Member Relationship Team Lead 5166

JOIN THE KEESLER FEDERAL CREDIT UNION TEAM! Keesler Federal Credit Union team members enjoy competitive salaries and a wide range of benefits, some of which include: * Medical, dental, and vision insurance * Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses * Employee and Dependent Life Insurance * 401(k) Retirement Plan with 100% match on the first 5% contributed by you * Paid Leave * Tuition Reimbursement and Competitive Scholarships * Short-Term & Long-Term Disability Benefits * Employee Assistance Program  WE CURRENTLY DO NOT SPONSOR WORK RELATED VISAS   Position: Member Relationship Team Lead Department: Member Contact Center Reports To: Member Relationship Manager FLSA: Non-Exempt                                                                                          Grade: 10 Summary The Member Relationship Team Lead is a dynamic and experienced leader with a strong background in lending, sales, people development, processing, and operational leadership. This Team Lead is responsible for leading a team of Member Relationship Specialist and/or Loan Processors to meet production and service expectations.  The Team Lead must be an effective communicator and experienced to motivate their team by leading with integrity, cheerful outlook, accountability, and trust.  The Team Lead is responsible for ensuring new account and loan applications (from application to processing) are managed timely and accurately to meet all quality expectations. Supervisory Responsibilities The Team Lead will provide exceptional members service, resources, tools, support, accountability, coaching. The Team Lead is expected to lead by example, maintain a high level of Integrity with their team members, and enforce policies and procedure outlined by Human Resources.  Leads a team of Member Relationship and/or Loan Processing agents to provide exceptional member service, utilizing resources, tools, support, and accountability to exceed production goals. Essential Functions * Train, coach, and develop team members in both operational excellence and cross-selling of credit union products and services. * Set clear sales and service goals, coach to these goals, monitor performance metrics, and recognize both high achievers and those making improvements monthly. * Conducts monthly and on-the-spot coaching sessions that focus on effective growth, development, and areas in need of improvement. * Contributes to the development and implementation of process enhancements and new projects to increase departmental efficiency. * (Subject Matter Expert) on all products and services Keesler has to offer to consumers and Small Business * Directly supervise and support team members, ensuring productivity, compliance, and superior member service. * Adheres to New Account and lending policy and guidelines * Drive a strong, focused and sales & service driven culture across the team. * Oversee member escalation in a courteous, professional manner. Take steps to investigate all matters, take corrective action, and resolve within the scope and authority of position. * Effectively monitor and audit team members’ incentives adhering to procedures in place. Maintain documentation for audits and department procedural updates. * Audits working queues on a regular basis to ensure loans are being processed in a timely manner, there are no missed opportunities for cross-sells that were not offered to the member, and for quality assurance. * Ensures Proper Housekeeping is maintained within the department * Maintains equipment and supplies necessary to keep the department working efficiently. * Conducts coaching sessions based on QA correspondence sent to us from the Quality Assurance Team to ensure team members are meeting standards set. * Develop work schedules, maintain accurate attendance and payroll documentation. * Manage exception tracking and monthly production reporting and escalates discrepancies or missed service levels or goals to Manager and Director in a timely manner.. * Maintain compliance with all Federal regulations including Bank Secrecy Act, (BSA), Office of Foreign Assets Control (OFAC), and all credit union policies and procedures. * Utilizes the Opening Act and Symitar to open and process new accounts, alternate shares, certificates of deposit, and loan and credit card applications, as needed. * Effectively uses CRM to create and manage sales, referrals, and service events for members within Service Commitment timelines, as needed. * Manages new account and loan applications (from application to processing) submitted through all correspondence channels such as: Phones (both inbound and outbound calls), digital applications, Live Chat, fax, message board, email, and web messages to ensure quality member services. * Meets established service and production goals created for the team. * Interview and onboard new team members with an emphasis on service excellence and team cohesion. * Accurately interprets the Fair Credit Act and the Privacy Act as they apply to credit unions. Other Duties and Responsibilities * Performs all other duties deemed necessary to enable the department to meet its goals, to include flexibility with schedule and assisting on the phone and loan queue when necessary. 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, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education * A two year college degree or equivalent; or completion of a specialized course of study at a business or trade school; or completion of a specialized and extensive in-house training or apprenticeship program. Experience and Other Requirements * Three to five years of similar or related experience preferred. * Second language preferred. * Satisfactory completion of New Hire Orientation, New Accounts, Teller, and Lending Training through the HR/Training Department required. * Satisfactory completion of KFCU Loan Authority Underwriting Training required. * Must possess problem solving skills, ability to accept responsibility and be able to function independently in a fast-paced environment. * Must possess the ability to coach, motivate and train staff regarding sales and service in order to maintain an effective and efficient workflow aimed toward member satisfaction. * Must possess professional and effective communication skills to resolve complex work related matters. * Must possess the ability to establish and maintain effective working relations with employees, co-workers, and credit union officials. * Accuracy and attention to detail required. * Must maintain confidentiality and demonstrate dependability. Interpersonal Skills A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Computer Skills * Extensive use of personal PC required. * Must be proficient in Microsoft Word, Excel, as well as use of internet and e-mail. Certificates, Licenses and Registrations * Completion of CUNA’s CPD Online courses as assigned and/or required. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand and walk; use hands to finger, handle, feel or grasp; reach with hands and arms; and talk or hear. The employee is occasionally required to kneel, crouch, or stoop. The employee is occasionally required to lift and/or move up to 25 pounds.  Work Environment The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Extensive use of desktop computer is required. Extensive use of a telephone headset or handset is required. The noise level is that of a normal office environment. Declaration The human resources department retains the sole rights and discretion to make changes to this job description.