Member Center Team Lead (Call Center)

at  Member One Federal Credit Union

BENEFITS FOR YOU:

• Paid Time Off plan, 8 hours of paid volunteer time, YOUnity Day (paid time off to celebrate a holiday that may not fall within the federal holidays)
• Twelve weeks paid maternity leave and paid parental leave
• Up to 12 paid holidays
• 401(k) with 100 percent employer match up to the first six percent
• Tuition reimbursement
• Medical, dental, and vision insurances
• Company-paid life insurance and short-term/long-term disability plans

Job Summary: As a Team Lead you are responsible for directing the daily activities of your team to ensure that members receive exceptional service, accurate information and are educated on products that will benefit them. You will work with minimal supervision and provide support to your members and your team through all communication channels to include phone, fax, mail, and electronic services. The Team Lead will be expected to serve members by performing the duties of their team on a regular basis to assist their team. Expected to provide ongoing feedback to direct reports on a weekly basis with the intent to increase member loyalty while providing first class member service utilizing The Member Advantage resources. Effective communication leads to achieving overall goals and objectives as well as enriching the lives of members and employees. Duties include assisting with hiring staff and heading the onboarding and staff training process. The Team Lead will have the ability to adapt to a constantly evolving industry landscape. Responsibilities include planning, assigning, coaching, and disciplining employees, addressing complaints, and resolving problems. The Team Lead must maintain a professional, courteous, and helpful manner.

• Actively supports the mission, vision, and core values of the Credit Union to deliver excellent service.
• Supports Credit Union Management, the Board of Directors, and Credit Union sponsored events and activities.
• Ensures that the confidentiality of all information and transactions regarding the Credit Union, its members and its employees are held to the highest level of business ethics.
• Promote and encourage a positive environment on the member center floor by creating a positive attitude among all employees to attain high standards of member service. Create an environment that supports a cohesive team culture including clear goals, employee empowerment regarding decision-making, feedback, and recognition. Ensure that this same level of focus is provided to work from home employees to ensure they remain engaged, motivated, and part of the team.
• Understands, adheres to, and communicates with direct reports all MOFCU policies and procedures, making sound business decisions within scope of authority. Seeks to gain knowledge of member needs, service opportunities and knowledge of market. Protect company reputation and guardianship via business ethics, integrity, and legal compliance. Achieve satisfactory scores on all contact center audits as well as ensuring employees are always operating within regulatory guidelines. Accepts responsibility for the performance of the team, including all subordinates.
• Maximizes member service through coaching, onboarding, training, motivating, and scheduling direct reports. Plans and implements appropriate training programs and meetings for all personnel within their contact center team to ensure a high level of performance. Supports the member relationship building process, including The Member Advantage. Oversees or conducts regularly scheduled team meetings.
• Assist in interviews and hiring decisions with management support. Responsibilities include monthly coaching, completing performance appraisals, career development plans, handling disciplinary actions, and when necessary, making recommendations for terminations.
• Collaborate with management to monitor operating procedures and processes to improve productivity, response time, and the efficient utilization of employees. Inform management of complaints, concerns or suggestions while acting as a mediator and counselor to resolve staff problems and/or member complaints.
• Increase the overall productivity of the center by implementing relevant employee training, budgeting effectively, eliminating inefficiencies and capturing growth opportunities.
• Motivate team to increase productivity and job knowledge to support a strong sales and service orientation among the team.
• Comply with all fair lending laws and the prohibitions enumerated in the credit union’s lending policy.
• Comply with all federal regulations, credit union policies and procedures, including Bank Secrecy and the USA Patriot Act.
• Perform all duties outlined and required of Member Center Associates, e-Services, Coordinator and Loan Sales Specialists, assisting in those jobs as needed. Perform a variety of administrative and clerical duties related to conducting all credit union business.
• Take escalated calls from members regarding matters not able to be adequately resolved by Contact Center team.
• Assist in continuous training of contact center employees and updating of all federal, state and credit union regulations.
• Ensure that the quality and quantity of the team’s work is maintained at acceptable levels.
• Observe security and regulatory procedures.
• Perform additional duties as assigned.
• Acts as a steward for “People Standards” to enhance internal and external member experience and service levels in daily operations
• Comply with all federal regulations, Credit Union policies and procedures, including Bank Secrecy and the USA Patriot Act.
• Comply with all fair lending laws and the prohibitions enumerated in the Credit Union’s lending policy.
• Actively supports the mission, vision, and core values of the Credit Union to deliver excellent service.

