What are the responsibilities and job description for the Call Center Lead position at NORTH JERSEY FEDERAL CREDIT UNION, INC.?
Description
North Jersey Federal Credit Union is a member-focused financial institution dedicated to providing exceptional service and innovative solutions to our community. We are committed to fostering a positive and collaborative work environment where employees can thrive and make a real difference.
We are seeking a dynamic and experienced Call Center Lead to join our team. In this fast-paced environment, you will play a crucial role in ensuring the efficient and effective operation of our call center, delivering outstanding member service, and driving team performance. You will be responsible for leading, coaching, and developing a team of call center representatives, ensuring adherence to quality standards, and achieving key performance metrics.
Job Role / Responsibilities:
Team Leadership & Development:
- Supervise, mentor, and motivate call center staff to achieve individual and team performance goals.
- Provide ongoing coaching, feedback, and training on policies, procedures, products, and services.
- Conduct regular team meetings and individual performance reviews.
- Foster a positive and collaborative team environment.
Call Monitoring & Quality Assurance:
- Monitor and evaluate call center performance through daily and weekly call monitoring.
- Ensure adherence to quality assurance standards and identify areas for improvement.
- Provide constructive feedback to representatives to enhance call quality and member satisfaction.
Performance Management & Reporting:
- Monitor and analyze call center metrics (e.g., call volume, average handle time, first call resolution) to identify trends and areas for improvement.
- Prepare and present regular reports on team performance and key metrics.
- Ensure staff understands their metrics and is working towards achieving goals.
Member Service & Problem Resolution:
- Provide exceptional member service by answering inquiries, resolving complex problems, and processing transactions via phone and email.
- Act as a point of escalation for complex member issues and ensure timely resolution.
- Collaborate with other departments to resolve member issues and provide seamless service.
Account Opening Oversight:
- Oversee and assist with the online account opening process, ensuring accuracy and efficiency.
- Provide support and guidance to members regarding online account applications.
- Ensure all regulations are being followed regarding the account opening process.
Cross-Selling & Product Knowledge:
- Promote and cross-sell credit union products and services to meet member needs and achieve sales targets.
- Maintain a thorough understanding of all credit union products and services.
Policy & Procedure Compliance:
- Ensure adherence to all credit union policies, procedures, and regulatory requirements.
- Stay up-to-date on industry trends and best practices.
Qualifications
What you will need to have:
- At least 2 years of experience in a call center environment with individual goals.
- At least 2 years in a leadership role with team goals.
- High school degree or GED required.
What would be great to have:
- Experience with RingCentral phone system.
- At least 1 year of experience working in a financial institution.
- Spanish speaking.
Credit Union Benefits
- Medical/RX
- Dental Insurance
- Vision Insurance
- Health Savings Account
- Vacation Time
- Sick/Personal Time
- Paid Holidays
- Referral and Incentive Bonus Program
- 401(k) with Company Match
- Employee Discounts
- Credit Union Membership and Discounts
- Employee Assistance Program
- Tuition Reimbursement
- Paid Training
Schedule
- Monday to Friday
- Weekend availability
- In-Person position, not remote
