Member Care Center Team Lead

Join Us in Making an Impact
•At OneAZ Credit Union, our success is measured only by yours. We're here to create lasting change in the lives of our members, our communities, and our team. If you're looking for a career with purpose, where your work truly matters-you've found it!


Who You Are


You're impactful, compassionate, and fearless, ready to embrace new challenges and shape the future of financial well-being. You take accountability for our success and thrive in an environment where curiosity is celebrated. If this sounds like you, let's build something great together.


What You'll Do


This position will be located at our Corporate Office: 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027

*** Please be advised that this is NOT a remote position. The person who fills this role will work in-office. ***

Supports all Member Care Center operational activities. Responsible for delivering coaching and education to Member Care Center Associates. Supports activities of associates engaged in assisting members by telephone, email, and chat services. Conducts quality call monitoring, Member Care Center training, problem solving, administrative reports and monitoring workflow. Assists with, education and development, scheduling, and member service/quality control initiative/requirements.

• Provide support and coordination of daily staff work efforts and floor management when management is unavailable.
• Communicates to associates on the delivery of meeting the expectation of our members by responding to them in a timely, efficient and knowledgeable manner.
• Supports daily operations of the department to include the development of analysis, QC (Quality Control), mentoring/ scheduling, and recognition programs.
• Be available daily and provide associates with guidance on routine problem-solving development/actions. Assist and respond to escalated issues, directly and indirectly demonstrating experience, and judgment and guarantee member satisfaction.
• Maintain daily service level with a 10% or less abandon rate.
• Recommend changes to improve internal processes and member service to the reporting Supervisors and Digital Operations Manager.
• Responsible for delivery of proper telephone etiquette.
• Prepares correspondence to members requiring excellent written communication skills.
• Assist with associate training and development, inclusive of silent monitoring, quality assurance and cross-selling of all CU products and services.
• Assist in developing and maintaining updated training material.
• Assist with the monitoring of associate performance and administering evaluations.
• Prepare various performance reports as assigned by management.
• Demonstrate knowledge of various applicable regulations, procedures and laws effecting retail banking requirements.
• Responds to member and associates in use of 3rd party software related to telephone and online banking.
• Explains, promotes and cross sells various beneficial credit union products and services to members for established referral/sales goals.
• Provides support for Member Care Center phone queue.
• Provides support for Virtual Services phone queue and help desk.
• Provides members with account balance, activity, and history upon members' request.
• Performs account research, account transactions, check withdrawals, transfers, and account maintenance.
• Assists with dividend verification, common inquiries, NSF checks, and statement copies.
• Provides loan rates.
• Performs loan payments, term calculations, and loan payoff information.
• Informs members of savings, checking, money market, share certificates, IRA, and club account features and benefits.
• Maintains knowledge of Credit Union field of membership.
• Assists members with deposit account rates, stop payment orders, copies of share drafts and overdraft line of credit advances.

What You Bring

• High school diploma or General Educational Development (GED).
• Associate's degree preferred or equivalent combination of education and experience preferred.
• 3 to 5 years of similar or related experience. Requires a minimum of 3 years' experience in call center/financial institution required
• Call quality experience and Cisco experience preferred.
• Demonstrated experience in providing exceptional leadership and customer support in a fast-paced environment. (Medium proficiency)
• Excellent written and verbal communication skills; strong problem-solving skills and data analysis abilities. (High proficiency)
• Advanced knowledge of Microsoft Office products, including spreadsheets, Outlook, and Word. Excellent interpersonal skills, a high degree of reliability, commitment, teamwork and creative energy to achieve success; excellent time management skills. (High proficiency)
• A passion for people, innovation, and growth.

Compensation & Benefits

• Generous paid time off: paid holidays, floating holidays, personal days, vacation days, plus sick time
• Low-cost Medical, Dental & Vision plans
• Paid childcare assistance
• Award-winning 401K
• Gym fee reimbursement
• Tuition Reimbursement
• Student loan repayment
• ...and much more. Explore all the details in our comprehensive Benefits Booklet
• Target hiring range $24.00 / hr - $30.00 / hr (Depending on experience and prior to any incentives this position is eligible for)

Why Join OneAZ?


At OneAZ, we're not just a credit union; we're a financial trailblazer that passionately cares about inspiring dreams and driving prosperity in the communities we serve. We exist to clear the way for dreamers and doers, aspiring to be the bank for new pioneers.


We are driving change in our communities, constantly improving our products and services so our members and their families can relentlessly pursue their dreams. By embodying our values and living our promise, you'll be part of a team committed to exceeding expectations and redefining what's possible.


Additional Notes:


Knowingly submitting false information will result in disqualification for consideration of future positions, termination of employment and forfeiture of other rights. Candidates for this position will be required to sign an authorization for OneAZ to conduct a credit and criminal background check, pursuant to procedures in the Fair Credit Reporting Act and any other applicable laws. All candidates will be considered for this position on an individualized basis, in compliance with all applicable equal employment opportunity laws. Any individual who meets the definition of a mortgage loan originator (MLO) and is employed by a federal agency-regulated institution will need to be registered on the Nationwide Mortgage Licensing System (NMLS). Ensures compliance with applicable policies, laws, and regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) compliance, USA Patriot Act, and Office of Foreign Assets Control (OFAC). This job description should not be considered all-inclusive. It is merely a guide of expected duties. The associate understands that the job description is neither complete, nor permanent and may be modified at any time. At the request of their supervisor, an associate may be asked to perform additional duties or take on additional responsibilities without notice. Complies with all policies and standards. Position grades could fluctuate based on market value.