Contact Center Lead & Training Coach

JSC Federal Credit Union; Webster (TX); On-site; USD 30,000 - 39,000; Full time

Job summary

Wellby Financial Credit Union is seeking a Contact Center Lead in Webster, TX. The role supports Member Service Representatives, coaching them to deliver exceptional service, handle escalations, and uphold compliance across the contact center.

You will train staff, monitor quality, manage schedules, and collaborate with management to enhance member experiences while adhering to banking regulations.

Qualifications

• Minimum high school diploma or equivalent; bachelor’s preferred.
• 5+ years in financial services and contact center experience; leadership experience preferred.
• Strong written and verbal communication; ability to coach and train staff.
• Proficiency with Microsoft Office and collaboration tools (Teams/Zoom).
• Ability to work in a fast-paced, high-stress environment while delivering superior member service.

Responsibilities

• Assist Member Service Representatives in duties and respond to member inquiries.
• Provide training, development, coaching, and quality assurance for staff.
• Handle escalated member issues and complaints promptly and effectively.
• Ensure compliance with applicable laws and credit union policies; participate in fraud prevention.

Skills

Customer service

Communication

Coaching

Problem solving

Bilingual

Multitasking

Education

High School Diploma

Bachelor's degree (Business/ related)

Tools

Microsoft Office

Microsoft Teams

Zoom Video Communications

Job description

Wellby Financial Credit Union is seeking a Contact Center Lead in Webster, TX. The role supports Member Service Representatives, coaching them to deliver exceptional service, handle escalations, and uphold compliance across the contact center.

You will train staff, monitor quality, manage schedules, and collaborate with management to enhance member experiences while adhering to banking regulations.