Contact Center Lead Job Sugar Land area,Texas USA,Customer Service/HelpDesk

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Position Summary

The Contact Center Lead will assist Member Service Representatives in performing their duties, such as responding to member inquiries and resolving issues or complaints. The role is also responsible for the Member Service Representatives' training, development, coaching, and quality assurance.

Principle Duties and Responsibilities

Willingness and ability to exhibit Wellby Core Values every day.
Works purposefully and is driven to provide the best team member experience.
Competent in all areas of the contact center, including member servicing, loan origination, and relationship building.
Provide support with daily activities, including chat support, team member schedule adherence, team coaching, and member escalations.
Handle escalated member issues and complaints, resolving them quickly and effectively.
Escalates member feedback to management and makes member callbacks to support net promoter efforts.
Applies advanced knowledge and experience to situations and can recognize potential risks for fraud or other loss, including reputation loss to a member or Wellby.
Understand our members' needs and will use the best-fit solutions to meet them while providing the highest level of service.
Adheres to Wellby member service, outreach, and follow-up standards.
Consistently enlightens members on alternate digital options to manage their accounts.
Coach Member Service Representatives to attain individual, team, and operational goals.
Fosters a positive and engaging work environment for team members.

Champion change within the team and throughout the virtual communication center.
Assumes responsibility for related duties and special projects, including training assistance of new team members as required or assigned.
Understands and complies with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Wellby Financial Credit Union's policies and procedures.
Completes all mandatory compliance testing by deadlines. Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures.
Actively participates in community development activities as assigned to support the Credit Union.
Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

Knowledge of Wellby's organizational functions and general operating policies and procedures.
Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
Knowledge of credit union services and products.
Knowledge of personal computer, utilizing Microsoft Office Suite and other software's.
Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding devices.

Skilled in exercising initiative and using good judgment to make sound decisions.

Skilled in interacting with staff, management, vendors, and members diplomatically and tactfully.
Skilled in responding to requests regarding complex financial information/data.

Ability to navigate various digital platforms and understand, assess, and communicate through them.
Ability to work in stressful, high-pressure situations and handle multiple tasks simultaneously.
Ability to handle difficult situations with poise and professionalism.
Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
Ability to work in a fast-paced team environment with exceptional customer service skills.
Ability to communicate clearly and concisely, orally and in writing.

Supervisory Responsibilities

Team member does not have supervisory responsibilities.

Complexity & Scope of Work

The team member performs a variety of related tasks, which are primarily routine but sensitive in nature.
Non-routine situations or conflicts are usually referred to the supervisor for resolution.
Instructions to the team member may be general or specific in nature.
Courses of action are determined by established procedures and/or the Contact Center Manager.
The team member's work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
Tasks may occasionally have to be coordinated, integrated, and/or prioritized.

Physical Demands & Work Environment

The physical demands and work environment characteristics described here represent those that a team member must meet to perform the essential functions of this position successfully. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting, standing, reaching, and grasping, operating computers and…


Increase/decrease your Search Radius (miles)



Job Posting Language