About this role
JOIN THE KEESLER FEDERAL CREDIT UNION TEAM
The Member Service Department hours of operation are Monday through Friday 7:00 am – 7:00 pm Saturday 8:00 am – 1:00 pm. Schedule flexibility is a must.
Keesler Federal Credit Union team members enjoy competitive salaries and a wide range of benefits, some of which include:
• Medical, dental, and vision insurance
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
• Employee and Dependent Life Insurance
• 401(k) Retirement Plan with 100% match on the first 5% contributed by you
• Paid Leave
• Tuition Reimbursement and Competitive Scholarships
• Short Term & Long-Term Disability Benefits
WE CURRENTLY DO NOT SPONSOR WORK RELATED VISAS
Position: Member Contact Center Team Lead
Department: Retail/Member Contact Center
Reports: Member Contact Center Manager
FLSA: Non-Exempt Grade: 10
SUMMARY:
Leads and coaches contact center team members to actively promote quality sales and service to the membership. Responds to team member and member questions, concerns and complaints within scope of authority. Assists with quality assurance monitoring, evaluating and training of staff.
SUPERVISORY RESPONSIBILITIES:
Directly supervises contact center team members within the scope of responsibility. Responsibilities include; but are not limited to, training, assigning and directing work, evaluations, coaching, counseling, interviewing process, and recognition of team members. Acts as the first point of escalation for overrides and for procedure exceptions for the contact center.
ESSENTIAL FUNCTIONS:
• Coaches and directs contact center team in solving problems and provides support with difficult situations.
• Utilizes tact and knowledge to resolve issues, train on specific policies and procedural guidelines.
• Offers guidance, feedback and training for contact center to maintain maximum accuracy and efficiency of workflow processes.
• Assigns duties and approves or denies leave requests which are implemented through direct reports.
• Assists manager with call and queue monitoring, evaluations, and coaching to ensure quality and accuracy.
• Assists with monitoring the call queue.
• Assists with evaluating call reports, developing statistics, and tracking performance levels of the contact center.
• Effectively uses the Synapsys CRM to create, monitor, and manage sales, referrals, and service events for members within Service Commitment timelines.
• Ensure team members meet the sales and production goals of the department and credit union.
• Maintains up-to-date knowledge of credit union products and services.
• Utilizes Opening Act and/or Symitar to open and process new accounts, alternate shares, certificates of deposit, consumer loan and credit card applications.
• Informs members of possible alternatives, if necessary, and provides general information to the member about the lending process.
• Accurately interprets the Fair Credit Act and the Privacy Act as they apply to credit union loans.
• Adheres to Lending Policy and Guidelines, including the effective interpretation of VOI and VOE documentation.
• Maintain and provide accurate monthly tracking and production reports to manager in a timely manner.
• Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC) and all credit union policies policies and procedures.
• Identifies potential member (internal or external) service needs which can be met through the sale of credit union products and services, or adherence to the department's policy and procedures.
• Uses Coaching skills to routinely and effectively coach staff to meet personal, departmental, and organizational goals, including documenting and tracking progress and results.
• Ensures proper housekeeping is maintained within the department areas. Responsible for the adequacy and maintenance of all equipment within the department.
Other Duties and Responsibilities:
• Performs all other duties deemed necessary to enable the department to meet its goals, to include flexibility with schedule and assisting on the phone and loan queue when necessary.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:
• A two-year college degree or equivalent; or completion of a specialized course of study at a business or trade school; or completion of a specialized and extensive in-house training or apprenticeship program.
Experience and Other Requirements:
• Three to five years of similar or related experience preferred.
• Second language preferred.
• Satisfactory completion of New Hire Orientation, New Accounts, Teller, and Lending Training through the HR/Training Department required.
• Satisfactory completion of KFCU Loan Authority Underwriting Training required.
• Must possess problem solving skills, ability to accept responsibility and be able to function independently in a fast-paced environment.
• Must possess the ability to coach, motivate and train staff regarding sales and service in order to maintain an effective and efficient workflow aimed toward member satisfaction.
• Must possess professional and effective communication skills to resolve complex work-related matters.
• Must possess the ability to establish and maintain effective working relations with employees, co-workers, and credit union officials.
• Accuracy and attention to detail required.
• Must maintain confidentiality and demonstrate dependability.
Computer Skills:
• Extensive use of personal PC required.
• Must be proficient in Microsoft Word, Excel, as well as use of internet and e-mail.
Certificates, Licenses and Registrations:
• Completion of CUNA's CPD Online courses as assigned and/or required.
• Completion of Integrity Coaching required within one year of hire date.
Interpersonal Skills:
A significant level of trusts and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, stand and walk; use hands to finger, handle, feel or grasp; reach with hands and arms; and talk or hear. The employee is occasionally required to kneel, crouch, or stoop. The employee is occasionally required to lift and/or move up to 10 pounds.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Extensive use of desktop computer is required. Extensive use of a telephone headset or handset is required. The noise level is that of a normal office environment.
DECLARATION:
The human resources department retains the sole rights and discretion to make changes to this job description.
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