  • Monday - Friday: 8:45 am - 5:45 pm
  • Remote work is available after three months (Hybrid).


Knowledge, Skills, and Abilities:

Experience: One to three years of similar or related experience

Education: A high school diploma or equivalent

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