Lead Contact Center Representative

The Lead Contact Center Representative will provide support supervising and coordinating the daily functions of the department, as well as answer incoming calls and complete member requests accurately. Facilitate and organize training sessions for all representatives to assist with their growth and development. Help achieve department goals through coaching sessions and innovative techniques. Must be willing to work flexible schedules to accommodate the hours and business needs of the Contact Center.

• Provide Queue support during high call volume days, peak hours, and when necessary, based on staffing levels.
• First point of contact to assist in escalated member interactions.
• Works independently and uses effective problem-solving skills to complete member requests and assist in the development of Contact Center representatives.
• Understand all organization's products, services, procedures, and guidelines and communicate same to all team members.
• Monitor recorded calls to ensure quality standards and company guidelines are strictly adhered to.
• Provide feedback to representatives based on the call evaluation form.
• Ensure member satisfaction by providing prompt responses and solutions to requests.
• Coach and motivate staff to educate members on additional services, enhancing member satisfaction and supporting financial well-being.
• Work closely with Contact Center Manager and Assistance Manager to assist with daily status management.
• Offer recommendations based on daily experience for areas of improvement within the department.
• Effectively create and train phone etiquette and suggest scripting to assist in representative's member presentation.
• Possess a working knowledge of all Contact Center Key Performance Indicators (KPIs) and work with staff to achieve and exceed the goals set forth.
• Assist in conducting departmental audits to ensure compliance with established procedures.
• Monitor and complete overflow member follow-ups and collaborate with the overflow contact center to update and maintain procedures.
• Monitor department lunch/break schedule to keep representatives on track throughout their shifts, completing schedule adjustments as needed.
• Provide daily function support to the Contact Center team as needed including opening/closing of the department.
• Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Monitor and process the Contact Center Overflow requests and update the Knowledge Base to keep our member service partner apprised of relevant information.
• Complete department scanning and file maintenance review for representatives to assist in accuracy and timely completion of member requests.
• Other duties may be required from time to time to assist the Contact Center and Digital Banking Leadership teams as needed.

Education, Experience & Skills

• High School diploma or equivalent
• 2 or more years of similar experience, including time spent in leadership positions within a financial situation, preferably the Credit Union movement.
• Minimum 2 years of customer service experience, preferably in a Contact Center
• Ability to work through escalated or stressful interactions appropriately with professionalism.
• Salesforce CRM and Omnichannel experience a plus

Pay Range and Schedule:

• This position is a Tier 7, with a pay rate ranging from $23.00- $29.00 per hour
  • The anticipated pay rate for new hires is between the low-end and midpoint of the range, depending on experience
  • The pay rates listed above are based upon the geographic location of our Administrative Offices in Modesto, CA using the greater Central Valley area for our pay range calculations
  • Full Time, typically 36-40 hours per week
• Schedule will be based around branch's hours of operation, which are as follows:
  • Monday to Thursday- 9am to 5:30pm
  • Friday- 9am to 6pm
  • Saturday- 9am to 1pm (rotating shift)
• Flexibility to occasionally work early or late hours, typically with advance notice