Lead Contact Center Specialist

Are you an experienced financial call center agent? Do you possess a broad knowledge of financial products and services? Would you like to work at a collaborative organization that thrives on providing outstanding member service both internally and externally? Would you like to work at a multi-faceted, dynamic organization that thrives on teamwork and collaboration? If so, we’d love to talk with you about San Mateo Credit Union’s Lead Contact Center Specialist Position! Located in the heart of the Bay Area, San Mateo Credit Union is a community-centric and growth-oriented financial institution.
We have a strong culture based on shared values of people helping people and making a difference in the communities we serve.
We are committed to supporting each other, fostering a great member experience, and having a positive impact on the financial lives of our members, employees and communities.
Diversity, equity and inclusion are critical to our success, and we value the varied backgrounds and experiences that everyone brings to our organization.
If you value collaboration, forward-thinking, and giving back, this just might be the place for you.
SALARY & BENEFITS SMCU reflects the value placed on employees by providing an excellent salary and benefits package: Starting pay of $31.
00 - $35.
00 per hour depending on experience Bilingual pay incentives (English/Spanish or English/Tagalog) Semi-annual bonuses for meeting key financial and operational goals Medical, Dental, Vision, Life, and Long-Term Disability insurances 401(k) including generous matching contributions Discounts on financial products and services, including mortgage and auto loans Paid time off, tuition reimbursement, and much more! POSITION SUMMARY The Lead Contact Center Specialist assists management with the day to day operations of the Contact Center department.
They will aide and assist with representatives to accurately and effectively assist members with their requests and inquiries, through all delivery channels.
They will help monitor department activity as requested by the Contact Center Manager and/or Assistant Manager.
They will serve as an expert in the various tasks and functions in the Contact Center and a “go-to-person” for questions or issues.
In addition, they will contribute to the development of department goals, objectives, and procedures to ensure consistent high-quality member service delivery.
PRIMARY RESPONSIBILITIES Support and or assist with monitoring various queues (calls, online chat, text, and secured messaging) Monitor agent calls; coach and give feedback for improved performance.
Monitor and or provide live queue support throughout the day and remain available to various queues to meet and sustain service level as expected.
First point of contact to assist in escalated member interactions.
Work independently and use effective problem-solving skills to complete member requests and assist in the development of Contact Center agents.
Make complex account decisions within set guidelines and refer to other departments as needed.
Within established guidelines and procedures, perform work requiring the use of judgment and discretion in making decisions to satisfy member needs and staff concerns.
Act as lead employee within the department by providing leadership and guidance to staff.
Act in the capacity of supervisor in the absence of the department Supervisor/Manager.
Provide the department Supervisor/Manager with feedback on personnel issues; assist and participate in the appraisal and/or disciplinary processes.
Aid new and existing members about all Credit Union products and services (includes digital and mobile banking, all lending products and wealth management opportunities.
Assist with staff training in quality service standards, knowledge of all products and services, and the handling of difficult or complex members concerns.
Assist in scheduling of staff lunches and breaks with the ability to adjust the schedule based on business needs.
Prepare department reports to summarize department activity.
Review and recommend updates and or improvements to department policies and procedures as needed.
Perform other related duties as assigned by the immediate Supervisor/Manager.
Coach staff to successfully cross-sell and achieve goals set by the credit union.
Provide service that aligns with the Credit Union’s mission of passionately delivering relevant products, services, and education tailored to help our members, employees, and communities achieve their financial goals.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and laws enforced by the Office of Foreign Assets Control.
PHYSICAL DEMANDS The physical demands and work environment characteristics described 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.
While performing duties of the job, employee may be required to use frequent physical activities include sitting, standing, reaching, walking, talking, bending, and constant use of hands.
Employee must occasionally lift and/or move up to 5 pounds.
Employee may occasionally work overtime.
These activities are not necessarily performed to the same degree and combination every day.
Apply Now for Consideration! San Mateo Credit Union is an Equal Opportunity Employer.
Must have three to five years of experience in a financial institution.
Expertise should include New Accounts and back-office operations/accounting functions (e.
g.
, ATM, Member Payroll/ACH, Deceased Accounts, and IRAs).
Prior financial call center and/or supervisor background is preferred.
Knowledge and thorough understanding of credit union fundamentals Organized and able to handle a high volume of work, adhering to deadlines, problem-solver and able to provide solutions to increase productivity and find areas for improvement.
Strong verbal, written, analytical and interpersonal skills to analyze processes and procedures and make recommendations to your supervisor to implement changes and ensure adequate controls are in place for risk, regulatory compliance, and quality of work.
Adaptable to change and ability to work through escalated or stressful interactions appropriately with professionalism, demonstrating excellent listening skills with the capacity to ask probing questions, understands concerns, and overcome objections.
Deal calmly and professionally with numerous different behaviors from diverse backgrounds at various levels within and outside the organization and demonstrate highest levels of customer service and discretion when dealing others.
Must be willing to work flexible schedules to accommodate the hours and business needs of the Contact Center, including Saturday schedule.
Must have the ability to supervise employees and be able to maintain an effective and efficient schedule and workflow.
Demonstrate effective leadership and communication skills; ability to guide and direct staff.
Must demonstrate flexibility in taking advantage of internal and external training resources available.
Some college education, with an emphasis on business courses, is preferred.
Ability to speak Spanish is preferred but is not required.