Member One Federal Credit Union (MOFCU) is committed to the full inclusion of all qualified individuals. As part of this commitment, MOFCU will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact a member of our People Operations Team at 540-982-8811 or pops@memberonefcu.com.
Member One is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. M/F/Disability/Covered Veteran.
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• Actively supports the mission, vision, and core values of the Credit Union to deliver excellent service.
• Supports Credit Union Management, the Board of Directors, and Credit Union sponsored events and activities.
• Ensures that the confidentiality of all information and transactions regarding the Credit Union, its members and its employees are held to the highest level of business ethics.
• Promote and encourage a positive environment on the member center floor by creating a positive attitude among all employees to attain high standards of member service. Create an environment that supports a cohesive team culture including clear goals, employee empowerment regarding decision-making, feedback, and recognition. Ensure that this same level of focus is provided to work from home employees to ensure they remain engaged, motivated, and part of the team.
• Understands, adheres to, and communicates with direct reports all MOFCU policies and procedures, making sound business decisions within scope of authority. Seeks to gain knowledge of member needs, service opportunities and knowledge of market. Protect company reputation and guardianship via business ethics, integrity, and legal compliance. Achieve satisfactory scores on all contact center audits as well as ensuring employees are always operating within regulatory guidelines. Accepts responsibility for the performance of the team, including all subordinates.
• Maximizes member service through coaching, onboarding, training, motivating, and scheduling direct reports. Plans and implements appropriate training programs and meetings for all personnel within their contact center team to ensure a high level of performance. Supports the member relationship building process, including The Member Advantage. Oversees or conducts regularly scheduled team meetings.
• Assist in interviews and hiring decisions with management support. Responsibilities include monthly coaching, completing performance appraisals, career development plans, handling disciplinary actions, and when necessary, making recommendations for terminations.
• Collaborate with management to monitor operating procedures and processes to improve productivity, response time, and the efficient utilization of employees. Inform management of complaints, concerns or suggestions while acting as a mediator and counselor to resolve staff problems and/or member complaints.
• Increase the overall productivity of the center by implementing relevant employee training, budgeting effectively, eliminating inefficiencies and capturing growth opportunities.
• Motivate team to increase productivity and job knowledge to support a strong sales and service orientation among the team.
• Comply with all fair lending laws and the prohibitions enumerated in the credit union’s lending policy.
• Comply with all federal regulations, credit union policies and procedures, including Bank Secrecy and the USA Patriot Act.
• Perform all duties outlined and required of Member Center Associates, e-Services, Coordinator and Loan Sales Specialists, assisting in those jobs as needed. Perform a variety of administrative and clerical duties related to conducting all credit union business.
• Take escalated calls from members regarding matters not able to be adequately resolved by Contact Center team.
• Assist in continuous training of contact center employees and updating of all federal, state and credit union regulations.
• Ensure that the quality and quantity of the team’s work is maintained at acceptable levels.
• Observe security and regulatory procedures.
• Perform additional duties as assigned.
• Acts as a steward for “People Standards” to enhance internal and external member experience and service levels in daily operations
• Comply with all federal regulations, Credit Union policies and procedures, including Bank Secrecy and the USA Patriot Act.
• Comply with all fair lending laws and the prohibitions enumerated in the Credit Union’s lending policy.
• Actively supports the mission, vision, and core values of the Credit Union to deliver excellent service