Call Center Team Lead- Phoenix, AZ
*ACTIVELY HIRING DURING COVID-19*
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.
***** Spanish-speaking applicants who have call center and/or financial center experience are encouraged to apply. *****
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).
Any individual who meets the definition of a mortgage loan originator and is employed by a federal agency-regulated institution will need to be registered on NMLS.
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.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Coordinate daily staff work efforts and is responsible for floor management to ensure department objectives and SLAs are met.
Analyze and coordinate staffing levels to ensure resources are managed effectively.
Communicates to associates on the delivery of meeting the expectation of our members by responding to them in a timely, efficient and knowledgeable manner.
Analyze key metrics, daily and weekly reports, and performance indicators to identify areas of focus and/or necessary improvements.
Assist Level 1 and Level 2 associates with questions, provide guidance and take escalation calls.
Acts as the first line resource for staff to provide guidance and direction with problem resolution.
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.
Leading the team by acting as a role model in performance and conduct, representing the team and department as a subject matter expert on products, procedures, and company systems.
Maintain daily service level with a 5% or less abandon rate.
Recommend changes to improve internal processes and member service to the reporting Manager and Director of Member Care Center.
Create new, and maintain existing, operating procedures to ensure compliance.
Review and track workflow tickets to ensure proper detail and resolution for each ticket.
Responsible for delivery of proper telephone etiquette exhibited by associates.
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 Credit Union products and services.
Assist in developing, maintaining, and delivering updated training material for Member Care Center associates.
Assist with the monitoring of associate performance and performing 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 eServices 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. Mails any forms requested.
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.
Other duties as assigned.
Develop an understanding of Credit Union philosophy, organization, bylaws, and operational procedures and comply with the requirements of the Bank Secrecy Act, AML, OFAC and all other applicable State and Federal Financial Institution Regulations.
Education and/or Experience
Requires a minimum of 3 years’ experience in call center/financial institution. Previous team lead and/or supervisory experience is preferred. A.A. degree preferred or equivalent combination of education and experience. Demonstrated experience in providing exceptional leadership and customer support in a fast paced environment. Excellent written and verbal communication skills; strong problem solving skills and data analysis abilities.
Advanced knowledge of Microsoft Office products, including Excel, Outlook, and Word.
Excellent interpersonal skills, a high degree of reliability, commitment, teamwork and creative energy to achieve success; excellent time management skills. Call quality experience and Five 9 experience preferred.
2355 W. Pinnacle Peak Rd., Phoenix, AZ 85027 USA