Description

Job Title: Contact Center Operations Lead

At Premier America Credit Union, our Core Purpose is to serve our members by making it easier to meet today’s needs and reach tomorrow’s dreams. Talented team members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, giving back to our communities, and pursuing personal growth. Come grow with us and be part of growth and the Premier America family!

Overview:

We are seeking a dynamic Contact Center Operations Lead who is an experienced leader with providing analytical support to the Contact Center Department. The right candidate will have a sense of urgency, the ability to improve operational efficiency through thoughtful process improvement, and a strong commitment to delivering best in class service.

About You:

Customer Service: You will provide effective performance of monthly accounting, analysis, and reporting.
Teamwork: Your ability to encourage and exchange creative ideas, to provide practical solutions to problems, will be used to promote innovation.
Communication: Your effective communication style will be used to transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

What You Will Do:

The core responsibility is being responsible for assisting management with the direction of the operational efforts of the Contact Center.
Ensure that member inquiries, or complaints are promptly and professionally resolved.
Assist with training and support the sales effort and referral process.
Assist operations staff in identifying member needs and cross sell Credit Union Products and Services.
Assumes responsibility for establishing and maintaining effective coordination and working relationships with co-workers and management.
Act as lead in the absence of the Assistant Manager.
Assist management in ensuring that operations are conducted in accordance with Credit Union operating procedures and audit guidelines.

Requirements

What We Are Looking For:

High school graduate or equivalent.
Excellent communication and public relations skills.
Excellent supervisory and training abilities.
Ability to work well under pressure.
Thorough knowledge of credit union policies, products and services.
Understanding of call center functions.
Ability to use a personal computer and related software applications including Microsoft Word or Excel.
Excellent writing skills.

Key words: Banking, Credit Union, Call Center, Lead

Premier America Credit Union will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

Equal Opportunity Employer – Veteran / Disabled

Drug-free workplace

Pay Grade Info:

To provide greater transparency to candidates, we share base pay ranges for all our job postings regardless of State. We set standard pay ranges for all roles based on function and level of expertise, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below.

The base pay range for this position is: $29 – $36 hourly

Perks Important to You:

Our Team Members enjoy the following rewards and benefits:

Competitive pay
Subsidized health care including medical, dental and vision
FSA and HSA
Company-Paid Life and A&D insurance
Discounts on loans (must be a member)
Paid Vacation, Holiday, and Sick time
401k Retirement Saving Plan with a 6% safe harbor employer match
Educational Assistance Program and more!

About Us:

Founded in 1957, Premier America is one of the nation’s largest credit unions, with over 100,000 members and more than $3 billion in assets. But more importantly, we are ever mindful of one crucial fact: we exist to serve the needs of all members - the owners of Premier America. With a large retail branch network, access to over 30,000+ surcharge-free ATMs; and the Shared Branch Network, Premier America provides financial services to those who live, work, worship or attend school in the Ventura and Los Angeles counties of California, and Harris County in Texas.

Credit unions, such as Premier America, have a rich history evolving from the idea that people working together can create better financial solutions, especially when as owners, members have a vested interest in their collective success. Whether offering higher savings rates and affordable mortgage options, loans for unexpected emergencies or financial counseling during difficult times, credit unions have always made a meaningful difference in the lives of members.