E-Services - E-Delivery Team Lead - Full Time - Remote - ( AK, AZ , NV, TX, WA,WY )
About The Position
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.
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
Benefits
- Medical
- Dental
- Vision
- Life Insurance
- Flexible Spending Account
- 401(k) Matching
- Paid Time Off
- Training Provided
- Tuition Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
