Member Center Team Lead

Job Description:

Job Summary: As a Team Lead you are responsible for directing the daily activities of your team to ensure that members receive exceptional service, accurate information and are educated on products that will benefit them. You will work with minimal supervision and provide support to your members and your team through all communication channels to include phone, fax, mail, and electronic services. The Team Lead will be expected to serve members by performing the duties of their team on a regular basis to assist their team. Expected to provide ongoing feedback to direct reports on a weekly basis with the intent to increase member loyalty while providing first class member service utilizing The Member Advantage resources. Effective communication leads to achieving overall goals and objectives as well as enriching the lives of members and employees. Duties include assisting with hiring staff and heading the onboarding and staff training process. The Team Lead will have the ability to adapt to a constantly evolving industry landscape. Responsibilities include planning, assigning, coaching, and disciplining employees, addressing complaints, and resolving problems. The Team Lead must maintain a professional, courteous, and helpful manner.

Job Accountability and Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note that this job description is general in nature and not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or skills required for this position. Duties, responsibilities, and activities may change at any time with or without notice.

• Actively supports the mission, vision, and core values of the Credit Union to deliver excellent service.
• Supports Credit Union Management, the Board of Directors, and Credit Union sponsored events and activities.
• Ensures that the confidentiality of all information and transactions regarding the Credit Union, its members and its employees are held to the highest level of business ethics.
• Promote and encourage a positive environment on the member center floor by creating a positive attitude among all employees to attain high standards of member service. Create an environment that supports a cohesive team culture including clear goals, employee empowerment regarding decision-making, feedback, and recognition. Ensure that this same level of focus is provided to work from home employees to ensure they remain engaged, motivated, and part of the team.
• Understands, adheres to, and communicates with direct reports all MOFCU policies and procedures, making sound business decisions within scope of authority. Seeks to gain knowledge of member needs, service opportunities and knowledge of market. Protect company reputation and guardianship via business ethics, integrity, and legal compliance. Achieve satisfactory scores on all contact center audits as well as ensuring employees are always operating within regulatory guidelines. Accepts responsibility for the performance of the team, including all subordinates.
• Maximizes member service through coaching, onboarding, training, motivating, and scheduling direct reports. Plans and implements appropriate training programs and meetings for all personnel within their contact center team to ensure a high level of performance. Supports the member relationship building process, including The Member Advantage. Oversees or conducts regularly scheduled team meetings.
• Assist in interviews and hiring decisions with management support. Responsibilities include monthly coaching, completing performance appraisals, career development plans, handling disciplinary actions, and when necessary, making recommendations for terminations.
• Collaborate with management to monitor operating procedures and processes to improve productivity, response time, and the efficient utilization of employees. Inform management of complaints, concerns or suggestions while acting as a mediator and counselor to resolve staff problems and/or member complaints.
• Increase the overall productivity of the center by implementing relevant employee training, budgeting effectively, eliminating inefficiencies and capturing growth opportunities.
• Motivate team to increase productivity and job knowledge to support a strong sales and service orientation among the team.
• Comply with all fair lending laws and the prohibitions enumerated in the credit union's lending policy.
• Comply with all federal regulations, credit union policies and procedures, including Bank Secrecy and the USA Patriot Act.
• Perform all duties outlined and required of Member Center Associates, e-Services, Coordinator and Loan Sales Specialists, assisting in those jobs as needed. Perform a variety of administrative and clerical duties related to conducting all credit union business.
• Take escalated calls from members regarding matters not able to be adequately resolved by Contact Center team.
• Assist in continuous training of contact center employees and updating of all federal, state and credit union regulations.
• Ensure that the quality and quantity of the team's work is maintained at acceptable levels.
• Observe security and regulatory procedures.
• Perform additional duties as assigned.
• Acts as a steward for "People Standards" to enhance internal and external member experience and service levels in daily operations
• Comply with all federal regulations, Credit Union policies and procedures, including Bank Secrecy and the USA Patriot Act.
• Comply with all fair lending laws and the prohibitions enumerated in the Credit Union's lending policy.
• Actively supports the mission, vision, and core values of the Credit Union to deliver excellent service.

Qualifications:

Education Requirements:
High school diploma or equivalent.

Experience Requirements:

• Excellent verbal and written communications skills; extensive knowledge of bank/credit union products, policies, procedures, and services that would normally be acquired with a minimum of three years of bank/credit union experience and two years of call center experience.
• Extensive knowledge of all operations, audit and compliance policies and procedures.
• Ability to function in a multi-task environment; at least three years of supervisory or management experience preferred, demonstrating ability to effectively lead and guide contact center employees; ability to identify and evaluate issues and reach sound conclusions or decisions based on fact and in a proactive manner; demonstrated skills in sales, sales management, coaching and problem solving.
• Must have a service mindset and be able to build relationships and manage member needs effectively.
• Must be well organized and able to work independently.
• Must have reliable transportation and be able to attend credit union/business related functions during business hours and occasionally, after hours. Must be available to work Saturdays as needed.
• Must possess Windows-based PC skills and

Additional Skills: