Member Care Team Lead - Coaching & Experience

Alliant Credit Union; Chicago (IL); Hybrid; USD 57,500 - 89,500; Full time

Benefits offered by this job

Annual performance bonus

Work from home up to 3 days a week

Paid parental leave

Employee discount programs

Time off including paid personal and s

11 paid holidays

Job summary

Alliant Credit Union is seeking a lead for the executive contact center team to coach employees, manage performance, and ensure exceptional member service. You will partner with management to drive development and accountability across shifts and programs.

You will hire, onboard, and develop staff while monitoring performance metrics, coaching for service quality, and addressing escalations to enhance member satisfaction while maintaining regulatory compliance.

Qualifications

• Minimum high school diploma or equivalent.
• Preferred bachelor’s degree in Finance, Business or related field.
• Minimum 5 years in Sales, Customer Service or related roles.
• Preferred 1 year of people management experience.

Responsibilities

• Lead and coach a contact center team to achieve individual, team, and organizational goals.
• Hire, onboard, train, and retain assigned team members.
• Monitor calls, provide real-time feedback and recognition, and coach for quality and performance.
• Ensure training compliance for regulatory, product, sales, and recurring learning.
• Collaborate with management to deliver a consistent member experience and resolve escalations.

Skills

Customer service

Sales

People management

Education

High School diploma or equivalent

Bachelor's degree in Finance, Business or related

Job description

Alliant Credit Union is seeking a lead for the executive contact center team to coach employees, manage performance, and ensure exceptional member service. You will partner with management to drive development and accountability across shifts and programs.

You will hire, onboard, and develop staff while monitoring performance metrics, coaching for service quality, and addressing escalations to enhance member satisfaction while maintaining regulatory compliance.