Job: Member Service Center Lead

A Lead Member Service Center Representative processes financial transactions and answers member account and service inquiries over the telephone in a timely manner, ensuring premier member service. Proactively participates in the cross selling of credit union products and services. Assists in the training of new Member Service Center employees and is the “acting supervisor” in the absence of Member Service Center Supervisors.

In the absence of the MSC Management, may directly supervise 15 employees in the Member Service Center. Responsibilities include training employees; assigning, and directing work; rewarding and disciplining employees; appraising performance, addressing complaints and resolving problems.

· One to two years of call center experience in a financial institution required
· 1-2 years experience in a similar role with a credit union/bank required
· Ability to supervise and train lower level employees is required
· Customer service oriented demeanor required
· Ability to sell products and services effectively
· Ability to communicate effectively in both written and oral form
· Ability to interpret banking regulations and compliance standards
· Ability to build & maintain relationships with internal and external members
· Must be able to multi-task and function in a fast paced environment
· Must be detail oriented