Call Center Lead — Member Support & Team Coaching

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

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.