Patelco Credit Union

  • MCC Team Lead

    Job Locations US-CA-Merced
    Req No.
    2018-2885
    Category
    Member Contact Center
    Type
    Regular Full-Time
  • Overview

    We’re here to help people in communities throughout Northern California build financially healthy lives. We do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change and we put people first. If you’re looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.

     

    About Patelco Credit Union

    Patelco is a not-for-profit credit union, serving the financial needs and aspirations of more than 300,000 members. What we earn, we return to our members in savings from lower loan rates, fewer fees, and personalized service that focuses on transparency, simplicity, and trust. Our mission remains the same as when we started in 1936, to provide products, services, education and expertise that will empower our members to rise up and achieve financial freedom. 

     

    The Opportunity

    In this role, the Team Lead will have a strong understanding of Patelco’s products, policies, procedures, and technology to quickly navigate systems and support the front-line staff. The Team Lead's objective is to be a knowledgeable resource and provide superior service for Credit Union members and team members.

    Responsibilities

    • Assist front-line team members with complex calls and escalations.
    • Ensure team members are utilizing correct tools, adhering to company policies, procedures and that regulatory compliance standards are met.
    • Document and report skill deficiencies, member concerns and call trends to management.
    • Develop and maintain thorough knowledge of Patelco products, services, fees, policies and procedures.
    • Identify and report process improvement opportunities. Present management with suggestions to correct, simplify and/or enhance department procedures.
    • Completes follow –up’s and member cases in a timely manner and within agreed upon SLA’s.
    • Troubleshoots escalated concerns, validate issues, and submit and monitor tickets accordingly.
    • Conducts huddles, team meetings, and training as necessary.
    • Act as in-charge when management is not available.
    • Assist with coaching and development of front-line team members.
    • Assist management with queue monitoring and management.
    • Acts as support for non-phone commitments such as faxing, mailing, emailing, and drafting necessary member letters.
    • Model good attendance and punctuality.
    • Maintain a strong understanding of state and federal laws, regulations, and compliance standards.
    • Remain up to date on training, certifications, and development plan
    • Demonstrate knowledge of Digital Services, Card Services, Specialty Accounts, Business Writing, and New Account and Loans.
    • Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union’s policies and procedures.
    • Perform other duties and responsibilities as assigned

    Qualifications

     

     

    • Have a HS Diploma/GED
    • Have minimum two years’ experience in a customer service call center
    • Experienced with handling escalations and using outstanding judgment
    • Certified in Digital Services, Card Services, Specialty Accounts, Business Writing, and New Account and Loans (preferred)

    Competencies Required

    • Have strong customer service skills
    • Be proficient on PC, MS Office Products, and Email systems
    • Strong technical skills with troubleshooting and a firm understanding on digital services in the financial industry.
    • Possess excellent oral and written communication skills
    • Possess exceptional skills in being resourceful
    • Be detail oriented, a team player, and able to work with little or no supervision
    • Be committed to the concepts of “team effort” and “quality member service”

     

    Patelco Credit Union is an EO Employer - M/ F/ Veteran/ Disability

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