Virtual Contact Center Coach & Leader

JSC Federal Credit Union; Midland (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Wellby Financial Credit Union is seeking a Contact Center Lead to support Member Service Representatives, respond to inquiries, and resolve issues while coaching and guiding team performance. The role emphasizes compliance with banking regulations, quality assurance, and customer satisfaction.

The position involves training and mentoring staff, handling escalations, and promoting best practices across the contact center to ensure excellent member experiences.

Qualifications

• Knowledge of Wellby’s organizational functions and general operating policies and procedures.
• Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
• Knowledge of credit union services and products.
• Knowledge of personal computer, utilizing Microsoft Office Suite and other software’s.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding devices.
• Skilled in exercising initiative and using good judgment to make sound decisions.
• Skilled in interacting with staff, management, vendors, and members diplomatically and tactfully.
• Skilled in responding to requests regarding complex financial information/data.
• Ability to navigate various digital platforms and understand, assess, and communicate through them.
• Ability to work in stressful, high-pressure situations and handle multiple tasks simultaneously.
• Ability to handle difficult situations with poise and professionalism.
• Ability to communicate information and ideas so others will understand.
• Ability to exchange accurate information in these situations.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to communicate clearly and concisely, orally and in writing.

Responsibilities

• Respond to member inquiries and resolve issues or complaints.
• Train, develop, coach, and conduct quality assurance for Member Service Representatives.
• Assist with daily contact center activities including chat support and schedule adherence.
• Escalate member issues and provide timely callbacks to support NPS goals.
• Ensure compliance with laws and policies, including Bank Secrecy Act/AML.
• Support the team and drive a positive, engaging work environment.
• Lead change within the team and virtual contact center.
• Assist with onboarding and training of new team members as needed.

Skills

Credit union services

MS Office

Digital platforms

Initiative & judgment

Interpersonal diplomacy

Customer service

Clear communication

Wellby policies

Secretarial practices

Team collaboration

Education

Bachelor’s degree in business administration/management

Tools

Microsoft Teams

Zoom

Job description

Wellby Financial Credit Union is seeking a Contact Center Lead to support Member Service Representatives, respond to inquiries, and resolve issues while coaching and guiding team performance. The role emphasizes compliance with banking regulations, quality assurance, and customer satisfaction.

The position involves training and mentoring staff, handling escalations, and promoting best practices across the contact center to ensure excellent member experiences.