Call Center Team Lead

Coastal1 Credit Union is seeking to hire a Call Center Team Lead in our Contact Center!

Our Call Center Team Lead will assist the VP Contact Center and Call Center Manager in the efficient daily operation of the Call Center Department and ensure compliance throughout. They will provide quality service to members by providing information, resolving problems, and cross selling Credit Union products and services.

This is an on-site, in office position.

Founded in 1928 and based in Pawtucket, Coastal1 Credit Union is a growing, member-focused organization serving over 130,000 members. Today, Coastal1 has 19 branches throughout RI and MA, including Bristol, Cranston (2), Cumberland, East Greenwich, East Providence (2), Johnston, North Kingstown, North Providence, Pawtucket (3), Providence, Smithfield, Wakefield, Warwick (2), and North Attleboro, MA.

We are committed to helping members achieve their financial goals. Coastal1 Credit Union is committed to providing the best in products, services, rates and changes in technology for our members convenience and security providing "The smarter way to bank." We are focused on simply being the best overall community financial institution in the markets we serve.

Coastal1 offers competitive pay and great benefits including medical, dental and vision for you and your dependents. In addition, we offer paid time off to promote work / life balance, on-site fitness center, 401(k) with a company match, employee homebuyer assistance, plus much more!

Duties and Responsibilities

• Ensure accurate, efficient, courteous and exceptional quality service is provided by the Call Center representatives.
• Possess a confident but warm demeanor that adapts well to one-on-one coaching sessions and group discussions to inspire change is key to achieving the goals of this role.
• Build authentic and trusted relationships, motivating and inspiring agents to achieve results.
• Able to connect effectively and coach contact center representatives; builds constructive and effective relationships; can deliver coaching feedback and recognize improvement.
• Provide the highest level of service and responsiveness to members and co-workers.
• Act as Subject Matter Expert and maintain a high level of knowledge of Coastal1 products, services, policies and procedures, troubleshooting issues and resolution on accounts to include account activity, fraud disputes, debit card issues and Online Banking issues and resolution within level of authority. Forward inquiries to appropriate department for resolution beyond area of authority, access, or knowledge.
• Decision and approve fee reimbursement on deposit accounts and provide alternate overdraft solutions.
• Possess a high level of knowledge of the Online Banking System.
• Review daily work for accuracy and efficiency, perform quality control activities and track department activity.
• Handle escalated calls from representatives.
• Assist with New Online Deposit Accounts as needed.
• Provide feedback to the VP Contact Center and Call Center Manager on representative performance.
• Provide training to new hires to the department as needed.
• Address and document performance issues within authority level. Promptly address issues and possible errors, coach department representatives as needed within guidelines of supervisor authority.
• Supervise staff if needed with scheduling.
• In the absence of management, provide supervisor coverage as needed and be responsible for Call Center representatives.
• Ensure compliance with Coastal1's Bank Secrecy Act / Anti-Money Laundering Policy and related procedures, Member Identification Program and Office of Foreign Assets Control screening and record keeping requirements.
• Maintain knowledge of laws and regulations affecting the department and / or areas of responsibility.
• Perform other duties as required.

Education and Experience Requirements

EOE / M / F / Vet / Disabled