The Member Experience Team Lead assists the Contact Center in focusing on delivering the highest quality member experience while resolving matters timely and within reasonable means, leaving the member impressed that their call was handled with care. The Member Experience Team Lead is the liaison, coach, advocate of our Contact Center team and is key in ensuring an absolute world-class experience.

Functions and Responsibilities:

• Assist in developing staff goals. Provide input to management about team performance to aid in the completion of performance appraisals and disciplinary actions.
• Assist representatives with resolving issues, and provide approvals and overrides to representatives when needed.
• Contribute to maintaining Knowledge Base entries and updates.
• Provide transaction overrides as needed to members of the team.
• Provide status updates on deliverables, and maintain records and reports for the team.
• Facilitate team meetings when needed to circulate information to team members.
• Manage and de-escalate difficult and complicated problems, and review situations to determine when it's appropriate to make exceptions.
• Make concerted effort to handle all matters by phone at the first point of contact. Actively listen and ask questions to determine the most appropriate solution for individual members.
• Manage time off the phone appropriately so that service level goals are met.
• Work on Saturdays as assigned.
• Perform other duties as assigned by the supervisor and officers of the credit union.

Basic Requirements:

• Must have excellent written and verbal skills, positive attitude, pleasant demeanor, decisiveness, and professionalism.
• Must be able to operate calculator, computer systems, phone/voice mail system, and all other equipment necessary to perform job.
• Must have the proven ability to provide quality service to our members.
• Must be able to understand the importance of positive voice tones and express oneself clearly.
• Must be able to handle high levels of stress.
• Working hours are from 8:00 AM to 5:00 PM CST. Saturday rotations are required from 9:00 AM to 1:00 PM CST.

Experience: Three to five years of similar or related experience preferred.

Experience: A high school education or GED.

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Please note - submitting a resume does not guarantee any future action by Avadian Credit Union.

Avadian Credit Union is an Equal Opportunity Employer.