Lead Contact Center Representative
$47,840–$60,320 year
On-siteModesto, California, United States
Job Summary
Supervise and coordinate daily Contact Center functions, including opening/closing the department and managing overflow requests. Answer incoming calls, process escalated member interactions, and ensure compliance with banking regulations. Facilitate training sessions, coach staff on phone etiquette and scripting, and monitor recorded calls to maintain quality standards. Provide feedback based on call evaluations, assist with departmental audits, and update the Knowledge Base for member service partners. Collaborate with leadership teams to achieve KPIs and offer recommendations for process improvements. Maintain accurate file maintenance reviews and manage lunch/break schedules to keep representatives on track.
Required Qualifications
- High School diploma or equivalent
- 2 or more years of similar experience, including time spent in leadership positions within a financial situation, preferably the Credit Union movement
- Minimum 2 years of customer service experience, preferably in a Contact Center
- Ability to work through escalated or stressful interactions appropriately with professionalism
- Technical aptitude to understand complex programs and applications
- Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation
- Strong written, verbal, and interpersonal skills
- Detail-oriented, organized, accurate and ability to adapt to change. Excellent decision making and time management skills
- Well-developed analytical and problem-solving skills. Ability to trouble-shoot problems and research capabilities of current or proposed products
- Exert up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects
- Sedentary work involves sitting most of the time
- The incumbent is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; typing; viewing a computer screen and reading
- Climb/descend stairs in an emergency situation
- Operate routine office equipment including personal computers, copy machines, mobile and landline phones, calculator and others as needed
- Maintain working on a computer for six to eight hours daily, on average
- Work extended hours if required or requested by management
- Regular, reliable and timely attendance
- Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise
- Perform job functions independently, or with limited supervision, and work effectively either on own or as part of a team
- Read and carry out various written instructions and follow oral instructions
- Speak clearly and deliver information in a logical and understandable sequence
- Effectively handle multiple, simultaneous, and changing priorities
- Exercise highest level of discretion on both internal and external confidential matters
- Must be willing to work flexible schedules to accommodate the hours and business needs of the Contact Center
- Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
Desired Qualifications
- Salesforce CRM and Omnichannel experience a plus
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