Contact Center Digital Lead

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
• Respond to escalated issues, directly and indirectly demonstrating experience, knowledge, professionalism and judgment and guaranteeing member satisfaction.
• Supervise, monitor and oversee all the activities of the Contact Center Digital Team according to established policies, procedures, and guidelines.
• Evaluate the work flow of the department’s operations on a routine basis; recommend changes to improve efficiency and reduce costs; advise the Contact Center Manager of all conditions which could affect the operation of the department.
• Provide leadership to, and daily management of, the Contact Center digital functions of the Credit Union. Acting as a role model for appropriate behavior, genuinely participate in the decision-making process of the Credit Union’s future while helping staff to recognize and understand the reasoning behind leadership decisions.
• Assist in setting policies and goals for the department.
• Lead department personnel.
• Develop and maintain a strong team environment, demonstrated through a committed, enthusiastic, results driven staff.
• Responsible for hands-on daily Contact Center Digital activity within assigned group.
• Assist with coordinating and performing training for Contact Center Digital team.
• Educate department on the use of Credit Union technology (e.g. plastic cards, ATM, text banking, mobile banking, online banking and bill pay, remote deposit, etc.) and assist with associated problem resolution while increasing adoption of existing self-service options.
• Build departmental relationships through training on consultative cross selling and promotion of next-best product or service, counseling members on Credit Union products and services in a friendly, professional and consistent manner.
• Supervise the processing of routine transactions, wire requests, and file maintenance functions such as setting up internal recurring transfers, as well as routine clerical tasks such as ordering checks, providing member check copies, statements, and card services.
• Research and resolve escalated member questions, complaints, and account queries.
• Meet target goals as outlined in the incentive plan.
• Supervise the administration of the automated calling system and provide effective management of digital and call queues.
• Provide routine information concerning Credit Union services and members’ accounts, in accordance with Credit Union policy.
• Maintain a comprehensive knowledge and understanding of all Credit Union products, services, and technology.
• Deliver excellent member experience in relation to Credit Union standards.
• Supervise the replies to member correspondence received through the Credit Union’s website.
• Develop and maintain community relationships as needed/necessary for the Credit Union to be viewed as a responsible member of the community, and participate in other, similar activities to further the values and viability of the Credit Union movement.
• Ensure employees participate in Credit Union training programs.
• Ability to work extended branch hours including Saturdays.
• Monitor the submitted loan applications to be referred to Financial Consultants
• Cooperate and work with co workers as a team member
• Performs all responsibilities in accordance with CW Values, compliance, regulatory and Information Protection requirements.
• Attend training and comply with CWCU policies and procedures as well as applicable State and Federal regulations
• Performs additional duties as assigned

QUALIFICATIONS
• Strong leadership and development skills to effectively train and motivate staff.
• Cooperate and work with coworkers as a team member.
• Ability to correspond professionally and effectively with members via phone and electronic communications.
• Ability to learn, train and apply new technologies, processes, and procedures in a timely manner.
• Must possess a professional, friendly communication style and a can-do attitude.
• Effectively able to manage multiple projects and work through constant interruptions
• Strong desire to help lead and set an example for your team.
• Good interpersonal skills to ensure member issues are handled in a fair and consistent manner.
• Must be goal oriented with a strong desire to exceed established expectations.

EDUCATION/EXPERIENCE REQUIREMENTS
• Two years team lead or supervisory experience preferred.
• Associates degree or equivalent combination of education and experience
• 3+ years of customer service experience required; experience in a financial institution is preferred.
• Demonstrated experience in providing exceptional leadership and customer support.
• Excellent written and verbal communication skills; strong problem-solving skills and data analysis abilities.
• Excellent time management skills.
PHYSICAL REQUIREMENTS
• Full-time hours required, with additional hours as necessary to accomplish objectives, goals and projects.
• Ability to sit or stand within proximity of a computer terminal for extended periods.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.