Coastal1 Credit Union is hiring: Call Center Team Lead in Pawtucket

Overview

Call Center Team Lead role at Coastal1 Credit Union in the Contact Center. This on-site, in-office position supports the VP Contact Center and Call Center Manager in the efficient daily operation of the Call Center Department, ensuring compliance and delivering quality service to members by providing information, resolving problems, and cross-selling Credit Union products and services.

Founded in 1928 and based in Pawtucket, Coastal1 Credit Union serves over 130,000 members with 19 branches in RI and MA. Coastal1 is a member-focused organization dedicated to providing the best products, services, rates, and technology for member convenience and security.

Coastal1 offers competitive pay and benefits, including medical, dental, and vision insurance, paid time off, on-site fitness center, 401(k) with company match, employee homebuyer assistance, and more. This is an on-site position.

Duties And Responsibilities

• Ensure accurate, efficient, courteous, and exceptional quality service is provided by the Call Center representatives.
• Coach and motivate agents through one-on-one sessions and group discussions to achieve goals.
• Build authentic relationships, motivate agents, and drive results.
• Coach contact center representatives, deliver feedback, and recognize improvement; handle escalated calls as needed.
• Provide high levels of service and responsiveness to members and co-workers.
• Act as Subject Matter Expert and maintain knowledge of Coastal1 products, services, policies, and procedures; troubleshoot and resolve issues within authority; forward inquiries beyond authority when needed.
• Approve fee reimbursement on deposit accounts and provide alternative overdraft solutions.
• Maintain high knowledge of the Online Banking System; review daily work, perform quality control, and track department activity.
• 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 as needed.
• Address performance issues within authority; coach representatives within supervisor guidelines.
• Supervise staff scheduling; provide supervisor coverage in the absence of management.
• Ensure compliance with Bank Secrecy Act/Anti-Money Laundering policies and related screening and record-keeping requirements; maintain knowledge of applicable laws and regulations.
• Perform other duties as required.

Education And Experience Requirements

• Minimum of a high school diploma or equivalent required; Associate’s degree preferred.
• Minimum of 3 years in a member services function; supervisory/management experience preferred.
• Ability to manage multiple projects, with time-management and multitasking skills.
• Excellent written, verbal, and telephone communication skills.
• Ability to work under pressure and meet deadlines.
• Proficiency with Microsoft Office and banking software.
• Ability to maintain a positive and upbeat Credit Union image; handle confidential information securely; collaborate across all levels and functions.
• Ability to work independently and as part of a team; bi-lingual helpful.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Banking

Equal Opportunity Employer