Member Solutions Team Lead

Sikorsky Financial Credit Union; Stratford (CT); On-site; USD 50,000 - 70,000; Full time

Job summary

Sikorsky Credit Union seeks a Member Solutions Team Lead to enhance member satisfaction and provide leadership to a customer service team. The ideal candidate will have a strong background in customer service, knowledge of financial regulations, and a passion for community service. Join us to help shape the future of banking while enjoying competitive pay and excellent benefits!

Benefits

Paid time off

Medical / dental

401K plan with company match

Tuition reimbursement

Qualifications

• Minimum of 3 years of customer service experience, preferably in a financial institution.
• Knowledge of regulatory compliance requirements.
• Supervisory experience is a plus.

Responsibilities

• Provide hands-on member support and guide a team of Member Solutions Representatives.
• Monitor team performance and ensure high-quality service delivery.
• Resolve complex member issues and drive continuous improvement.

Skills

Customer service

Communication

Problem-solving

Organizational skills

Education

High school diploma or equivalent

Some college coursework in business-related discipline

Tools

Microsoft Office

Job description

Why Join the Sikorsky Credit Union Team?

Sikorsky Credit Union has been named the #1 Credit Union in Connecticut for 5 years in a row. We are one of the largest credit unions in the state, with over $1 billion in assets, and we continue to grow!

If you are passionate about helping people achieve their financial goals and want to make a difference in the local community, we want to hear from you! We are looking for talented people to help us improve the banking experience for our valued members.

Working at Sikorsky Credit Union has its benefits. You'll enjoy an awesome work-life balance, competitive pay, and an excellent benefits package that includes paid-time off, medical / dental, 401K plan with company match, tuition reimbursement and more! Please check out the details below to learn more about this position.

General Summary :

The Member Solutions Team Lead plays a dual role, providing hands-on member support through engagements while guiding and supporting a team of Member Solutions Representatives. This role ensures high-quality service delivery, monitors performance metrics, and supports training and coaching efforts. The Team Lead will mentor, train, and support team members while ensuring adherence to credit union policies, procedures, and regulatory compliance. The position also involves troubleshooting complex member issues, escalating where necessary, and driving continuous improvement to enhance team performance and member satisfaction.

• Provides exceptional and professional verbal and written communication skills to ensure that all member interactions are handled with professionalism, empathy, and a focus on creating positive experiences.
• Accurately processes transactions for members. Researches member inquiries according to departmental guidelines and procedures to ensure a comprehensive response is provided.
• Monitors daily operations, ensuring that team performance aligns with set targets for response time, issue resolution, and customer satisfaction.
• Acts as a point of escalation for complex or high-priority member inquiries, ensuring timely and effective resolutions.
• Resolves member complaints or issues that are escalated by team members, finding solutions to problems that may require creative or non-standard approaches.
• Provides feedback to improve team members' product knowledge, customer service skills, and problem-solving abilities.
• Monitors team performance, including handling volumes, response times, and issue resolution rates.
• Provides feedback to management regarding any recurring member issues or challenges that require attention or possible changes in procedures or policies.
• Actively identifies opportunities to streamline processes, improve workflow, and reduce inefficiencies within the team
• Utilizes in-depth knowledge to assist members with online banking / bill pay processes, mobile banking and to ensure complex issues related to online issues are resolved.
• Utilizes technology to educate members on Credit Union products and solutions based on the member's specific needs.
• Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management and vendors. Demonstrates the credit union's core values of Service, Teamwork, Integrity and Responsibility.
• Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
• Ensures adherence to company policies and procedures and banking / credit union regulations.
• Performs additional duties as required.

Essential Skills, Knowledge and Requirements :

• High school diploma or equivalent required. Some college coursework in a business-related discipline preferred.
• Minimum of 3 years of customer service experience required with at least one year in a financial institution or bank strongly preferred.
• Knowledge of state and federal regulatory compliance requirements.
• Excellent communication, interpersonal, customer service, analytical and organizational skills with keen attention to detail.
• Supervisory experience a plus.
• Familiarity with Microsoft Office.

Sikorsky Credit Union is an equal opportunity employer that is proud of its commitment to diversity and inclusion. Therefore, we welcome applicants from all communities, including age, color, ethnicity, familial or marital status, gender identity or expression, language, national origin, physical or mental disability, military or veteran status, race, religion, sexual orientation, and socioeconomic background.

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