Call Center Lead

TRUSTONE FINANCIAL CREDIT UNION•Kenosha, WI

6h•$21 - $27•Onsite

About The Position

The Member Service Lead maintains a unique, specific working knowledge of specialty and more complex services relating to all operational and complex facets of the credit union, its offerings, and all instruments, benefits, and rules and regulations regarding our members and their accounts, all while delivering exceptional member service through a variety of channels including phone, chat, and email. This position is responsible for performing advanced functions and providing universal support for our members for resolving many complex service issues, including digital banking issues and troubleshooting. Provide structure and leadership and be directly responsible for ongoing support of member service team members at the ground level through training, communication, and escalation support.

Requirements

Availability to work 40 hours per week Monday through Friday between the hours of 8:00am – 5:30pm and rotating Saturdays 9:00am – 1:00pm at our Kenosha Green Bay Road location; non-exempt.
Associate’s Degree or equivalent work experience.
4+ years of related financial services, customer service or contact center experience and/or equivalent experience in a role(s) that required superior communication skills and technical/complex expertise.
1+ years of previous supervisory or proven leadership experience, preferred.
Excellent customer service and sales skills.
Experience in computer systems including MS Office.
Math aptitude and keyboarding skills.
Excellent verbal and written communication skills.
Ability to multitask and manage changing priorities.
Ability to work as a team player being flexible and dependable.
Ability to work independently while displaying initiative and decision making skills.
Ability to maintain a high level of professionalism while working under pressure.
Compliance with the Bank Secrecy Act and all its provisions.
Ability to pass a pre-employment drug test and various background checks.
Regular and reliable attendance at the workplace.

Nice To Haves

Knowledge of and experience working with mobile devices (iPhones, iPads, androids, tablets, etc.) and their operating systems a plus.
1+ years of previous supervisory or proven leadership experience, preferred.

Responsibilities

delivering exceptional member service through a variety of channels including phone, chat, and email
performing advanced functions and providing universal support for our members for resolving many complex service issues, including digital banking issues and troubleshooting
providing structure and leadership and be directly responsible for ongoing support of member service team members at the ground level through training, communication, and escalation support

Benefits

Competitive pay and incentive programs for all positions.
Health insurance with the ability to choose which plan option is best for you – a Traditional Health Plan or Health Savings Plan.
Affordable dental and vision insurance coverage.
Earn 22 days of paid time off annually for full-time employees with an equivalent accrual for part-time employees – and, the longer your tenure, the more PTO you’ll have to enjoy.
10+ paid holidays each year.
Up to 16 hours of paid time annually to volunteer for organizations you are passionate about.
401(k) with 50% employer match on the first 6% you contribute – plus, after one year of service, an additional 3% safe harbor employer contribution that is immediately 100% vested regardless if you are contributing or not.
Eligibility for profit sharing opportunities in the form of a contribution to your 401(k) account.
Employer-paid Short Term and Long Term Disability benefits.
Employer-provided life insurance up to 2.5x your base salary with the option to purchase additional coverage for yourself, spouse and eligible dependents.
Reimbursement for higher education expenses of up to $5,250 per calendar year (including tuition, books and activity fees).
Career development opportunities – including our STEP job shadow program, TruStone Academy certification courses, Mentorship Program and more.
Special employee discounts when you join TruStone Financial as a credit union member.
Employee activities, events, discounts, and many other great benefits and perks!