Member Service Center Team Lead

Consumers Credit Union; Kalamazoo (MI); On-site; USD 50,000 - 70,000; Full time

Job summary

Consumers Credit Union is seeking a Member Service Center Team Lead to oversee new hire training, lead team operations, and drive efficiencies. This role demands strong leadership and problem-solving skills, along with a commitment to exceptional member service. Join a team known for high camaraderie and enjoy competitive benefits including health plans, 401(k) match, and wellness programs.

Benefits

Outstanding health, dental, and vision plans

401(k) plan with 100% match up to 10% contribution

Generous paid time off

Gym memberships

In-house training

Wellness programs

Tuition reimbursement

Loan discounts

Qualifications

• Strong leadership abilities demonstrated in previous roles.
• Excellent problem-solving skills for complex situations.
• Extensive product knowledge and cross-selling skills.

Responsibilities

• Onboarding and training all MSC new hires.
• Provide coaching and guidance on cross-sales opportunities.
• Prepare daily and monthly MSC reports.

Skills

Leadership

Problem-solving

Communication

Attention to detail

Education

Understanding of credit union history, philosophy, policies, and procedures

Job description

Member Service Center Team Lead

As an MSC Team Lead, you will be responsible for onboarding and training all MSC new hires, as well as providing first-line support for team questions. You will lead and coach employees to ensure engagement in their roles, assist in day-to-day MSC operations, drive efficiencies, and lead the team to meet metrics and KPIs.

What you will do:

• Provide leadership by conducting monthly one-on-one meetings, ongoing coaching, training, and annual performance reviews.
• Lead and coach new hires, facilitate their training, and ensure all training is scheduled and completed.
• Assess new hires' comfort and knowledge in their roles and identify additional training needs.
• Expand knowledge in specialty accounts such as trusts, business accounts, wires, estates, etc.
• Assist MSC team questions or guidance through Finesse.
• Work with the team through coaching and call monitoring to maximize cross-sell opportunities and ensure team goals are met.
• Provide coaching and guidance on cross-sales opportunities.
• Pursue efficiencies and adopt new technology to promote change within the MSC.
• Assist in creating the monthly schedule.
• Provide exceptional member service on each interaction and handle calls during high volume.
• Manage escalated member calls professionally and empathetically.
• Assist in daily, monthly, and yearly planning for the MSC.
• Meet established goals for the position and department.
• Prepare daily and monthly MSC reports.
• Assist in other areas as directed by the supervisor.

What you'll bring to the table:

• Strong leadership abilities demonstrated in current or previous roles.
• Excellent problem-solving skills to handle complex situations and drive solutions.
• Extensive product knowledge and cross-selling skills.
• Judgment to act in the best interest of members and the organization.
• Good communication skills and ability to work independently.
• Attention to detail.
• Understanding of credit union history, philosophy, policies, and procedures.
• Knowledge of credit union rules and regulations.

What you didn't know about the team:

At Consumers, you'll join a team that works closely together with high camaraderie.

Perks:

Outstanding health, dental, and vision plans, low copays, and a low deductible for major medical. A 401(k) plan with a 100% match up to 10% contribution after 60 days. Generous paid time off, gym memberships, in-house training, wellness programs, life coaching, tuition reimbursement, loan discounts, and more.

We are committed to Equal Employment Opportunity and are a proud Veteran & Military Friendly Employer.