Contact Center Lead

Contact Center Lead

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Position Summary

The Contact Center Lead will assist Member Service Representatives in performing their duties, such as responding to member inquiries and resolving issues or complaints. The role is also responsible for the Member Service Representatives' training, development, coaching, and quality assurance.

Principle Duties and Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works purposefully and is driven to provide the best team member experience.
• Competent in all areas of the contact center, including member servicing, loan origination, and relationship building.
• Provide support with daily activities, including chat support, team member schedule adherence, team coaching, and member escalations.
• Handle escalated member issues and complaints, resolving them quickly and effectively.
• Escalates member feedback to management and makes member callbacks to support net promoter efforts.
• Applies advanced knowledge and experience to situations and can recognize potential risks for fraud or other loss, including reputation loss to a member or Wellby.
• Understand our members' needs and will use the best-fit solutions to meet them while providing the highest level of service.
• Adheres to Wellby member service, outreach, and follow-up standards.
• Consistently enlightens members on alternate digital options to manage their accounts.
• Coach Member Service Representatives to attain individual, team, and operational goals.
• Fosters a positive and engaging work environment for team members.
• Champion change within the team and throughout the virtual communication center.
• Assumes responsibility for related duties and special projects, including training assistance of new team members as required or assigned.
• Understands and complies with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Wellby Financial Credit Union's policies and procedures.
• Completes all mandatory compliance testing by deadlines. Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures.
• Actively participates in community development activities as assigned to support the Credit Union.
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby's organizational functions and general operating policies and procedures.
• Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
• Knowledge of credit union services and products.
• Knowledge of personal computer, utilizing Microsoft Office Suite and other software's.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding devices.
• Skilled in exercising initiative and using good judgment to make sound decisions.
• Skilled in interacting with staff, management, vendors, and members diplomatically and tactfully.
• Skilled in responding to requests regarding complex financial information/data.
• Ability to navigate various digital platforms and understand, assess, and communicate through them.
• Ability to work in stressful, high-pressure situations and handle multiple tasks simultaneously.
• Ability to handle difficult situations with poise and professionalism.
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to communicate clearly and concisely, orally and in writing.

Supervisory Responsibilities

• Team member does not have supervisory responsibilities.

Complexity & Scope of Work

• The team member performs a variety of related tasks, which are primarily routine but sensitive in nature.
• Non-routine situations or conflicts are usually referred to the supervisor for resolution.
• Instructions to the team member may be general or specific in nature.
• Courses of action are determined by established procedures and/or the Contact Center Manager.
• The team member's work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that a team member must meet to perform the essential functions of this position successfully. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting, standing, reaching, and grasping, operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings. The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with members, management, and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an adequately cooled, heated, lighted, and ventilated area.

Minimum Qualifications

• High School Diploma or equivalent required.
• Bachelor's degree in business administration, management, or a related field preferred.
• Minimum five (5) years of financial services and contact center experience or similar required.
• Minimum two (2) years of leadership experience preferred.
• Bilingual preferred.
• Experience in responding effectively to extremely sensitive, complex, and/or urgent member requests.
• Experience in work, which progressively displays increased levels of responsibility.

For All Candidates

This is a Full-Time, Hourly (Non-Exempt) role.

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status, or any other legally protected characteristic. If you want more information about your EEO rights as an applicant under the law, please contact Human Resources.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation, please email View email address on click.appcast.io or call View phone number on click.appcast.io for assistance.

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish an employment contract and are subject to change at the discretion of the organization.