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Role Description

The E-Delivery Team Lead assists with managing the day-to-day operation of the E-Delivery staff. This role includes:

• Monitoring the day-to-day operations of the E-Delivery Team to ensure service level agreements are met
• Assisting with scheduling, reporting, resolving escalated issues, staff development, schedule adherence, and projects as assigned
• Assisting the Manager with the development of E-Delivery directives/procedures and ensuring proper staff communication and adherence to policies
• Monitoring calls/chats for quality and training purposes
• Developing, mentoring, motivating, coaching, and monitoring performance to enhance service and performance results
• Assisting with the development of annual performance goals and providing feedback related to performance evaluations
• Auditing bill pay collections reports and debiting member accounts
• Developing effective working relationships with internal partners
• Ensuring operating procedures are followed to minimize security risk and protect corporate assets
• Adhering to all risk management guidelines and completing required compliance training
• Performing necessary adjustments/corrections on member accounts
• Acting as Manager in the absence of the E-Delivery Manager
• Assisting staff with routine duties and providing coverage during staff shortages
• Supporting and participating in continuous improvement activities
• Representing the Credit Union in a positive and professional manner
• Maintaining confidentiality of member and sensitive information
• Treating all co-workers and members with respect

Qualifications

• 3 or more years of directly related progressive financial institution experience, with at least 2 years in a Sr. level role in a contact center setting
• Previous customer service experience

Requirements

• 3 to 5 years Call Center operations experience in a supervisory position (preferred)
• Experience with system conversions and/or implementations (preferred)
• 2 years’ experience in a leadership role (preferred)
• Two-year college degree or equivalent related experience, specialized course of study or program (preferred)

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Flexible Spending Account
• 401(k) Matching
• Paid Time Off
• Training Provided
• Tuition Reimbursement