Contact Center Team Lead
Company: Greater Texas Credit Union
Location: Austin
Posted on: January 15, 2021
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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
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