Role OverviewThe Call Center Team Lead provides day-to-day guidance and support to Member Service Representatives (MSRs) and Senior MSRs while serving as a liaison to Contact Center management. This role supports staffing, coaching, training, reporting, and special initiatives while remaining actively involved in client and member service.
What You Will Do
Perform MSR and Senior MSR duties, including queue support, escalations, web chats, voicemails, bill pay inquiries, and card-related requests. Coordinate team schedules, attendance, breaks, and coverage; communicate staffing concerns to management.
Why It Might Be a Fit
Support credit unions nationwide while working in a collaborative, cooperative environment. Gain hands-on experience with CU*BASE and other industry-leading tools while receiving medical, dental, and vision coverage, PTO, and a generous 401(k) matching program.
Requirements
- High school diploma, GED, or equivalent experience
- 1–2 years of office, call center, or leadership experience
- 2–3 years of banking, credit union/CUSO, customer service, call center, or financial services experience
- Ability to meet or exceed MSR and Senior MSR qualifications
- Experience training employees or clients by phone, virtually, and in person
- Advanced knowledge of credit union operations, CU*BASE, Xtend Contact Center, and Member Reach processes
- Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint
Benefits
- Medical, dental, and vision coverage
- PTO
- Generous 401(k) matching program
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