Senior Member Services Lead - Call Center

Coasthills Federal Credit Union; Santa Maria (CA); On-site; USD 50,000 - 58,000; Full time

Job summary

CoastHills Federal Credit Union is seeking a Call Center Lead in Santa Maria, CA. The role focuses on building member relationships, providing consultative service, and leveraging CHCU products to meet member needs.

You will lead a team, handle escalated member issues by phone, fax, and mail, and support online banking and Fraud-related tasks while managing daily call center operations.

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 meetings, seminars, and conferences that may require long-distance travel and overnight lodging.

Responsibilities

• Develop and deepen member relationships with high-quality consultative service that identifies member needs and matches those needs with CHCU products and services.
• Lead and participate in meetings, provide proactive support to colleagues, and assist management with scheduling and evaluations.
• Assist members with online banking and resolve escalated issues referred by department employees and management.
• Process all wire requests, foreign currency requests, and manage call center communications (email, Live Chat, messaging).
• Promote and cross-sell Credit Union services, products, programs, and investment opportunities.

Skills

Customer service

Communication

Leadership

Teamwork

Job description

CoastHills Federal Credit Union is seeking a Call Center Lead in Santa Maria, CA. The role focuses on building member relationships, providing consultative service, and leveraging CHCU products to meet member needs.

You will lead a team, handle escalated member issues by phone, fax, and mail, and support online banking and Fraud-related tasks while managing daily call center operations.