Nuvision Federal Credit Union · 3 hours ago
Call Center - Member Contact Center Team Lead - Full Time - Remote (AK, AZ, NV, TX, WA, WY)
United States
Full-time
Remote
Mid, Senior Level
$29.31/hr - $43.96/hr
3+ years expNuvision Federal Credit Union is seeking a Member Contact Center Team Lead to assist in managing the day-to-day operations of the Contact Center staff. This role involves staff development, ensuring quality service delivery, and upholding a member-centric environment while acting as manager in the absence of the Contact Center manager.
Banking
No H1B
Responsibilities
Assist with monitoring the day-to-day operations of the Contact Center to help ensure that sales and service level agreements are met
Assists with for scheduling, reporting, resolving escalated issues, staff development, schedule adherence, and projects as assigned
Assists Manager with the development and revision of Contact Center directives/procedures, ensures proper staff communication and adherence to policies and procedures
Monitors calls for quality and training purposes
Assists Contact Center Manager with developing, mentoring, motivating, coaching and monitor performance to enhance service and performance results
Assists with the development of annual performance goals, input and recommendations for training plans, performance evaluations and appropriate personnel actions for each direct report
Other: Develops effective working relationships with internal partners
Ensures that operating procedures are followed to minimize security risk, protect corporate assets, and attain a satisfactory rating on internal audits
Adheres to all risk management guidelines and complete all required compliance training within time frame provided
Performs necessary adjustments/corrections on member’s accounts. Including written follow up via email or letters
Acting Manager in absence of Manager for Contact Center
Assists staff with routine duties as time allows and provides coverage when there are staff shortages this includes working Saturdays
Supports and participates in continuous improvement activities
Represents the Credit Union in a positive and professional manner
Other related duties as assigned
Maintains member and other sensitive information with confidentiality
Treats all co-workers and members with respect
Qualification
Required
3 to 5 years of demonstrated progressive credit union or related banking experience is required (with at least 2 years in a Sr. level role)
Previous customer service experience
Aptitude for problem solving
Comprehensive knowledge of products and services
Ability to deal with a constant influx of telephone calls and interruptions
Thorough knowledge of applicable law, regulations, compliance practices and Credit Union procedures
Strong proficiency with computers and computer software applications with advanced proficiency in Microsoft Office (including spreadsheets, word processing and presentation software
Must be able to communicate effectively with members, management and co-workers
Ability to interface with people in a positive manner
Proficient in MS Word, Excel and ability to create reports
Able to handle difficult/irate escalated calls
Ability to analyze and solve problems relative to member service needs
Team oriented and the ability to work collaboratively
Must be able to coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion
Courtesy, tact, and diplomacy are essential elements of the job
Work involves much personal contact with others inside and outside of the organization
Strong interpersonal and consulting skills
Excellent written and verbal communication skills
Ability to compose and provide reports either through Excel or Prism
Preferred
Three to 5 years Call Center operations experience in a supervisory position
Experience with system conversions and/or implementations
2 years' experience in a Supervisory role
Understanding of member centric environments
Knowledge of work force management administration to coordinate work schedules for staff
Manage real-time and historical call volumes and reporting to ensure scheduling process to minimize service level impacts and overtime
4-year degree in business or related field
Benefits
Medical
Dental
Vision
Life Insurance
Flexible Spending Account
401(k) Matching
Paid Time Off
Training Provided
Tuition Reimbursement
Company
Nuvision Federal Credit Union
Our Nuvision team is honored to serve our 150,000 plus members and provide exceptional service, best-in-class products, and great member experiences.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Roger Ballard
Chief Executive Officer
Barbara A. Barry
Chief Experience Officer
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