Member Contact Center Specialist

Member Contact Center Specialist

Are you an expert on Credit Union products and services? Are you excited to be a liaison between staff and leadership?

Our Member Contact Center Specialist functions as a senior team leader and escalation point for complex Member issues. This role demonstrates expert knowledge of all Credit Union products, services, and digital platform while supporting the team. They serve as a liaison between staff and leadership, support initiatives to improve the Member experience, and support schedule adherence to maintain manageable call volume.

Requirements & Responsibilities

• Act as a team lead and escalation point for complex Member issues.
• Serve as a liaison between call center staff and leadership to support Member service goals
• Support initiatives to develop Member focused incentives that enhance service quality.
• Support leadership with updates to policies, procedures, and training courses.
• Support schedule adherence to help maintain manageable call volume and service level.
• Support inbound Member calls during high call volume or staffing shortages, as needed/directed.
• Assist Supervisors with quality assurance and team development as directed
• Oversee final training and validation that new representatives are prepared for independent performance.

Qualifications:

Education: High School diploma or equivalent required.

• Extensive experience in the role.
• 3 or more years in similar responsibilities or progressively advanced positions.

Preferred: Bachelor's degree or equivalent education.

Technical:

• Expert-level proficiency in all core systems, platforms, and tools.
• Able to troubleshoot complex system issues independently and provide solutions or workarounds
• Adapts quickly to new technologies or process changes and assists in implementation or training.
• Creates or improves documentation, workflows, or best practices for team use.
• Recognized as a technical resource for peers and leadership

Benefits & Total Rewards

• Medical, Dental, and Vision 100% employee-only plans paid by LBS
• 12 Paid Holidays, 3 weeks PTO, and Sick Time
• Defined Benefit Pension Plan
• 401(k) and Roth(k) Retirement Plans
• Insurance: Life, AD&D, LTD
• Critical Illness, Accident Insurance, and Hospital Indemnity
• Educational Reimbursement
• Paid Volunteer hours
• Loan discounts and free branch services
• Discount entertainment: movie tickets, travel, car rentals, and much more
• Wellness Benefits starts 1st of the month following 30 days of employment

Pay Range

In accordance with California's Pay Transparency Act, the expected salary range for this position is between:

$28.42 - $35.52

Actual pay will be determined based on a candidate's specific qualifications, including their knowledge, skills, education and experience, internal equity consideration, as well as other job-related factors permitted by law.

External Candidates: As part of our screening process, LBS Financial conducts background investigations on candidates who are extended an offer and who agree and authorize us to do so. This investigation will include:

• Employment Verifications - Employment Dates & Job Titles
• Credit Report
• Criminal Records Search
• Social Security Search
• Governmental Registries Search

Additionally, candidates must be eligible to be bonded through a fidelity bond to cover employee loss and risk.

Internal Candidates: As an Employer of Choice, LBS Financial strives to support our employees' career growth and encourage employees to apply for job opportunities for which they believe they are qualified. The Credit Union may interview outside as well as internal candidates.