Team Lead, Service

PenFed Credit Union; Fort Wayne (IN); Hybrid; USD 45,000 - 75,000; Full time

Job summary

An established industry player is looking for a dynamic Team Lead to oversee a dedicated team in a hybrid work environment. This role involves supervising daily operations, setting performance goals, and collaborating with management to enhance service delivery. Candidates should have a strong background in customer service and banking operations, with a passion for teamwork and member satisfaction. Join a company that values its employees and offers a robust benefits package, including medical, dental, and vision plans, along with generous paid time off. If you thrive in a fast-paced environment and are ready to make a difference, this opportunity is for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k with Employer Match

Paid Time Off

On-site Fitness Facilities

Qualifications

• 6+ years of experience in banking operations or equivalent required.
• 2+ years of experience in member service is required.
• 1-2 years of managerial or supervisory experience.

Responsibilities

• Supervise a team of Member Service Representatives (MSRs) daily.
• Collaborate with management on business unit-level initiatives.
• Prepare statistical reports relating to inbound phone unit operations.

Skills

Customer Service

Team Leadership

Banking Operations

Statistical Analysis

Sales Support

Education

Bachelor’s Degree in related field

Job description

Overview

Customer experience at PenFed starts with you! Our team is responsible for providing exceptional customer service. We are seeking talented individuals that thrive in a fast-paced call center environment. We value our employees and believe that success is achieved through teamwork. Our goal is to empower our members to “Do Better.” If you agree, you belong here!

PenFed is hiring a (Hybrid) Team Lead, Service at our Omaha, Nebraska service center. The primary purpose of this job is to oversee the daily operations of an inbound phone team and the day to day activities of Member Service Representative (MSR) team members. The role may perform the duties of the Manager, Service Unit in the manager’s absence.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Supervise a team of MSRs daily to include establishing goals, priorities and expected performance level of the team.
• Administer stated objectives, goals and performance standards for MSRs in assigned team and assist in ensuring that goals are met or exceeded.
• Collaborate with service center management staff in the development and support of business unit-level initiatives.
• Provide input to the Manager, Service Unit regarding hiring, staffing, disciplinary action and training for service center team members.
• Maintain subject matter expertise to ensure the ability to lead specialized staff in various skills, including sales and technical support.
• Coordinate and implement inbound phone unit operations as required, according to policies and procedures.
• Plan and organize unit staff meetings.
• Review service center documents for accuracy, legibility and completeness.
• Maintain current knowledge of PenFed products and procedures, and products offered by competitors.
• Review policies, procedures, and guidelines and makes recommendations for improvement.
• Ensure that all procedural updates or changes are distributed to MSRs.
• Prepare statistical reports relating to inbound phone unit operations.
• Act as an Assistant Treasurer within assigned authority

Qualifications

Equivalent combination of education and experience is considered.

• Bachelor’s Degree in related field is preferred. Minimum of six (6) years of work experience in banking operations or equivalent required. Experience with PenFed Credit Union products preferred.
• Minimum of two (2) years’ experience in member service is required.
• Minimum of one (1) to two (2) years’ experience in a managerial or supervisory role.
• Knowledge of statistics preferred.
• All member contact and leadership decisions must be provided in a professional, accurate, and timely manner.
  

Supervisory Responsibility

This positionwill supervise employees.

Licenses and Certifications

There are no additional licenses and/or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call is required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.

We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.

Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.

PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.

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