CARE Center Team Lead

SUPERVISORY RESPONSIBILITES

§ Embody the Credit Union's core values of Trust, Integrity, Teamwork, and Making a Difference and ensure direct reports embody these core values and apply them in daily activities.

§ Provide leadership, direction, guidance, training, motivation, and input to ensure team members are able to meet and exceed the Credit Union's service standards, achieve performance goals, and ensure superior member service.

§ Apply customer service and membership policies, making discretionary decisions and authorizing staff to take certain actions as necessary

§ Advise Call Center Management of daily operation issues.

§ Provide feedback to training and complete quality assurance surveys to aid in quality improvement.

OPERATIONAL RESPONSIBILITIES

§ Actively promote and participate in a sales and service culture consistent with the Credit Union's business plan goals.

§ Assist in monthly reporting and statistics

§ Process/oversee member transactions accurately, efficiently, including error fixes and overrides.

§ Properly communicate and respond to emails and chats accurately with a high level of member service.

§ Inform and educate members on WeStreet products.

§ Be positive and always maintain professionalism throughout interactions.

§ Act as back-up for the Management when appropriate.

§ Assist in directing the scheduling of work hours and breaks for staff.

§ Provide coaching and direction and assist team members in solving member problems, serving as an operational reference.

§ Make exceptions to policy as appropriate and within established authority.

§ Monitor and enforce adherence to all internal controls and security procedures in the Care Center.

§ Follow and ensure that staff follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.

§ Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with privacy act directives.

§ Perform other duties as assigned.

QUALIFICATIONS

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

§ 2-3 years of related experience

SKILLS AND COMPETENCIES

§ Able to demonstrate good communication, member service, and human relations skills.

§ Able to work with minimal supervision and exercise diplomacy and professionalism in representing WeStreet with members and staff.

§ Knowledge of credit union products and services offered.

§ Working knowledge of policies and procedures.

§ Strong attention to detail and excellent organizational skills.

§ Can effectively respond to common inquiries or complaints from members.

§ Ability to work with mathematical concepts in practical situations.

§ Proficient technology skills and ability to adapt to new technology.

§ Ability to perform highly detailed work on multiple, concurrent tasks.

Certificates, Licenses and Registrations

None required for this job.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and/or stand for extended periods of time, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee will frequently be required to lift up to 30 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

DECLARATION

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.