Call Center Lead

Summary

This position reports directly to the Call Center Manager/Supervisor and is responsible for building and fostering relationships with members and potential members. The Call Center Lead gathers and analyzes member data at the time of each interaction to respond to inquiries and offer customized solutions using in-depth knowledge of Coast Hills’ products, services and technologies.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.

• Developing and deepening member relationships by providing high-quality consultative service that identifies member needs and matches those needs with value-added CHCU products and services.
• Positively demonstrate leadership and teamwork by proactively assisting colleagues when needed as well as actively participating and contributing during meetings.
• Assists MSCS in solving complex member issues by telephone, fax, and mail.
• Performs all Call Center Associate and Representative essential duties.
• Assists management team with overrides, handles escalated calls, and monitors call volume.
• Assists eBranch team with Fraud accounts, review completed UAR’s and assists members during process. Tracks and monitors suspected fraud and escalates to appropriate credit union department and shares suspected fraud findings to team during department meetings.
• Assist management team by preparing employee’s weekly, lunch and break schedules.
• Assist management team with monthly call evaluations.
• Opens and closes new membership accounts, IRA’s, Trusts, Special Accounts, and Estate accounts.
• Performs advanced duties related to death claims, including requesting necessary documents and reviewing documents for accuracy.
• Assists members with online banking and resolves escalated issues referred by department employees and management.
• Process all foreign currency requests received from branches and members with CXI access.
• Processes all wire requests received via phone, email, or fax.
• Monitors and assigns LSI Tickets in the LSI Service Link site.
• Monitors and responds to Live CHAT with members, ensuring timely response and that accurate information is provided.
• Monitors MSCS emails; processes all requests received after verification is completed.
• Manages Call Center email groups, including Member Service, INFO and ECM.
• Manages Secure Support messaging, ensuring timely response and that accurate information is provided.
• Accesses Web Bill Pay to assist members with inquires, open cases, placement of stop payments, and to add and remove accounts.
• Performs complex problem resolution, research, and account adjustments.
• Resolves errors and escalated member concerns in a timely manner.
• Performs all account file maintenance.
• Ensures that daily department duties are completed, including department set up and end of day balancing.
• Trains new employees in department operations as requested by management team.
• Promotes and cross-sells Credit Union services, products, programs, and investment opportunities.
• Remains current on knowledge of Credit Union policies, procedures, and services.
• Performs duties as assigned by management.

• Communication
• Member Service Orientation
• Quality/Quantity
• Job Knowledge
• Judgment
• Self-Management

The requirements listed below are representative of the knowledge. skill, and/or ability required.

• Two or more years of customer service experience in a retail or banking environment.
• One…