Lead Contact Center Representative

Primary Responsibilities:

Day-to-day supervision and leadership of Contact Center staff handling scheduling, first-level escalation, training, and monitoring team performance.

Independently assess and process inbound contact via multi-channel modes to accomplish a satisfactory result for the Credit Union and the member. Model a high energy, world-class service and sales culture within the branch and credit union. Proactively cross-sell and refer for Credit Union products and services. Position is a peer-level supervisor and will perform much of the same day-to-day activities as a Contact Center Representative.

Primary Qualifications: Passionate and enthusiastic; possess world class service and leadership skills; strong knowledge and understanding of FirstCCU products and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Live the First Community Credit Union Mission, Vision and Values within the organization and our communities.
2. Professionally process inbound requests concerning account questions, product and service information, Credit Union policies, and various other member requests.
3. Lead and train team of contact center representatives providing guidance and support.
4. Create and monitor Contact Center schedules.
5. Promote an energetic, world-class service and sales culture that continually strives to improve the way we serve our members.
6. Build strong relationships with new and existing members that lead to cross-sales and sales referrals. Identify member needs and align products and services that help achieve their financial goals and those of the credit union.
7. Assist with general administrative functions of the Credit Union (may include assisting other departments as needed).
8. Efficiently interpret and explain fees, charges, policy, procedure, special circumstances, programs, products, and financial terms or concepts for members.
9. Advises management of irregular or recurring problems and suggests improvements to better serve Credit Union Members.
10. Review and update information on member record file.
11. Follow all state and federal laws and regulations.
12. Assist in promoting a positive credit union image during working and non-working hours.
13. Perform other duties and responsibilities as assigned or deemed necessary in order to meet the credit union's goals and objectives.

First Community offers great benefits

• Payroll - You get paid weekly
• PTO Time - 16 hours per quarter after added on the 1st of quarter after 90 days of service
• Vacation Time - 1 week after 6 months of service, then 2 weeks annually
• Holiday Pay - Immediately Hours paid for hours missed
• Floating Holiday - After 90 days of service 8 hours for a day in the month of your birth month
• 401K Plan - You can contribute after 30 days service. Then the Credit Union will contribute 3% after 1 year of service. In addition we will match1/2 of what you contribute up to another 2%
• Health Insurance - Available on the 1st of month after 30 days of service. Employer pays 75% of premium for employee
• HSA with high deductible health plan. Credit Union will match HSA dollar for dollar up to $1,000
• Dental - Available on the 1st of month after 30 days. Employer pays 75% of premium for family
• Vision - Available on the 1st of month after 30 days. Employee paid.
• Life Insurance/LTD/AD&D - Life Insurance is 2X your salary. Employer paid
• Fitness Plan - After 90 days of service employer pays 75% of premium max of $50 monthly

Required Knowledge, Skills, and Abilities:

1. Passionate and enthusiastic.
2. World-class member service skills.
3. Intermediate knowledge of credit union products; services; loan policies and procedures.
4. Moderate sales skills.
5. Gain knowledge of federal and state regulations relating to credit union operations management.
6. Knowledge of Microsoft Office applications.
7. Knowledge of intermediate math (calculations and concepts involving decimals, percentages, fractions, etc.)
8. Availability to work weekends and extended hours, as needed.
9. Availability to attend special off site sales events and credit union functions, as needed.
10. Outgoing personality, with the ability to ask for new business and capable of making outbound phone calls.
11. Works well with others and follows directions.
12. Detail oriented.
13. Other duties as assigned.

Compensation details: 18-20 Hourly Wage

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