Team Lead, Member Service Center

DATE: March 13, 2024

STATUS: Full Time / Exempt

REPORTS TO: Member Service Manager

LOCATION: Corporate Office

COMPENSATION: The starting salary for this position is expected to be between $56,000 - $60,000. The actual salary will be determined based on experience and other-job related factors, consistent with applicable law.

HOURS: 37.50 hours per week

SCHEDULE: Monday – Friday, 8:30 – 5:00

Position Overview

The primary function of the MSC Team Lead is to provide support, resources, and assistance to Member Service Center Representatives daily, with oversight of 6-8 agents. The Team Lead responds to escalated member service calls as needed. It is essential that the Team Lead provides staff with accurate information on the credit union’s products and services and respond to any questions, concerns, and/or complaints in an effective and professional manner. This position will also be a source of training and problem solving for all employees within the department. The Team Lead is required to meet department performance objectives and sales goals as determined by management as well as mentor others to meet their required goals. Perform all responsibilities in a manner that serves The Summit’s Mission and upholds the credit union’s values.

Employment Expectation: Must be capable of performing the following essential responsibilities, with or without reasonable accommodations, as outlined below.

Essential Responsibilities

• Assist MSCRs with researching and resolving member questions, problems, and complaints via multiple communication channels (phone, chat, e-mail, etc.) (internal support line)
• Serves as first level response to escalated calls and member inquiries.
• Assist in daily monitoring of team performance and call volume, including reporting on metrics, quality monitoring, and coaching/mentoring of employees. Work with representatives to ensure there is maximum queue coverage.
• Oversight of daily staffing and volume, utilize additional resources as needed. Provides daily direction and communication to employees so that member service calls are answered promptly and professionally.
• File Maintenance review.
• Assist with departmental scheduling and ensure schedule adherence.
• Promotes needs-based solutions philosophy with staff (Creating Member Loyalty)
• Follows the defined Quality Assurance program to reinforce positive behaviors and skills identified through the monitoring process. Ensure quality assurance by monitoring agent calls to observe agent demeanor, technical accuracy and conformity to company policies and procedures.
• Motivate and encourage employees through real-time, positive communication and feedback.
• Assist with hiring/interviewing, onboarding, training, and mentoring of newly hired and or/promoted Member Service Center representatives.
• Actively participate in team meetings to provide a forum for open communication and problem resolution and to ensure that the goals of the department are being met and policies and procedures are being followed.
• Creates incentives, holds contests and similar activities to foster a work environment that is both challenging and fun.
• Performs monthly individual coaching and weekly touch bases with staff to review performance metrics.
• Provides continual evaluation of processes and procedure. Responsible for suggesting methods to improve department operations, efficiency, and service.
• Provide account review, withdrawal verifications, signature verification and overrides for staff as needed.
• Assists manager and supervisor in evaluating staff’s performance by providing feedback in preparation of quarterly assessments and annual reviews.
• Review/approve timecards for team in a timely manner.

Other Responsibilities

• Serve as backup to all Member Service Center functions as necessary to maintain service levels and meet department performance expectations.
• Assist in various duties and special projects as assigned by management.

• Participate in the testing of new and existing system, software, and technology platforms. Provide feedback to management.
• Maintain extensive knowledge of all regulatory, legal, and compliance issues as they apply to all facets for the credit union industry.
• Supervise the department in the absence of management, when necessary.

Qualifications

Education & Experience - Applicants must possess the following qualifications or an equivalent combination of education and experience:

• Education: High School Diploma or GED equivalent
• Experience: 4-6 years’ experience sales and customer service
• Prior call center, banking, and leadership experience strongly preferred.
• Knowledge of Microsoft Windows and Office Suite required.

Knowledge/Skills

• Demonstrate a mastery of product, procedural and best practices knowledge.
• Effective communication skills, including listening skills, to build relationships and member loyalty.
• Excellent interpersonal skills to create positive member experience.
• Strong oral and written communication skills
• Strong attention to detail and organizational skills
• Ability to handle confidential/sensitive information in a professional manner.
• Ability to remain calm and courteous under pressure, multi-task and prioritize work.
• Ability to make recommendations and/or effectively resolve problems or issues by using judgment that is consistent with credit union standards, practices, policies and procedures and all applicable regulations and government laws.

Work Environment

• Lifting (5-10 pounds)
• Standing/Sitting extended periods of time, while working in front of computer monitor
• Typing / Data Entry
• Professional Office Environment
• Overhead Lighting

Licensure Requirements

• In compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (S.A.F.E. Act) and the statute’s regulations, applicants must be eligible to register as a Mortgage Loan Originator (MLO). Candidates being considered will be subject to a credit check and fingerprinting.
• Candidates being considered will be subject to a credit check and fingerprinting.

Safe Work Performance Expectations

We expect our employees to follow all objectives for safe work performance and be responsible for their own actions and conduct.

EQUAL OPPORTUNITY EMPLOYER: The Summit Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with disability.

Subject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures. Employees complete annual BSA, AML, Information Security, Privacy, and other job-related training requirements as established by the Summit and within deadlines.

*Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.