Contact Center Lead & Coach

Wellby Financial; Webster (TX); Teletrabalho; USD 28 000 - 41 000; Tempo integral

Resumo da oferta

Wellby Financial is seeking a Contact Center Lead to support the Member Service Representatives with inquiries, issues, training, and quality assurance. The role emphasizes coaching, compliance with banking regulations, and fostering a high-quality member experience within a virtual contact center environment.

The position is Full-Time, hourly, non-exempt, and references a strong focus on customer service excellence, adherence to OFAC and Bank Secrecy Act requirements, and collaboration across

Qualificações

• Five (5) years of financial services and contact center experience.
• Two (2) years of leadership experience preferred.
• Bilingual preferred.
• Experience in responding to extremely sensitive, complex, or urgent member requests.
• Experience in progressive responsibility.

Responsabilidades

• Assist Member Service Representatives in responding to member inquiries and resolving issues or complaints.
• Train, develop, coach, and perform quality assurance for team members.
• Handle escalated member issues and complaints and resolve them promptly.
• Coach representatives to meet individual, team, and operational goals.
• Ensure compliance with applicable laws, policies, and procedures and support risk management.

Conhecimentos

Leadership

Customer service

Communication

Coaching

Quality assurance

Risk awareness

Microsoft Office

Team collaboration

Formação académica

Bachelor's degree in business administration, management, or related field

High School Diploma or equivalent

Ferramentas

Microsoft Teams

Zoom

CRM systems

Descrição da oferta de emprego

Wellby Financial is seeking a Contact Center Lead to support the Member Service Representatives with inquiries, issues, training, and quality assurance. The role emphasizes coaching, compliance with banking regulations, and fostering a high-quality member experience within a virtual contact center environment.

The position is Full-Time, hourly, non-exempt, and references a strong focus on customer service excellence, adherence to OFAC and Bank Secrecy Act requirements, and collaboration across