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Member Service Center Team Lead

7 months ago

Kalamazoo, United States Consumers Credit Union Full time
Description

MSC Team Lead

The MSC team lead will be responsible for the onboarding and training of all MSC new hires as well as the first line of support for team questions. Will be involved in leading and coaching employees to ensure engagement in the role. Assist in day-to-day MSC operations as well as driving forward efficiencies and leading the team to hit metrics and KPIs.

What you'll do:
  • Provides leadership by conducting monthly one-on-one and ongoing coaching, training, conducting annual performance reviews.
  • Leads and coach new hires, as well as facilitate new hire training.
  • Will be responsible for making sure all new hire training is scheduled and complete.
  • Will review all comfort and knowledge for new hires in their role and assess if further training is needed.
  • Will have expanded knowledge in specialty accounts, such as trusts, business, wires, estates, etc.
  • Will be logged in to Finesse to help assist with any MSC team questions or guidance
  • Through coaching and call monitoring, the MSC team lead works with the team to assist them in maximizing cross sell opportunities thus ensuring team goals are met.
  • Provide coaching and guidance on all cross-sales opportunities.
  • Pursue efficiencies and new technology to promote and encourage change within the MSC.
  • Help with creation of monthly schedule.
  • Provide exceptional member service on each interaction and takes calls when volume is high.
  • Handles escalated member calls with a timely response and always displays a high level of professionalism and empathy.
  • Assist in the daily, monthly, and yearly planning for the MSC.
  • Meet goals set for the position and department.
  • Daily and Monthly MSC reporting.
  • Assist in any area as directed by the supervisor.
What you'll need:
  • Displays strong leadership ability in your current role and/or your previous experience.
  • Strong problem-solving ability to work through complex situations to make recommendations and drive solutions.
  • Extensive product knowledge and cross selling skills.
  • Ability to make judgments in the best interest of the member and Consumers.
  • Good communication skills and ability to work with little supervision.
  • Detail-oriented.
  • An understanding of credit union history, philosophy, organization by-laws, policies and operating procedures.
  • An understanding of Credit Union rules and regulations.
  • Completed LAP 100 series


What you didn't know about the team:

At Consumers, you're joining a team that works closely together and counts on one another. You'll find the people here enjoy an unusual high level of camaraderie.

Perks:

Consumers offers outstanding health, dental, and vision plans and an excellent health insurance plan, which features low copays at the doctor and a low deductible for major medical. A 401(k) plan that provides a 100 percent match up to your first 10 percent of contribution following one year of employment. Plus generous paid time off, paid gym memberships, in-house training, wellness programs, life coaches, tuition reimbursement, and more. And don't forget, loan discounts.

We are committed to Equal Employment Opportunity.We are a proud Veteran & Military Friendly Employer.