176239 - Call Center Lead - CA
CA-S.Cali-Los Angeles/Orange Counties
$20.66 to $24.70 DOE
3-6 months, CTH

Under general supervision assists the Call Center Manager in all assigned areas of the call center operations. Assists in completion of required periodic audits on a timely basis. Responsible for staying current with all applicable policies and procedures. Monitors departmental workflow and member service being provided by Call Center Representatives to ensure the highest quality of service is being extended to members.
o Supports Call Center Manager in attaining Call Center goals and objectives.
o Assists Call Center Manager in training and motivating staff, directing the completion and flow of Call Center work and ensuring a consistently high level of service.
o Responsible for supporting the Call Center Phone queue by answering and being attentive to incoming phone calls and completing member transactions as requested by members.
o Ensures daily incoming calls are answered effectively and efficiently by the Call Center staff by effectively monitoring the Call Center phone queue and keeping Manager informed of any staffing challenges.
o Assists Call Center Manager in facilitating staff meetings and ensure staff is updated on changes to regulations, policies and procedures.
o Oversees Call Center compliance with Credit Union policies and procedures relative to Call Center Representative operations and alerting Manager of violations and concerns.
o Ensures operational and Call Center duties are conducted in accordance with policies and legal and regulatory requirements. Verify completeness and accuracy of all incoming Call Center work on a daily basis.
o Promotes new loan and deposit products and services to achieve branch growth goals. Build and promote a member focused environment by building and maintaining positive member relationships.
o Reviews and approves overrides, check holds, deposit items, and withdrawal limits above staff's assigned limits.
o Provides feedback and recommendations to Call Center Manager regarding service improvements and operational policies and procedures. Keeps manager apprised of challenges and successes.
o Ensures daily processes are accurately completed in a timely manner, including but not limited online account opening, daily wire transfer requests, respond to email and correspondence directed to the Call Center department.
o Maintains advance knowledge regarding IRA rules and regulations, including contribution rules, federal tax withholding and reporting. Proficient in completing basic & advance IRA transactions.
o Monitors and reports suspected money laundering, structuring or other suspicious activity in accordance with BSA. Provides SARs to internal compliance personnel for review, filing and records retention.
o Provides support in various areas as needed.
o Other duties as assigned.

High School Diploma or equivalent.
Three (3) years of experience in a financial institution preferred.
Strong analytical and organizational skills.
Demonstrates exemplary member service skills and an ability to handle multiple tasks.
Expert knowledge of credit union products and services, and branch operations, including practices, policies, procedures and applicable regulations.
Strong knowledge and capabilities in Microsoft Outlook, Word and Excel required.
Expert knowledge and skill with organizational operating systems and departmental vendor applications.
Highly effective written and verbal communication skills with strong interpersonal and collaboration skills.

High School Diploma or equivalent is required.

9AM to 6PM

Silmese Graves at sgraves@chiptonross.com
11832 Fishing Point Drive, Suite 100
Newport News, VA 23606

Phone: (757) 595-0005 x261 or (877) 244-5418 x261

Candidates responding to this posting must currently possess the eligibility to work in the United States. No third parties please.

Chipton-Ross provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, protected veteran status, genetic information, or any other characteristic protected by Federal, State or local law. This policy governs all areas of employment at Chipton-Ross, including recruiting, hiring, training, assignment, promotions, compensation, benefits, discipline, and terminations.