What are the responsibilities and job description for the Member Contact Center (Call Center) Team Lead position at Great Lakes Credit Union?
Great Lakes Credit Union is Hiring GREAT people for our GREAT team!
Do you enjoy customer interaction and relationship building?
WE WANT YOU ON OUR TEAM!
The Member Contact Center Team Lead plays a crucial role in ensuring the efficient and effective operation of Member Contact Center (MCC). The Team Lead is responsible for overseeing daily operations, providing guidance, instruction, coaching and fostering a positive work environment within the team. Demonstrates and reinforces a sense of urgency and commitment to providing service and support. Also responsible for maintaining a work environment conducive to teamwork and a high level of performance and productivity, which includes demonstrating and encouraging positive working relationships which promote member service.
As a Member Contact Center Team Lead your duties will be:
- Guide, motivate and support team to deliver exceptional member experience and achieve performance expectations.
- Resolve escalated calls effectively and in a timely manner.
- Handle complex inquiries, conduct thorough investigation and provide overrides with due diligence.
- Provide feedback to staff regarding performance based on observations and monitoring; ensure concerns are promptly communicated to an MCC Manager.
- Identify ongoing training needs and coordinate with MCC Manager and Organizational Development.
- Assists with the onboarding of new hires.
- Assists in monitoring call queues, response rates and volume escalations.
- Meet and exceed performance goals with a focus on department and credit union goals.
- Works with other GLCU departments to meet members’ needs.
- Ensure daily operations are completed.
- Ensure all procedures and updates follow our Knowledge Port guidelines.
- Execute the responsibilities of the Member Care Specialist position as well as the Digital Support Specialist.
- Maintain compliance with all applicable federal, state, and local rules and regulations, and following all GLCU’s policies, procedures, and internal controls.
- Ability to recognize when call volumes and digital volumes are high and will assist in taking calls, closing tickets, and resolving digital inquiries independently while ensuring all team members are doing the same
- Act as the department’s primary point of contact for providing support with inquiries, handling escalations, and offering guidance on procedures for the member care specialists on the team.
- All other duties as assigned.
Requirements needed to be part of this team:
- Minimum of two years of experience as a member care specialist or industry equivalent.
- Must have knowledge and ability to handle all member inquiries up to and including escalated calls.
- A high school education or GED
Benefits We Offer:
At GLCU, we believe that our employees are our greatest asset. That's why we offer a comprehensive benefits package designed to support your well-being and help you thrive both personally and professionally. Here’s what you can expect:
Competitive total compensation package: We offer a competitive total compensation salary structure that rewards your hard work and contributions.- Health & Wellness: Enjoy comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. We also provide access to wellness programs and health membership reimbursement. The company paid STD and LTD.
- Employee Banking Benefits: Enjoy the flexibility and convenience with 24/7 digital banking, a network of more than 30,000 ATMs, 18 branches.
- Company Paid Life Insurance: Enjoy peace of mind with company-paid life insurance, providing financial protection for you and your loved ones.
- Generous Paid Time Off: Recharge and relax with a generous PTO policy and paid holidays.
- Retirement Savings Plan 401(k): Plan for your future with our 401(k)-retirement savings plan, complete with employer matching contributions to help you reach your financial goals.
- Professional Development: We are committed to your growth! Take advantage of our training programs, mentorship opportunities, and tuition reimbursement for continuing education.
- Employee Recognition Programs: We celebrate your achievements and milestones through various recognition programs.
- Diverse and Inclusive Culture: Join a vibrant team that values diversity and fosters an inclusive environment where everyone feels welcome and empowered.
- Community Engagement: Participate in our community service initiatives and volunteer opportunities to make a positive impact in the communities we serve.
Join us at GLCU and discover a workplace that invests in you! We’re the total package!
Great Lakes Credit Union is proud to be an Equal Opportunity Employer,
Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.