Contact Center Lead: Member Experience & Coaching

Wellby Financial; United States; Presencial; USD 30.000 - 47.000; Jornada completa

Descripción de la vacante

Wellby Financial is seeking a Contact Center Lead to support Member Service Representatives, handle escalations, and drive coaching and quality assurance within the team.

You will mentor staff, manage daily operations, and ensure superior member service while adhering to banking regulations and Wellby policies. This role requires leadership, compliance focus, and strong communication.

Formación

• High school diploma or equivalent;Bachelor’s degree preferred.
• Minimum five (5) years of financial services and contact center experience;Minimum two (2) years leadership experience preferred.

Responsabilidades

• Respond to member inquiries and resolve issues or complaints.
• Train and coach Member Service Representatives.
• Ensure quality assurance and adherence to standards.
• Handle escalated member issues and resolutions.
• Support daily activities including chat, scheduling, and team coaching.
• Ensure compliance with laws and bank policies.

Conocimientos

Customer service excellence

Team leadership

Communication skills

Problem solving

Fraud awareness

Digital platforms navigation

Conflict resolution

Coaching

Educación

Bachelor’s degree in business administration or related field

Herramientas

Microsoft Teams

Zoom Video Communications

Microsoft Office Suite

Descripción del empleo

Wellby Financial is seeking a Contact Center Lead to support Member Service Representatives, handle escalations, and drive coaching and quality assurance within the team.

You will mentor staff, manage daily operations, and ensure superior member service while adhering to banking regulations and Wellby policies. This role requires leadership, compliance focus, and strong communication.