** Information Center Team Leader - Loan Origination, Chelmsford, Full-Time**

**Job Category****:** Information Center **Requisition Number****:** INFOR003860 Showing 1 location **Job Details**

**Description**

**Schedule: 3 days 9-6, 2 days 12-9 and Alternating Saturdays 9am-3pm (40 hours)**

**Essential Functions:**

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Provide timely coaching and feedback to direct reports, as well as other employees within the Information Center

* Accurately evaluate employee's performance, both accomplishments and areas for development

* Create well written monthly meeting review documents and annual performance evaluations for each agent on the team. Meet all deadlines for delivering performance reviews.

* Monitor team's contact performance standards, including service excellence, phone/email/chat statistics and sales results

* Create performance improvement plans for employees not meeting expectations. Provide necessary follow up coaching and disciplinary action, if necessary

* Monitor department service levels and other contact center related statistics throughout the day. Make suggestions to management about how to improve department's performance

* Facilitate regular team meetings and monthly one on one coaching sessions

* Make process improvement suggestions in an effort to improve the efficiency of operations in the Information Center. Solicit suggestions from staff members

* Accurately process transactions and file maintenance

* Foster teamwork within the Information Center and with other areas of the credit union

* Participate in personal development process by being receptive to coaching feedback from Information Center Management

* Participate on project teams and/or lead projects as assigned by Information Center Management

* LOT Team Leader:

* Provide underwriting training and coaching to LOT and branch staff

* Perform other job-related duties as assigned by Managers(s).

**Other Duties:**

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

**Job Competencies:**

* Coaching

* Communication

* Conflict Management

* Professional Development

* Member Focus

* Decision Making and Problem Solving

* Faciliating Change

* Follow Up

* Managing Work

* Team Leadership

**Education and Experience Requirements:**

* High school diploma or equivalent

* Previous supervisory or management experience preferred

**Additional Eligibility Requirements:**

* Strong technical skills

* Excellent communication skills

* Organizational and time management skills

**Supervisory Responsibility:**

This position requires direct supervision of 8-15 Information Center Specialists or Specialist II positions

**Work Environment:**

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

**Physical Demands:**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools or controls and to reach with hands and arms.

**Service Excellence: The DCU Way:**

All employees are expected to provide service excellence the *DCU Way* through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of DCUs culture:

* People come first

* Do the right thing

* Make a difference

**Bank Secrecy Act (BSA):**

All Credit Union employees are required to complete all BSA related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identify and report possible suspicious activity.

We are proud to be an EEO/AA employer M/F/D/V.

**Qualifications**

**Skills**

**Behaviors**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)