Call Center Lead

Job Summary

The Call Center Lead, alongside the E-Branch manager, is responsible for managing phone volume in the call center and ensures a timely response occurs to all member requests received over the phone and/or via email or received in the mail. They are responsible for overseeing call center staff and ensuring that accurate and timely processes are followed.

Supervisory Responsibilities

• Train new hires and identify training opportunities and serve as a role model, coach, mentor, and continuously motivate staff to achieve desired outcomes.
• May be responsible for scheduling and discipline in accordance with company policy.
• Coaching the team via call monitoring and observations.
• Assist in staff evaluation for annual reviews with documented feedback.
• Ensure the call center meets all compliance and regulatory BSA requirements.
• Meeting the department sales goals in alignment with the Credit Union strategic plan.
• Help develop individual development plans for the team to ensure growth within the department.
• Network at Credit Union events to promote the brand.

Duties/Responsibilities

• Manage the phone volume in the call center to ensure timely and professional response times are met.
• Performs assigned teller tasks associated with the processing of member transactions such as posting deposits, loan payments and check withdrawals.
• Responsible for following proper identification procedures, performs a variety of account transaction requests received by phone including, but not limited to, deposits, loan payments and transfers.
• Research and resolve member questions, problems and concerns by telephone, written correspondence or in person.
• Responsible for ensuring the staff is updated and knowledgeable of credit union policies, procedures, products, and business operations services.
• Responsible for maintaining accurate and legible record of all transactions.
• May be responsible for receiving and taking applications for loan products.
• Responsible for adhering to all established policies and procedures including but not limited to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Member Due Diligence (MDD), HIPAA, ADA and other federal/state compliance regulations.
• Performs other related duties as assigned.

Requirements

Required Skills/Abilities

• Proficient in all aspects of the Credit Union operations.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced and at times stressful environment.
• Other duties as assigned.

Education and Experience

• High School Diploma.
• Minimum three to five years call center experience or equivalent required.
• Prior leadership experience is preferred.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• May require standing and walking 25% of the time, lifting up to a maximum of 50 pounds, and other physical actions that include stooping, kneeling, crouching, crawling, reaching, pulling, and pushing.
• May be required to work in an environment with high noise levels and unpredictable temperature and ventilation.