Team Lead

The Team Lead provides day-to-day support to Member Service Representatives and Senior MSRs, acting as a liaison to Contact Center management and assisting with special projects and initiatives. They are responsible for performing essential duties of MSRs and Senior MSRs, coordinating staff schedules, and providing training on various topics.

Requirements

• High School graduate, GED, or equivalent work experience
• 2-3 years of experience in banking, credit unions, or Credit Union Service Organizations (CUSOs), customer service, call center, or financial services
• Meet or exceed the requirements and Job duties and qualifications of an MSR and Senior MSR
• Demonstrated ability to train staff and clients using phone, web conference, and in person
• Excellent phone etiquette
• Advanced knowledge of credit union operations, regulations, and procedures, the Xtension Call Center, and Member Reach processes
• Self-motivated and results-oriented
• Well-organized with the ability to prioritize tasks and manage multiple projects in a deadline-focused setting
• Able to make sound decisions, using good judgment when handling challenges
• Clear and professional in both written and verbal communication
• Handles sensitive information with professionalism and respect for confidentiality
• Alignment with and commitment to the organization’s mission, vision, and cooperative values
• Proficient in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)
• Excellent attention to detail and accuracy
• Ability to operate telephone, photocopier, fax machines, and PC workstation
• Regular and predictable attendance
• Ability to maintain and present a positive and professional attitude
• Capable of analyzing problems and approaching solutions with a logical mindset
• Communicate effectively with a variety of audiences in both individual and group settings
• Able to build and maintain strong working relationships across teams and with partners

Benefits

• full medical, dental, and vision coverage for you and your dependents
• PTO
• 401k matching program