Lead Contact Center Representative (Relationship Banking)

OUR CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

The Lead Member Experience Representative is responsible for leading and ensuring that all daily functions of member services, including ensuring quick and proper member communications through all delivery channels. The Lead Member Experience Representative will act as a mentor to all employees of the Member Experience Team, providing guidance on policies and procedures as needed. The person successful in the role must ensure the financial institution's policies and procedures are being closely followed and that interactions with members are accurate and compliant. The individual will be responsible for providing member service but also supervising the operation of a small group of professional staff characterized by repetitive processes and member interactions via phone, secure message, text messaging, video chat, web chat, and email. This role will be responsible for providing training, support, and performance feedback, as well as recommending updates to current guidelines, standards, process and procedures as needed.

NORMAL DAY-TO-DAY WORK

1. Ensure functional operation of all aspects of assigned member service activities, including personal and team member communications and work volumes.
2. Lead the member service process within assigned area of the Experience Center, including member communications, and member relations.
3. Serve as point of contact for escalated member issues and concerns as it relates to first-line member communication. Use tact and experience-based knowledge to resolve all member issues.
4. Identify, recommend, and maintain Experience Center processes and identify risks and opportunities based on the organizations business strategy.
5. Mentor Member Experience Representatives and assist with ongoing training, encouragement of the growth, and professional development for team members.
6. Work with the Member Services Manager and/or VP to manage relationships with outside vendors for member services related tools, including phone systems and text messaging. Also acts as liaison to other internal departments.
7. Work with the Member Services Manager and/or VP to develop necessary reports on the progress and activities of the department.
8. Work with team members to mediate disputes with members, while adhering to process and procedures ensuring regulatory compliance.
9. Ensure compliance with all applicable laws and regulations concerning assigned areas, which could include, but not limited to member services, and digital banking.
10. Recommend changes to our current policy to the Member Services Manager and/or VP.
11. Identify and implement cross-functional process improvement opportunities.

JOB QUALIFICATIONS

Here are a few qualifications you MUST have to be qualified for this position.

1. Minimum 4-6 years of financial services experience, including member/customer servicing experience or Bachelor's degree and at least 1 year of financial services experience, including member/customer service.
2. Experience with banking procedures, including policies, laws and regulations.
3. Knowledge of financial products and the ability to master online banking and digital platforms.
4. Must be team-oriented, self-motivated, and results-driven with strong interpersonal skills and the ability to work in a team environment.
5. Must be able to work onsite at Credit Union administrative headquarters.
6. Must be able to work 8-hour shifts within core operating hours (8:00 am - 6:00 pm), as well as the occasional weekend and holiday.
7. Must be able to manage multiple priorities and accounts in fluid environment while maintaining accuracy in all details.
8. Excellent organizational, time management and problem-solving skills.
9. Must be comfortable using various technology platforms.
10. Excellent verbal, written, telephone and interpersonal communication skills.
11. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
12. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
13. Travel required on occasion.

Here are a few qualifications we'd LIKE for you to have.

1. Minimum of 1 - 3 years of Credit Union member service experience.
2. Minimum of 1 - 3 years of supervising a staff within member services.
3. Four-year degree from an accredited college/university.
4. Experience creating or updating processes, policies, procedures, and guidelines.

If you have questions about this position description, please feel welcome to ask. You can reach HR at:

Human Resources

3600 Wake Forest Rd, Raleigh, NC 27609

careers@lgfcu.org

PI256697202