Job Description - Contact Center Team Leader (HCU000087) **Job Description**

Contact Center Team Leader ( **Job Number:**

HCU000087 ) Honda Federal Credit Union **Description**

The Contact Center Team Leader will work with the Contact Center Lead and Contact Center staff to implement/follow up on policies and procedures.

**Responsibilities:**

Support staff with questions and decisions that arise from daily interaction with members

Ensure staff and self are able to assist members in a professional, courteous, efficient manner while accurately executing transactions, account file maintenance, opening or closing accounts, inputting or processing a loan application, completing IRA documents, etc.

Assist manager to motivate and support staff and self to meet service and sales goals

Assure Quality Member Service

Assist staff in resolving member problems/concerns/questions

Assist in production

Monitor call flow

Participate in manager meetings

Oversee day-to-day operations in the member service area

Work together with other branches/departments within the CU

Successfully lead team and self to excellence

Engage in budget development as well as actions necessary to meet or exceed budgetary expectations

**Qualifications**

Minimum of three (3) years of experience in a financial institution

Consumer lending experience (originate/close loans, process loan requests, interpret credit reports and debt ratios)

Strong customer service/sales skills in a Financial Services Environment

Strong leadership skills with the ability to maintain confidentiality

Commitment to quality member service

Ability to multitask

Strong decision making skills

Strong oral and written communication skills

Demonstrated professionalism

Willingness to assist other employees

Strong organizational skills

Technical knowledge and skills required

Honda Federal Credit Union is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.