Reporting to the E-Delivery Manager, the E-Delivery Team Lead assists with managing the day-to day operation of the E-Delivery staff. Consistent and predictable attendance is an essential job function. This role also includes assisting with E-Delivery staff development to ensure the delivery of quality service supportive of our organizational strategy, attainment of goals as well as the adherence to credit union policies and procedures. The E-Delivery Team Lead acts as the primary point of escalation and support leadership to enhance team performance and member satisfaction. They are also responsible for upholding a Member Centric environment focusing on enhancing the member experience and would serve as acting manager in the absence of the E-Delivery Manager.

Responsibilities:

• Assist with monitoring the day-to-day operations of the E-Delivery Team to help ensure that service level agreements are met. Assists with scheduling, reporting, resolving escalated issues, staff development, schedule adherence, and projects as assigned.
• Assists Manager with the development and E-Delivery directives/procedures, ensures proper staff communication and adherence to policies and procedures.
• Monitors calls/chats for quality and training purposes.
• Assists E-Delivery Manager with developing, mentoring, motivating, coaching and monitoring performance to enhance service and performance results.
• Assists with the development of annual performance goals, input and recommendations for training plans, provides feedback related to performance evaluations and appropriate personnel actions for each direct report,
• Bill Pay – Responsible for auditing the bill pay collections reports and debiting the members accounts to ensure the credit union is made whole.
• Other: Develops effective working relationships with internal partners.
• Ensures that operating procedures are followed to minimize security risk, protect corporate assets, and attain a satisfactory rating on internal audits.
• Adheres to all risk management guidelines and complete all required compliance training within time frame provided,
• Performs necessary adjustments/corrections on member’s accounts. Including written follow up via email or letters.
• Acting Manager in absence of E-Delivery Manager
• Assists staff with routine duties as time allows and provides coverage when there are staff shortages this includes working Saturdays
• Supports and participates in continuous improvement activities.
• Represents the Credit Union in a positive and professional manner
• Other related duties as assigned
• Maintains member and other sensitive information with confidentiality.
• Treats all co-workers and members with respect

Minimum Qualifications:

3 or more years of directly related progressive financial institution experience. With at least 2 of the years in a Sr. level role in a contact center setting.

Previous customer service experience.

Preferred Qualifications:

• 3 to 5 years Call Center operations experience in a supervisory position.
• Experience with system conversions and/or implementations
• 2 years’ experience in a leadership role.

Education:

• Two-year college degree or equivalent related experience, specialized course of study or program

Pay scale by applicable geographic location:

• Alaska: Min $29.31 - Mid: $36.63 - Max: $43.96
• Arizona: Min: $ 25.84 - Mid: $32.30 - Max: $38.76
• Nevada: Min: $ 26.44 - Mid: $33.05 - Max: $39.66
• Texas: Min: $24.88 - Mid: $31.10 - Max: $37.32
• Washington: Min: $30.02 - Mid: $37.53 - Max: $45.04
• Wyoming: Min: $25.48 - Mid: $31.85 - Max: $38.22

The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and applicable experience within the industry, job related training/education, etc.

Benefits:

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