Description

North Jersey Federal Credit Union is a member-focused financial institution dedicated to providing exceptional service and innovative solutions to our community. We are committed to fostering a positive and collaborative work environment where employees can thrive and make a real difference.

We are seeking a dynamic and experienced Call Center Lead to join our team. In this fast-paced environment, you will play a crucial role in ensuring the efficient and effective operation of our call center, delivering outstanding member service, and driving team performance. You will be responsible for leading, coaching, and developing a team of call center representatives, ensuring adherence to quality standards, and achieving key performance metrics.

Job Role / Responsibilities:

Team Leadership & Development:

• Supervise, mentor, and motivate call center staff to achieve individual and team performance goals.
• Provide ongoing coaching, feedback, and training on policies, procedures, products, and services.
• Conduct regular team meetings and individual performance reviews.
• Foster a positive and collaborative team environment.

Call Monitoring & Quality Assurance:

• Monitor and evaluate call center performance through daily and weekly call monitoring.
• Ensure adherence to quality assurance standards and identify areas for improvement.
• Provide constructive feedback to representatives to enhance call quality and member satisfaction.

Performance Management & Reporting:

• Monitor and analyze call center metrics (e.g., call volume, average handle time, first call resolution) to identify trends and areas for improvement.
• Prepare and present regular reports on team performance and key metrics.
• Ensure staff understands their metrics and is working towards achieving goals.

Member Service & Problem Resolution:

• Provide exceptional member service by answering inquiries, resolving complex problems, and processing transactions via phone and email.
• Act as a point of escalation for complex member issues and ensure timely resolution.
• Collaborate with other departments to resolve member issues and provide seamless service.

Account Opening Oversight:

• Oversee and assist with the online account opening process, ensuring accuracy and efficiency.
• Provide support and guidance to members regarding online account applications.
• Ensure all regulations are being followed regarding the account opening process.

Cross-Selling & Product Knowledge:

• Promote and cross-sell credit union products and services to meet member needs and achieve sales targets.
• Maintain a thorough understanding of all credit union products and services.

Policy & Procedure Compliance:

• Ensure adherence to all credit union policies, procedures, and regulatory requirements.
• Stay up-to-date on industry trends and best practices.

Qualifications

What you will need to have:

• At least 2 years of experience in a call center environment with individual goals.
• At least 2 years in a leadership role with team goals.
• High school degree or GED required.

What would be great to have:

• Experience with RingCentral phone system.
• At least 1 year of experience working in a financial institution.
• Spanish speaking.

Credit Union Benefits

• Medical/RX
• Dental Insurance
• Vision Insurance
• Health Savings Account
• Vacation Time
• Sick/Personal Time
• Paid Holidays
• Referral and Incentive Bonus Program
• 401(k) with Company Match
• Employee Discounts
• Credit Union Membership and Discounts
• Employee Assistance Program
• Tuition Reimbursement
• Paid Training

Schedule

• Monday to Friday
• Weekend availability
• In-Person position, not remote