Member Care Center, Coach (Call Center)

We're hiring a Member Care Center Coach who will serve as a vital link between coaching excellence and quality assurance standards. This role leverages extensive coaching experience to guide MCO’s, both individually and within teams. By assessing inbound and outbound calls, performance strengths and improvement areas are identified in adherence to guidelines. Through systematic call monitoring and evaluation, this role ensures the maintenance of world class service standards. Incorporating customer feedback and utilizing coaching techniques, MCO’s are directed in improving caller interactions. Meticulous record-keeping and collaboration with the Management team foster continuous improvement, contributing to overall contact center success.

Branch Hours

Monday – Friday 9:00AM – 6:00PM and Saturday 8:30AM to 1:00PM

• Based upon business needs, this position will require flexibility to work a varied work schedule, including weekends, during regular business hours.

Why Work at CU SoCal?

Besides being a part of a great team that is dedicated to building better lives for our team members and Members, we offer competitive pay, great health benefits and a culture like no other!

CU SoCal is one of the fastest growing credit unions and is more than just a place to work. It’s a place where people come before profit, a place where you can build a career that’s more than a job, and where the work you do has meaning and purpose.

Our Culture and Values

We are a purpose driven organization. Purpose mobilizes people in a way that pursuing profits never will. Our purpose ignites passion within our team members and inspires trust from our Members. This makes a winning combination.

We are more than a place people bank. Our industry is filled with people who can count. At CU SoCal, we are people others can count on.

We work hard, play hard, and laugh along the way. We recognize that every single one of us is a valuable contributor. We have a strong culture of learning and accountability in a collaborative, team environment.

We’re a team of passionate, committed professionals dedicated to the same goal: Build Better Lives Through Exceptional Member Experiences, Every Time.

Minimum Qualifications

• High School Diploma or equivalent.
• 7+ years’ experience in Member/customer service environment.
• 2+ years in a leadership role and experience incoaching and mentoring team members.

Preferred Qualifications

• Bachelor's degree in business or related business field.
• 7+ years’ experience in Member/customer service working in a Call Center environment.
• 4+ years' in a leadership role and experience incoaching and mentoring team members.
• 2+ years in applying customer service best practices (quality principles).
• Systems Experience: Madellia, Symitar and/or MeridianLink

Skills and Abilities

• Working knowledge of Microsoft Office applications, specifically Outlook, TEAMs, Word and Excel.
• Compose clear and concise emails, memos, agendas and training documents.
• Excellent written and verbal communication skills.
• Able to document and test current and future processes.
• This is a "hands-on" role which includes responsibilities for the development of ongoing relationships between management and representatives.
• This role involves significant interaction with all levels of the business organization (both technical and non-technical) to gather business requirements, evaluate spreadsheets and present solutions.

Essential Responsibilities

• Utilize coaching expertise to provide guidance in both one-on-one and team environments.
• Audit inbound and outbound phone calls made by MCO’s, observing their performance, techniques, and adherence to guidelines and procedures.
• Perform quality reviews of MCO’s performance to ensure achievement of quality service goals, standards, and identify opportunities for improvement.
• Mentor newly onboarded MCO’s, facilitating their seamless transition from training to daily production operations.
• Manage live call monitoring, in-person observation of MCO’s, and systematic review of recorded calls.
• Manages the member interactions across various channels (e.g., chat, email, in person) using consistent scoring and evaluation methodologies.
• Integrate feedback obtained from post-call MLG surveys into the Quality Assurance process.
• Offer concrete examples for MCO’s to enhance their caller interaction strategies as required.
• Facilitate role-playing sessions with MCO’s to deepen their understanding of recommended new approaches.
• Verify MCO’s' provision of current and accurate information, adherence to established processes, and effective communication with callers.
• Manages positive coaching techniques to guide MCO’s in continuous improvement of Member experiences and achievement of contact center performance objectives.
• Maintain consistent and organized records of quality monitoring by individual MCO’s names and team groups, tracking results to identify potential performance trends or specific areas for attention.
• Complete understanding and active application the Exceptional Experience Guide expectations
• Must be able and available to work a “hybrid” schedule, per business operations requirement, as needed.
• Additional duties and responsibilities, as assigned.
• Manages the relationship with the Quality Assurance vendor and software.
• We support Pay Transparency and are a pay-for-performance organization that benchmarks base pay to the 50th percentile of market data.

Pay Scale: Min $37.21 / Mid $46.11 / Max $55.00 an hour*

• Actual compensation will be based on geographical location, work experience, education and/or skill level.

CU SoCal is an equal opportunity employer. All decisions are based only on the individual’s qualifications/ability to perform the work. The above statements are intended to describe the essential functions, nature and level or work to be performed as of the document preparation date; they are not intended to be an exhaustive list of all duties and responsibilities. CU SoCal reserves the right to modify this job description at any time, without notice.

We foster an environment and culture where ideas and decisions from all people help us grow, innovate, and fulfill our mission of Building Better Lives.