Member Care Team Lead: Coaching & Training

Stanford Federal Credit Union; Palo Alto (CA); On-site; USD 78,000 - 97,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) matching

Education reimbursement

Paid time off

Paid holidays

Job summary

Stanford Federal Credit Union in Palo Alto, CA, is seeking a Member Care Team Assistant Manager to lead the contact center staff, coach, train and schedule, ensuring high-quality member service. This full-time role emphasizes adherence to policies while driving performance and cross-training initiatives.

Responsibilities include supervising scheduling, handling escalations, and utilizing phones, chats, secure messaging and SMS to serve members.

Qualifications

• 1–3 years of contact center or financial service leadership experience.
• Knowledge of banking accounts including trusts, estates, business and retirement accounts.
• Understanding of contact center policies, procedures and metrics.
• Good judgment to reach decisions within defined practices and criteria.
• Ability to train and coach staff; ensure high levels of member service.
• Experience orienting new staff and performing cross-training.
• Resolve member requests and complaints; inform members of services and policies.
• Supervise scheduling and approve sick/leave/vacation/overtime timesheets.

Responsibilities

• Coach, train and staff the Member Care Team.
• Audit department procedures and execution of procedures.
• Conduct approvals and overrides.
• Operate phones, chats, secure messaging and SMS systems to serve members and train staff.
• Manage member appointments and escalation handling.
• Respond to negative feedback surveys and monitor service levels.
• Serve as backup for the Member Care Manager or Specialist.
• Maintain up-to-date inboxes, logs and reports; manage department audits.

Skills

Contact center leadership

Coaching

Training

Staffing

Customer service

Decision making

Team supervision

Tools

CRM systems

Phone systems

Chat platforms

Secure messaging

SMS

Job description

Stanford Federal Credit Union in Palo Alto, CA, is seeking a Member Care Team Assistant Manager to lead the contact center staff, coach, train and schedule, ensuring high-quality member service. This full-time role emphasizes adherence to policies while driving performance and cross-training initiatives.

Responsibilities include supervising scheduling, handling escalations, and utilizing phones, chats, secure messaging and SMS to serve members.