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Member Support Center Team Lead - Hybrid Work Arrangement

Company: Central One Federal Credit Union
Location: Auburn
Posted on: September 23, 2022

Job Description:

PRIMARY FUNCTIONS: Assist members with savings products and services. Perform a variety of duties promoting and selling all Credit Union (COFCU) services to new and existing members. Assist the VP of Member Support and the Member Support Manager with administrative and operational tasks as requested to support the overall efficient functioning of the Member Support Center (MSC).
1. Function in a leadership role in support of the VP of Member Support and the Member Support Manager.
2. Staff the Help Line and respond to MSC staff inquires and requests; provide information and coaching on savings, consumer loan, IRA, equity and mortgage products, services, policies, and procedures.
3. Work with the VP of Member Support and Member Support Manager to continuously develop the department, its processes, and the Member Support development program.
4. Function as a supervisor in the absence of the VP of Member Support or Member Support Manager by performing overrides, reversals, exceptions and handling escalated calls.
5. Complete monthly quality assurance monitors and coaching to promote a quality conscious department.
6. Consistently meet individual goals; motivate staff to meet individual and department goals.
7. Completes early reviews for all subordinates including Member Support Agents.
8. Promote and cross-sell all credit union products and services; encourage new credit union membership
9. As needed, conduct classroom and on the job training sessions with MSC employees.
10. Prepare reports and data as needed to support MSC operations or other areas of COFCU.
11. Answer incoming phone calls, handling member withdrawals, transfers, and inquiries in an efficient and professional manner.
12. Open new accounts following the procedures, policies, and guidelines for the applicable account type.
13. Provide information and counseling to members on COFCU savings and loan products, services, and policies.
14. Type letters and other correspondence to serve membership.
15. Make referrals to appropriate MSC Relationship Specialist, Lending Specialists and/or affiliated professionals.
16. Perform BSA compliance duties as required by the Credit Union BSA Policy.
17. Stay current on job-related equipment, procedures and/or information by reading handouts/memos, attending meetings and seminars and other necessary means.
18. Adhere to all applicable Credit Union policies, procedures, and regulations.
19. Maintain community involvement and participate in special projects, as needed.
20. Perform other duties as requested or assigned.
Education: High school diploma required
Experience: Three to five years of inbound or outbound customer service/sales in a supervisory role, or applicable experience.
Skills: Analytical ability; ability to make decisions and do detailed work; ability to work efficiently and accurately in a fast-paced environment; proficiency in Windows, MS Office, and Outlook; ability to operate general office equipment; excellent communication skills; ability to sell and cross-sell products and services; ability to interact professionally in person, on the telephone and through other electronic means; demonstrated leadership qualities and organizational skills.
Traits: Capacity to work independently and motivate others. Patience, positive attitude, dependability, flexibility, initiative, resourcefulness, respect for confidentiality, and professionalism. PI191932470

Keywords: Central One Federal Credit Union, Worcester , Member Support Center Team Lead - Hybrid Work Arrangement, Other , Auburn, Massachusetts

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