Team Lead I

22 hours ago

Vancouver, Washington, United States iQ Credit Union Full time
Job Title: Team Lead I - Member Support

Be part of a dynamic team at iQ Credit Union, where you'll have the opportunity to grow and develop your skills in a supportive and collaborative environment.

Job Summary:

The Team Lead I - Member Support is responsible for assisting with the daily operations of the Member Support department and acting as a support to staff and members to ensure exceptional member service.

Key Responsibilities:
  • Assist Member Support staff with escalated or complex member inquiries and ensure resolution.
  • Promptly and efficiently handle direct, phone, or written inquiries or requests from members and staff.
  • Assist in directing the workflow in the Member Support department.
  • Update schedules daily to reflect accurate adherence.
  • Conduct call observations and provide feedback to management.
  • Collaborate with other Member Support Team Leads on training new staff and make recommendations to Member Support management for improvements related to content or delivery of training.
  • Provide recognition and encouragement to Member Service Representative - Member Support staff to support branch goal achievement.
  • Act as a mentor to new staff members in the Member Support department.
  • Provide information to members and staff about all facets of the Credit Union including eligibility for membership, types of accounts available (savings and lending), online services, current rates, calculation of dividends and interest, insurance coverage available, payroll deduction and other deposit and payment plans.
  • Maintain an excellent knowledge of the features and benefits of Credit Union services and of selling skills.
  • Employ both to successfully cross-sell Credit Union services when assisting members.
  • Assist members with any questions or problems with their accounts including any research and, if necessary, correction of any errors.
  • Effectively communicate information to team in a timely manner.
  • Work with management to ensure Member Service Representative - Member Support staff are developing and using phone skills consistently, and coach accordingly.
  • Maintain correspondence and documentation as needed.
  • Demonstrate strong regulatory knowledge applicable to this position and understand and comply with government regulations with particular emphasis on the Bank Secrecy Act (BSA), US Patriot Act and related regulations.
  • Actively participate and fulfill expectations in the Credit Union Email Security Awareness Program as outlined in the Information Security Program Acknowledgement document.
Qualifications:
  • Experience: One year to three years of similar or related experience.
  • Call center experience preferred.
  • Education: A high school education or GED.

iQ Credit Union offers a total compensation package for our exceptional employees, including a healthy work-life balance, great benefits, and a positive environment that empowers you to grow personally and professionally.

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