Description

Position Title: Call Center Lead

Department: Operations

Reports to: E-Branch Manager

FLSA Classification: Non-exempt

Compensation Range: $27.00 to $35.72 per hour

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.

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