Team Lead I – Member Support

Essential Duties:

• Assist Member Support staff with escalated or complex member inquiries and ensure resolution.
• Promptly and efficiently handle direct, phone, or written inquiries or requests from members and staff.
• Assist in directing the workflow in the Member Support department. Update schedules daily to reflect accurate adherence. 
• Conduct call observations and provide feedback to management.
• Collaborate with other Member Support Team Leads on training new staff and make recommendations to Member Support management for improvements related to content or delivery of training.  
• Provide recognition and encouragement to Member Service Representative – Member Support staff to support branch goal achievement.
• Act as a mentor to new staff members in the Member Support department.
• Provide information to members and staff about all facets of the Credit Union including eligibility for membership, types of accounts available (savings and lending), online services, current rates, calculation of dividends and interest, insurance coverage available, payroll deduction and other deposit and payment plans.
• Maintain an excellent knowledge of the features and benefits of Credit Union services and of selling skills.  Employ both to successfully cross-sell Credit Union services when assisting members. 
• Assist members with any questions or problems with their accounts including any research and, if necessary, correction of any errors.
• Effectively communicate information to team in a timely manner.
• Work with management to ensure Member Service Representative – Member Support staff are developing and using phone skills consistently, and coach accordingly.
• Maintain correspondence and documentation as needed.
• Demonstrate strong regulatory knowledge applicable to this position and understand and comply with government regulations with particular emphasis on the Bank Secrecy Act (BSA), US Patriot Act and related regulations.
• Actively participate and fulfill expectations in the Credit Union Email Security Awareness Program as outlined in the Information Security Program Acknowledgement document.
  

Knowledge and Skills:

Experience:

One year to three years of similar or related experience. Call center experience preferred.

Education:

A high school education or GED.

Additional Details:

Location: Will be located at both the 192nd Branch and Vancouver Mall Branch based on business needs.

Position Type: Hybrid after 6 months. 

Hours: Full time, 40 hours a week. Usually 9am – 6pm Monday through Friday. Rotating Saturdays. 9:30am to 2:00pm. Hours will vary based on business needs as well. 

iQ offers a total compensation package for our totally exceptional employees.

There’s a reason we’ve ranked as one of top workplaces in the Pacific Northwest for the past seven years. We listen to our employees and continue to provide benefits that make a difference.

Healthcare coverage

• iQ pays 100% monthly medical, dental and vision premium for you AND your dependent children.

Saving for retirement

• iQ matches up to 5.5% of your 401(k) retirement dollars.

Paid time off

• iQ offers 11 paid holidays plus vacation and sick time accruals.
• iQ encourages community involvement through paid volunteer opportunities.
• iQ uniquely offers a paid Cultural Enrichment Day to increase awareness of the diverse communities we serve.

Investing in you

• iQ offers a student loan repayment match up to $100 per month.
• iQ supports you in advancing your education and knowledge through tuition reimbursement.
• iQ offers an annual match to amplify your nonprofit giving.

See our full list of unique benefits: iQ23-BenefitsSummary2023.pdf (iqcu.com)

iQ Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.