Member Contact Center Digital Team Lead (Administrative)
Role:
This position is responsible for mentoring new and existing Member Contact Center (MCC) representatives, ensuring that they are well-trained in all processes and procedures. The individual will serve as a subject matter expert, reviewing and maintaining MCC procedures, and resolving complex member issues while delivering exceptional service. The role also involves identifying opportunities for member relationship growth, supporting outbound initiatives, and ensuring all member interactions meet the MCC's quality standards. This individual will consistently demonstrate professionalism, service excellence, and strong problem-solving skills in a high-volume environment.
This is a hybrid role requiring a minimum of five days on-site at our headquarters in Syracuse, NY, following an initial 90-day training period conducted onsite.
Essential Functions & Responsibilities:
35% Membership Management:
- Oversee membership applications received electronically from submission to booking, with a critical focus on applications flagged for fraud.
- Conduct detailed reviews of credit reports, fraud prevention monitors, and identification documents to identify product opportunities.
- Initiate applications for credit cards, lines of credit, and personal loans once suitable opportunities are identified.
- Contact members to secure booked memberships and introduce them to Empower FCU, offering suitable products and services.
- Assist in testing new processes in Meridian Link and respond to member inquiries, resolving complex issues across multiple channels (chat, email, and messaging).
- Maintain expertise in MCC delivery systems such as Alkami, Alkami Admin, CST, Payment One, Teams, CCM, ConvergePoint, Ackcelerent, Docusign, eDesk, Verafin, Glia, and DNA.
30% Member Support:
- Address member inquiries and resolve critical issues related to accounts, loans, online and mobile banking, and other services.
- Recommend and promote appropriate products and services that meet member needs.
- Process fee refunds and check hold releases within established limits.
- Handle priority assignments, including CEO email responses, Callipay funding, and GL balancing.
- Adhere to security protocols and Empower's Service Standards, ensuring top-notch member service with every interaction.
15% Mentorship:
- Mentor new hires on all MCC procedures, processes, and technical platforms, with a focus on excellent member service.
- Provide ongoing mentorship to existing MCC staff, offering feedback to enhance performance and knowledge.
10% Outbound Initiatives:
- Participate in outbound calling initiatives aimed at strengthening member relationships, promoting relevant services, and supporting key service campaigns.
- Recommend products and services that increase member engagement and build lasting relationships.
10% Issue Recognition:
- Identify, track, and escalate patterns of service or fraud-related issues to management as appropriate.
- Perform all other duties as assigned to support team and department objectives.
Performance Measurements:
See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.
Knowledge and Skills:
Experience: 3 to 5 years of relevant experience in customer service or a similar role.
- Experience in handling complex member inquiries and escalations is required.
- Demonstrated ability to mentor and lead teams while resolving issues in a high-volume, multi-channel environment.
Education: A two-year college degree, completion of specialized certification or licensing, or job-specific skills acquired through training or apprenticeship programs. Experience may be considered in lieu of a degree in some cases.
Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other Skills:
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- Strong verbal and written communication skills.
- Excellent analytical and problem-solving abilities.
- Knowledge of regulatory compliance related to banking and financial services.
- Skilled in using a PC and general office equipment.
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for long periods at a time, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
