Call Center Lead

Summary

Assumes a lead role in the department to maintain a positive working environment and provides exceptional member service experience while minimizing losses and errors. Use judgment and knowledge based on training to interpret policies and procedures. Handles all calls that are escalated up to the “lead level”. This position will always act in the capacity of the department lead and will be responsible for but not limited to; performing opening and/or closing duties of the call center, leading call center reps to perform at the highest standard of performance by leading by example, taking phone calls, resolving member concerns and ensure staff is always productive. The Call Center Lead at times will be attending meetings on behalf of the Call Center Manager.

Essential Functions

1. Responsible for processing Verification of Deposits, Data Change, and letters to and from members. 
2. Train, coach and develop all levels of call center representatives.
3. Responsible for conducting observations, completing evaluation forms and providing coaching and feedback on performance to all levels of Call Center Reps. This includes documenting in Paylocity.
4. Maintains a high standard of member service in the department and takes ownership of work.
5. Maintains a high level of productivity in the department.
6. Proactively cross-sell and refer member business referrals. 
7. Knows and adheres to policies, procedures, and security controls.
8. Processes member requests and adjusts accounts when necessary.
9. Engage in ongoing training.
10. Contribute to regularly scheduled department meetings and team efficiency.
11. Utilize tact and experience-based knowledge to resolve member complaints and explain specific policies and procedures.
12. Practice proper security and processing controls for negotiable items.
13. Ensure that all member requests via mail, electronic or phone are completed in accordance with established policies and procedures while proper records are accurately maintained.
14. Evaluate current department procedures and make recommendations for change and improvement.
15. Actively listen to resolve all member issues without assistance from manager.
16. Handles all calls that require a supervisor.
17. Authorized to approve and process cashier’s checks within limit.
18. Attends all Talent and Development classes needed for the lead role.
19. Must lead by example is all aspects of the job responsibilities.
20. Must handle a minimum of 85 calls per day, with an average “wrap-up” time of 40 seconds or less.
21. Adhere to the Call Evaluation form at a 90% or better score.
22. Works with Call Center Manager to learn all reports required by management.
23. Works with Call Center Manager to learn all aspects of running the department.
24. Must be able to adhere to a flexible schedule, including nights and weekends.  
25. Perform other duties as assigned by the Call Center Manager.

Required Skills and Abilities

1. Excellent telephone etiquette.
2. Exceptional communication skills both verbal and written.
3. Accuracy with numbers. 
4. Detail-orientated. 
5. Ability to work well under pressure with multiple projects and deadlines. 
6. Proven ability to work effectively and cooperatively with public, supervisors and co-workers.  
7. Must demonstrate proficiency in all current Call Center programs, such as but not limited to:
8. DNA or current Core System
9. Talk Desk or current Phone System
10. Chat On-Line
11. Visa On-Line
12. Zelle
13. Payment by phone portal 
14. Architect
15. Card Valet
16. Mobile Banking
17. Client Central
18. Experian
19. Paylocity
20. Must be able to handle member escalations calls and resolve members issues.

Education and Experience

1. High school diploma or equivalent.
2. Must have at least four years recent financial institution experience, preferably in a Call Center environment.  

Physical Requirements and Work Environment

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

1. Prolonged periods of sitting at a desk and working on a computer – 7 to 8 hours per day.
2. Light lifting, carrying, pushing and/or pulling objects up to 25 lbs.
3. Intermittent walking and bending.
4. General office environment: works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels.  

The preceding list of duties does not include all tasks and responsibilities that may be required with this position. Additional tasks may be assigned, as departmental and operational needs require.