Lead Member Service Representative

Classification: Non-Exempt

SUMMARY

The Lead Member Service Representative ensures that the Member Service team consistently delivers high-quality service to Altura's membership. The Lead Member Service Representative is expected to be an expert in all areas of Member Service Representative responsibilities. The Lead sets a strong example through work ethic and leadership, serving as a role model for both staff and leaders within Altura Credit Union. This role is also responsible for ensuring the team adheres to all phone standards. Additionally, the Lead provides supervisory coverage on Saturdays on a rotating basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides training, motivation, coaching, and developing the Member Service team to achieve and exceed departmental goals.

Monitors and evaluates individual staff performance through various methods, including supervisor dashboards, performance reports, call monitoring, and qualified referral data.

Available to provide phone coverage as needed and manage escalated calls.

Ensures confidentiality within the team; shares recorded, monitored, or evaluated conversations with upper management only when necessary.

Attends required job-related training classes.

SUPERVISORY RESPONSIBILITIES

The Lead Member Service Representative is responsible for providing leadership to a team of representatives while also providing backup responsibility for the entire Member Service area. Carries out supervisory responsibilities in accordance with related policies and procedures, applicable state and federal laws, and the Credit Union's strategic plan.

EDUCATION, EXPERIENCE, and/or QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent required.

• Minimum of one (1) years' experience in a financial institution preferred.

• Experience supervising in a customer service or call center environment, with demonstrated ability to motivate and coach team members effectively.

Why Altura?

WORK-LIFE BALANCE

• Vacation (10+ or Minimum Days)

• Sick (8 Days)

• Holidays (11 Days & 1/2 Day Christmas Eve)

• Birthday & Anniversary Day Off

• Specialized Paid Time Off (Jury Duty, Bereavement, etc.)

• Community Volunteer Events

• Social Events & Outings

• Event & Venue Discounts

WEALTH INCENTIVES

• Competitive Pay

• Stakeholders

• 401k Dollar-for-Dollar Match up to 6% (after one year of service)

• Business Attire Allowance

• Annual Performance Review & Increase

• Wellness Incentive

• Tuition Reimbursement

• Awards, Recognition's & Incentives

• Free Checking & Savings Accounts

• Discounted Employee Loan Rates

HEALTH AND WELLNESS

• Kaiser and Cigna Medical & Prescription Plans

• Dental & Vision

• Fitness Challenges & Gym Access

• Onsite Wellness Programs

• Medical & Dependent Flex Spending Account

• Life & A&D Insurance

• Employee Assistance Program

• Pet Insurance