Call Center Lead- Onsite

Launching your career with Northrop Grumman Federal Credit Union (NGFCU) means being a valued team member at one of the strongest credit unions in the country. AT NGFCU, we understand that our employees are one of our most valuable assets. We offer a total compensation program that focuses on providing work-life balance and supports the overall needs of our team members.

Position Description

Under general supervision assists the Call Center Supervisor 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.

Position Requirements

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.

Position Responsibilities

• Supports Call Center Supervisor in attaining Call Center goals and objectives.
• Assists Call Center Supervisor in training and motivating staff, directing the completion and flow of Call Center work and ensuring a consistently high level of service.
• 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.
• Ensures daily incoming calls are answered effectively and efficiently by the Call Center staff by effectively monitoring the Call Center phone queue and keeping Supervisor informed of any staffing challenges.
• Assists Call Center Supervisor in facilitating staff meetings and ensure staff is updated on changes to regulations, policies and procedures.
• Oversees Call Center compliance with Credit Union policies and procedures relative to Call Center Representative operations and alerting Supervisor of violations and concerns.
• 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 daily.
• 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.
• Reviews and approves overrides, check holds, deposit items, and withdrawal limits above staff’s assigned limits.
• Provides feedback and recommendations to Call Center Supervisor regarding service improvements and operational policies and procedures. Keeps supervisor apprised of challenges and successes.
• 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.
• Maintains advance knowledge regarding IRA rules and regulations, including contribution rules, federal tax withholding and reporting. Proficient in completing basic & advance IRA transactions.
• 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.
• Provides support in various areas as needed.
• Other duties as assigned.

NGFCU offers competitive compensation and a rich benefits package including medical, dental, vision, disability and life insurance, and a 401(k)-profit sharing plan with employer matching.

Compensation and Job Title is commensurate with experience and may fall under the following pay ranges:

Call Center Lead- $27.46/hr to $38.45/hr

Please note that the salary information is a general guideline only. Northrop Grumman Federal Credit Union considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

We perform thorough background checks including verification of previous employment, education, credit checks and pre-employment drug screening. Any discrepancies in reported dates, titles, or degree information may result in an employment offer to be withdrawn.

NGFCU is an Equal Opportunity Employer

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment-qualified applicants with arrest and conviction records.