Member Contact Center Team Lead I

iQ Credit Union is a Great Place to Work and Grow!

Here in the Pacific Northwest, we take care of one another, and it's no different at iQ Credit Union. We're committed to our employees, our members, and the communities we serve.

Our employees are amazing! They’re collaborative, approachable, and all-around exceptional human beings who live out the credit union philosophy of ‘people helping people’ each and every day. With such great employees, it comes as no surprise that we’re rapidly growing, recently expanding beyond our southwest Washington roots, across the Columbia River, and into beautiful Portland, OR. That’s why we’re looking to add reliable, authentic, helpful team members to carry the iQ message, embody our philosophy of service, and move us forward into the future.

The Member Contact Center Team Lead I assists with the daily operations of the Member Contact Center (MCC) and acts as a support to staff and members to ensure exceptional member service. Supports the MCC management team in coaching, training, and supporting the department’s sales and service goals.

Essential Duties:

• Assist Member Contact Center staff with escalated or complex member inquiries and ensure resolution.
• Promptly and efficiently handle direct, phone, or written inquiries or requests from members and staff.
• Assist in directing the workflow in the Member Contact Center. Update schedules daily to reflect accurate adherence.
• Conduct call observations and provide feedback to management.
• Collaborate with other MCC Team Leads on training new staff and make recommendations to Contact Center management for improvements related to content or delivery of training.
• Provide recognition and encouragement to Member Contact Center Representatives (MCCRs) to support branch goal achievement.
• Act as a mentor to new staff members in the Member Contact Center.
• Provide information to members and staff about all facets of the Credit Union including: eligibility for membership, types of accounts available (savings and lending), online services, current rates, calculation of dividends and interest, insurance coverage available, payroll deduction and other deposit and payment plans.
• Maintain an excellent knowledge of the features and benefits of Credit Union services and of selling skills. Employ both to successfully cross-sell Credit Union services when assisting members.
• Assist members with any questions or problems with their accounts including any research and, if necessary, correction of any errors.
• Effectively communicate information to team in a timely manner.
• Work with management to ensure MCCRs are developing and using phone skills consistently, and coach accordingly.
• Maintain correspondence and documentation as needed.
• Demonstrate strong regulatory knowledge applicable to this position and understand and comply with government regulations with particular emphasis on the Bank Secrecy Act (BSA), US Patriot Act and related regulations.
• Actively participate and fulfill expectations in the Credit Union Email Security Awareness Program as outlined in the Information Security Program Acknowledgement document.

Knowledge and Skills:

Experience:

One year to three years of similar or related experience. Call center experience preferred.

Education:

A high school education or GED.

Additional Details: 

Work Schedule: Rotating hours Monday to Saturday.

Locations:

• Vancouver Mall branch: 7017 NE Vancouver Mall Drive, Vancouver, WA 98661.
• 192nd branch: 19200 SE 31st St, Vancouver, WA 98607.

Position Type: Hybrid - Approximately 40% work from home after Trial Service Period.

iQ offers a total compensation package for our totally exceptional employees.

There’s a reason we’ve ranked as one of top workplaces in the Pacific Northwest for the past seven years. We listen to our employees and continue to provide benefits that make a difference.

Healthcare coverage

iQ pays 100% monthly medical, dental and vision premium for you AND your dependent children.

Saving for retirement

iQ matches up to 5.5% of your 401(k) retirement dollars.

Paid time off

iQ offers 11 paid holidays plus vacation and sick time accruals.
iQ encourages community involvement through paid volunteer opportunities.
iQ uniquely offers a paid Cultural Enrichment Day to increase awareness of the diverse communities we serve.

Investing in you

iQ offers a student loan repayment match up to $100 per month.
iQ supports you in advancing your education and knowledge through tuition reimbursement.
iQ offers an annual match to amplify your nonprofit giving.

See our full list of unique benefits: iQ23-BenefitsSummary2023.pdf (iqcu.com)

iQ Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.