Contact Center Team Lead

Company: Greater Texas Credit Union
Location: Austin
Posted on: January 15, 2021

Job Description:

Company Description60 something year old organization looking for a special someone to fill a void. Loves long term relationships and doing community service. Serious inquiries only, please.We love people who love people. Our job is to do more than help with finances, we create connections that last a lifetime.If you truly have a passion for helping others, you'll fall in love with us.* Greater TexasJob Description* Shift Hours: M-F 8:00-4:30p, Rotating Fridays 9:30-6:00p, Rotating Saturdays 9:00-1:00pWhat you'll do as a Contact Center Team Lead:* Support credit union goals and community involvement initiatives* Perform duties of Contact Center Representative* Act as a role model and provide guidance on general best practices to Contact Center team members* Assist Contact Center Supervisor with training to include both new hire and ongoing* Assist in resolving escalated calls* Research accounts for fee reversal requests and refund/adjust fees as needed as well as provide assistance with exceptions and overrides* Maintain awareness of team performance and assist in motivating team to meet Key Performance Indicators (KPI)* Perform weekly audits of member requests and electronic documents prior to submission for scanning* Be knowledgeable about and promote credit union services* Comply with the credit union Bank Secrecy Act (BSA) and Anti Money Laundering (AML) Policies and Member Due Diligence Procedures* Attend training sessions and meetings as required* Other duties as assignedWhat's in it for you?:* Training and ongoing coaching to learn and develop highly desired skills.* An environment where you can help people in meaningful ways.* Full benefits package, Sundays off, 10 paid holidays, 401k, a job that looks great on a resume.QualificationsRequired:* High school Diploma or equivalent.* Minimum 1 year customer service experience required (phone experience preferred)* Must have a pleasant and professional speaking voice.* Confidentiality and attention to detail is a must.* The employee must display a level of professionalism equal to and representative of the position. Areas include:* Written and Verbal Communication* Critical Thinking* Adaptability* PresentationAdditional InformationAll your information will be kept confidential according to EEO guidelines.

Keywords: Greater Texas Credit Union, Austin , Contact Center Team Lead, Other , Austin, Texas