Member Solutions Call Center Lead

CoastHills Credit Union; Santa Maria (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

CoastHills Credit Union is seeking a Call Center Lead to drive member relationships and deliver consultative service across channels. You will analyze member data during interactions, respond to inquiries, and offer tailored solutions leveraging CoastHills’ products, services, and technologies.

The role requires leadership, teamwork, and a proactive approach to resolving complex member issues while promoting CoastHills services. Collaboration with MSCS and eBranch teams is essential.

Qualifications

• Two or more years of customer service experience in a retail or banking environment.
• One or more years of experience in financial services and/or call center environment.
• Ability to travel, attend, and participate in meetings, seminars, and conferences may be required.

Responsibilities

• Develop member relationships by providing high-quality consultative service that matches needs with CoastHills products and services.
• Lead and collaborate with team; participate in meetings and support colleagues.
• Assist MSCS with fraud reviews, escalated calls, and online banking issues.
• Perform all Call Center Associate/Representative duties and support management with overrides and escalations.
• Open/close new membership accounts, IRAs, Trusts, and estate accounts.
• Conduct complex problem resolution, research, and account adjustments; ensure timely issue resolution.
• Train new employees in department operations and promote CoastHills products and services.
• Monitor and respond to Live CHAT, emails, and service requests; maintain accurate information.

Skills

Communication

Member Service Orientation

Quality/Quantity

Job Knowledge

Judgment

Self-Management

Job description

CoastHills Credit Union is seeking a Call Center Lead to drive member relationships and deliver consultative service across channels. You will analyze member data during interactions, respond to inquiries, and offer tailored solutions leveraging CoastHills’ products, services, and technologies.

The role requires leadership, teamwork, and a proactive approach to resolving complex member issues while promoting CoastHills services. Collaboration with MSCS and eBranch teams is essential.