Contact Center Team Lead

MEMBERS1ST COMMUNITY CREDIT UNION; Marshalltown (IA); Sur place; USD 52 000 - 68 000; Plein temps

Résumé du poste

MEMBERS1ST COMMUNITY CREDIT UNION in Marshalltown, IA, seeks a Contact Center Team Lead to guide daily operations of the member care center and coach representatives for accurate, efficient service across phone, email, chat, and other channels.

You will monitor service levels, assist with escalations, and ensure compliance and quality while supporting onboarding and training. The role emphasizes first-contact resolution and a member-first approach to improve satisfaction and efficiency.

Qualifications

• High school diploma or equivalent; degree preferred.
• Two+ years in a contact center or financial services environment.
• Leadership, coaching, mentoring, or supervisory experience preferred.
• Working knowledge of credit union products and services.
• Proficiency with contact center systems, core processing systems, email and chat.

Responsabilités

• Provide day-to-day guidance, coaching, and support to contact center representatives.
• Monitor queues and performance metrics to maintain service levels.
• Assist representatives with complex inquiries and escalations.
• Support onboarding and ongoing training for team members.
• Act as backup for VP Remote Operations when requested.

Connaissances

Leadership

Coaching

Customer service

Communication

Problem solving

Prioritization

Privacy & confidentiality

Credit union knowledge

Formation

Associate or Bachelor's degree in business/finance/communication

Outils

Microsoft Office

Description du poste

Position Summary: The Contact Center Team Lead supports the daily operations of the credit union contact center by guiding team workflow, assisting representatives, monitoring service levels, and helping ensure members receive accurate, efficient, professional service through phone, email, chat, and other approved communication channels. This role serves as a resource for team members, reinforces quality and compliance standards, supports first-contact resolution, and helps coach behaviors that improve member experience, operational efficiency, and referral opportunities.

Essential Duties and Responsibilities

• Provide day-to-day guidance, coaching, and support to contact center representatives to ensure consistent, high-quality member service.
• Facilitate one-on-ones, scheduling, approve time cards, grade calls, report for end of month, run weekly department huddles and meetings, **escalate calls**, facilitate goal activities, monitor attendance.
• Monitor call queues, service levels, abandoned calls, response times, and other performance indicators; assist with workflow adjustments to maintain coverage and member satisfaction.
• Assist representatives with complex member inquiries, escalations, account questions, online banking support, card-related issues, loan questions, and problem resolution.
• Serve as a subject matter resource on credit union products, services, policies, procedures, systems, and regulatory expectations.
• Reinforce quality assurance standards by reviewing interactions, providing feedback, and identifying coaching opportunities.
• Support onboarding and ongoing training for new and existing team members, including product knowledge, system navigation, member communication, and compliance requirements.
• Promote first-contact resolution, accurate documentation, and professional communication across all member contact channels.
• Identify opportunities to educate members on credit union products and services that may meet their financial needs.
• Prepare or assist with reports related to productivity, call quality, service trends, member feedback, and operational performance.
• Communicate process updates, policy changes, service alerts, and key information from leadership to the team.
• Collaborate with branch, lending, operations, digital banking, card services, and other departments to resolve member issues and improve service delivery.
• Assist with scheduling, coverage planning, daily huddles, and team communication as assigned.
• Model professional conduct, confidentiality, accuracy, accountability, and a member-first approach.
• Perform representative duties as needed during peak volume, staffing gaps, or special projects.
• Act as backup support for the VP Remote Operations when requested.

Required Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree in business, finance, communication, or a related field preferred.
• Two or more years of experience in a contact center, financial institution, member service, branch operations, lending support, or related customer service environment.
• Prior leadership, coaching, mentoring, training, or supervisory experience preferred.
• Working knowledge of credit union products and services, including deposit accounts, debit and credit cards, online and mobile banking, bill pay, basic loan products, and account maintenance.
• Strong understanding of member service standards, privacy and confidentiality requirements, and applicable credit union policies and procedures.
• Proficiency with contact center systems, core processing systems, Microsoft Office, email, chat, and other business applications.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills, including the ability to explain financial information clearly and professionally.
• Strong coaching, mentoring, and interpersonal skills with the ability to motivate team members and support a positive team culture.
• Sound judgment and problem-solving skills, especially when handling escalated member concerns or time-sensitive issues.
• Ability to prioritize work, manage multiple tasks, and remain organized in a fast-paced service environment.
• High attention to detail and commitment to accuracy, compliance, and confidentiality.
• Ability to analyze performance trends, identify service gaps, and recommend practical improvements.
• Commitment to the credit union philosophy of people helping people and delivering exceptional member experiences.

Performance Expectations

• Maintain consistent service levels and support timely member response across contact channels.
• Contribute to improved first-contact resolution, quality scores, member satisfaction, and team productivity.
• Provide timely, constructive coaching and support that helps representatives grow in confidence, accuracy, and service effectiveness.
• Demonstrate leadership through reliability, professionalism, confidentiality, and adherence to credit union standards.

Working Conditions

This position typically operates in a professional office or contact center environment. The role may require extended periods of sitting, computer use, telephone communication, and the ability to manage competing priorities during periods of high call volume. Regular attendance, schedule flexibility, and occasional overtime may be required based on business needs.