E-Services - E-Delivery Team Lead - Full Time - Remote - ( AK, AZ , NV, TX, WA,WY )

Nuvision Federal Credit Union

1d•Remote

About The Position

We embrace passionate Team Members who consistently display our values: United, Informative, Approachable, Caring and Transparent. We are united in our collective effort to achieve member goals and proactively provide solutions tailored to individual Member needs. We are committed to ensuring that each Member receives a positive service experience and trusted financial advice. Join the Nuvision Team today! Let us be part of your career journey! Reporting to the E-Delivery Manager, the E-Delivery Team Lead assists with managing the day-to day operation of the E-Delivery staff. Consistent and predictable attendance is an essential job function. This role also includes assisting with E-Delivery staff development to ensure the delivery of quality service supportive of our organizational strategy, attainment of goals as well as the adherence to credit union policies and procedures. The E-Delivery Team Lead acts as the primary point of escalation and support leadership to enhance team performance and member satisfaction. They are also responsible for upholding a Member Centric environment focusing on enhancing the member experience and would serve as acting manager in the absence of the E-Delivery Manager.

Requirements

3 or more years of directly related progressive financial institution experience. With at least 2 of the years in a Sr. level role in a contact center setting.
Previous customer service experience.
Consistent and predictable attendance is an essential job function.

Nice To Haves

3 to 5 years Call Center operations experience in a supervisory position.
Experience with system conversions and/or implementations
2 years’ experience in a leadership role.

Responsibilities

Assist with monitoring the day-to-day operations of the E-Delivery Team to help ensure that service level agreements are met. Assists with scheduling, reporting, resolving escalated issues, staff development, schedule adherence, and projects as assigned.
Assists Manager with the development and E-Delivery directives/procedures, ensures proper staff communication and adherence to policies and procedures.
Monitors calls/chats for quality and training purposes.
Assists E-Delivery Manager with developing, mentoring, motivating, coaching and monitoring performance to enhance service and performance results.
Assists with the development of annual performance goals, input and recommendations for training plans, provides feedback related to performance evaluations and appropriate personnel actions for each direct report,
Bill Pay – Responsible for auditing the bill pay collections reports and debiting the members accounts to ensure the credit union is made whole.
Develops effective working relationships with internal partners.
Ensures that operating procedures are followed to minimize security risk, protect corporate assets, and attain a satisfactory rating on internal audits.
Adheres to all risk management guidelines and complete all required compliance training within time frame provided,
Performs necessary adjustments/corrections on member’s accounts. Including written follow up via email or letters.
Acting Manager in absence of E-Delivery Manager
Assists staff with routine duties as time allows and provides coverage when there are staff shortages this includes working Saturdays
Supports and participates in continuous improvement activities.
Represents the Credit Union in a positive and professional manner
Other related duties as assigned
Maintains member and other sensitive information with confidentiality.
Treats all co-workers and members with respect