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Contact Center Team Lead

2 months ago

Indianapolis, United States Financial Center First Credit Union Full time

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.

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 the purpose of the call and determine 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 the 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 the 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

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