MSCC Admin - MSCC Team Lead (Full-Time)

Job Title: MSCC Team Lead
Status: Non-exempt
Reports to: Manager - Onboarding and Development
Department: Member Service Contact Center
Job Code: 12089
Pay Range: $27.97 - $35.00 Hourly

WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You lead by example, demonstrating professionalism, accountability, and a strong commitment to service excellence You are a trusted subject matter expert and leader who others turn to for guidance, answers, and support in complex situations You enjoy coaching and assisting others, helping teammates build confidence, gain knowledge, improve performance, and achieve success

WHAT YOU'LL DO:

• Handle complex, sensitive, or escalated member interactions with professionalism and efficiency
• Dedicated daily time in the Supervisor/Support Escalation Queue
• Primary contact for procedure questions and escalations for the team they’re assigned to (i.e., Agents will ask their Team Lead before calling Support)
• Maintain expert-level knowledge of products, services, systems, and policies
• Ensure adherence to call center procedures, compliance requirements, and quality standards
• Meet or exceed individual performance metrics (e.g., quality, productivity, attendance, and member satisfaction)
• Act as primary support for the team in the absence of the supervisor, helping manage real-time operational needs, and engaged in the group chats
• Provide guidance, answers, and support to team members on calls, processes, and escalations
• Assist in monitoring queues, service levels, and workload distribution
• Assist with providing performance reporting, score cards, and stats for the team
• Helps supervisor/managers with administrative duties and special projects
• Provide peer-to-peer coaching, mentoring, and support to new and existing agents
• Share best practices and identify opportunities to improve team performance
• Support quality assurance efforts by identifying trends and recommending improvements
• Participate in call reviews, calibration sessions, and process improvement initiatives
• Identify gaps in processes, tools, or training and escalate recommendations to leadership

QUALIFICIATIONS AND PREFERENCES:

• H.S. Diploma or General Education Degree (GED) required
• Associate’s Degree or Bachelor's preferred
• 5 years of experience in a contact center, member service, customer service, or financial services environment required
• 1 years of demonstrated high performance within the MSCC or equivalent contact center team required
• Consistent achievement of quality, productivity, service, and attendance goals required
• Experience handling complex member issues, escalations, and problem resolution required

WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?EntityID=2&id=3329

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

#LI- Hybrid

Salary : $28 - $35