Call Center Lead

CENTRAL STATE CREDIT UNION; Stockton (CA); On-site; USD 37,000 - 49,000; Full time

Job summary

CENTRAL STATE CREDIT UNION in Stockton, CA is seeking a Call Center Lead to manage call volume and ensure timely responses to member requests by phone, email, or mail, in collaboration with the E-Branch Manager.

The role oversees call center staff, trains new hires, monitors performance, and ensures compliance with BSA/AML and other regulations while driving department goals and brand presence at events.

Qualifications

• High School Diploma.
• Minimum three to five years call center experience or equivalent.
• Prior leadership experience is preferred.

Responsibilities

• Manage phone volume in the call center to ensure timely and professional response times.
• Performs teller tasks such as deposits, loan payments and check withdrawals.
• Handle account transaction requests received by phone, including deposits, loan payments and transfers.
• Research and resolve member questions and concerns by phone, email, or in person.
• Ensure staff is updated on credit union policies, procedures, products, and services.
• Maintain accurate records of all transactions.
• May receive and process loan applications.
• Adhere to BSA, AML, OFAC, CIP, MDD, HIPAA, ADA and other regulations.
• Perform other related duties as assigned.

Skills

Verbal communication

Written communication

Customer service

Organizational skills

Time management

Leadership experience

Team coaching

Education

High School Diploma

Job description

Description

Position Title: Call Center Lead

Department: Operations

Reports to: E-Branch Manager

FLSA Classification: Non-exempt

Compensation Range: $27.00 to $35.72 per hour

Job Summary:

The Call Center Lead, alongside the E-Branch manager, is responsible for managing phone volume in the call center and ensures a timely response occurs to all member requests received over the phone and/or via email or received in the mail. They are responsible for overseeing call center staff and ensuring that accurate and timely processes are followed.

Supervisory Responsibilities:

• Train new hires and identify training opportunities and serve as a role model, coach, mentor, and continuously motivate staff to achieve desired outcomes.
• May be responsible for scheduling and discipline in accordance with company policy.
• Coaching the team via call monitoring and observations.
• Assist in staff evaluation for annual reviews with documented feedback.
• Ensure the call center meets all compliance and regulatory BSA requirements.
• Meeting the department sales goals in alignment with the Credit Union strategic plan.
• Help develop individual development plans for the team to ensure growth within the department.
• Network at Credit Union events to promote the brand.

Duties/Responsibilities:

• Manage the phone volume in the call center to ensure timely and professional response times are met.
• Performs assigned teller tasks associated with the processing of member transactions such as posting deposits, loan payments and check withdrawals.
• Responsible for following proper identification procedures, performs a variety of account transaction requests received by phone including, but not limited to, deposits, loan payments and transfers.
• Research and resolve member questions, problems and concerns by telephone, written correspondence or in person.
• Responsible for ensuring the staff is updated and knowledgeable of credit union policies, procedures, products, and business operations services.
• Responsible for maintaining accurate and legible record of all transactions.
• May be responsible for receiving and taking applications for loan products.
• Responsible for adhering to all established policies and procedures including but not limited to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Member Due Diligence (MDD), HIPAA, ADA and other federal/state compliance regulations.
• Performs other related duties as assigned.

Requirements

Required Skills/Abilities:

• Proficient in all aspects of the Credit Union operations.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced and at times stressful environment.
• Other duties as assigned.

Education and Experience:

• High School Diploma.
• Minimum three to five years call center experience or equivalent required.
• Prior leadership experience is preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• May require standing and walking 25% of the time, lifting up to a maximum of 50 pounds, and other physical actions that include stooping, kneeling, crouching, crawling, reaching, pulling, and pushing.
• May be required to work in an environment with high noise levels and unpredictable temperature and ventilation.