e-Services Team Lead

Employer
Northwest FCU
Location
Herndon, VA
Posted
Apr 18, 2017
Closes
Apr 21, 2017
Function
Accountant, IT
Hours
Full Time
Requisition Number 17-0043 Post Date 3/24/2017 Title e-Services Team Lead City Herndon State va Description The e-Services e-Lending Team Lead is responsible for the front line staff delivery of exceptional member service and sales delivery goals. The e-Lending Team Lead is an important member of the e-Services Leadership team, directly supervising, training, and assuring quality control over the activities of the e-Services Loan Officers and e-Services Indirect Lending Member Service Representatives (MSR).The e-Lending Team Lead will supervise Loan Officer and MSR staff in accordance with established banking policies, operational procedures, and security safeguards. This includes but is not limited to having one-on-one coaching sessions with employees, suggesting changes to policy and procedures to increase efficiencies and ensuring employees follow departmental and Credit Union guidelines.The e-Lending Team Lead position is that of aa€œPlayer-Coacha€ spending approximately 50% of the work day acting as a Loan Officer, answering incoming member calls and executing on delivery of outstanding service, setting the standard by which their teams can emulate. The other 50% of the time is spent actively coaching, mentoring, and leading a group of approximately 12 e-Services Loan Officers and e-Services Indirect Lending Member Service Representatives, while acting as the first point of escalation for issues and concerns.In coordination with the e-Services Member Service Delivery Manager and e-Services Quality Control Manager, the e-Lending Team Lead will be instrumental in training new and revised products, services, policies, and procedures to team members, utilizing the best techniques for each member to ensure a full understanding. In addition, the e-Lending Team Lead will be responsible for overall quality of member contact, ensuring that outstanding serviceThe Team Lead role is the first line supervisory sales and service position. The employee will:a€ cents As a motivated team player, support e-Services in achieving new member, loan, and deposit product acquisition, growth, and retention goalsa€ cents Plan, organize, and supervise the workflow of the Loan Officers and Indirect Lending MSRa€ (TM) s in an effort to maintain effective productivity consistent with department standards and goalsa€ cents Manage staff performance through the utilization of the Performance Management Tools and reportsa€ cents Meet/Exceed assigned personal and team sales and service goals by proactively identifying opportunities utilizing the fundamentals of relationship buildinga€ cents Provide timely feedback, set performance goals, review individual progress, and maintain monthly performance documentation. Write and delivery quarterly and annual performance evaluations to Team membersa€ cents Inform Management of any staff issues, performance measures, and follow-up actions, as well as member complaints and problems. Respond to telephone inquiries/complaints and written correspondence in a professional and timely mannera€ cents Support and work with all other business areas to increase effectiveness of consumer loan processes, and overall success to ensure member are provided quick and accurate informationa€ cents Participate in and/or facilitate departmental and organizational project teams and focus groups regarding product and service development, policy, and procedure changesa€ cents Maintain a professional manner to build member and employee confidence and trusta€ cents Promote the credit union and membership growth through community activities and engagementa€ cents Mentor e-Services Loan Officers and e-Services Indirect Lending MSRa€ (TM) s for the purposes of achieving team and personal goalsa€ cents Review individual and team performance statistics on a weekly basis to review with employees and coach developmental opportunitiesa€ cents Monitor the Supervisory Phone Queue to ensure agent schedule adherence and productiona€ cents Maintain service level agreements for all assigned channels (Telephone, Online Banking, Contact Inbox, Voicemail, etc.)a€ cents Serve as the first point of contact for all escalated member issues and concerns, with the goal of first contact resolutiona€ cents Work closely with e-Services Loan Officers and e-Services Indirect Lending Member Service Representatives to develop a career path and goalsSUPERVISORY RESPONSIBILITIES:a€ cents Professionally on-board, develop, coach and evaluate the assigned staffa€ cents May participate in the selection / hiring process with the VP and AVP of e-Servicesa€ cents Complete operational functions such as, approving/overriding transactions, internal security, and internal controlsa€ cents Identify skill gaps of the staff and work with the QC Manager on available resources and job aidsa€ cents Open and close the department and / or operating the department in the absence of managementa€ cents Respond and report service incidents and their positive resolutiona€ cents Coach team on personal and performance improvement goals Requirements Minimum Qualifications:a€ cents Self-motivated, well-organized individuala€ cents Excellent verbal and written communication skillsa€ cents Ability to interact with a variety of personalities in a professional mannera€ cents Demonstrated ability to work independently and to follow through on details to completiona€ cents Demonstrate knowledge of Federal Regulations required by the National Credit Union Association (NCUA)a€ cents Ability to work under critical time constraints with a high sense of urgencya€ cents Proven ability to demonstrate exceptional member servicea€ cents Ability to communicate with tact and diplomacy with both internal and external customersa€ cents On an as-needed basis, may be responsible for overall department operations in the VP/AVPa€ (TM) s absenceIdeal Qualifications Preferred:a€ cents In depth knowledge of NWFCU, Federal and State Credit Union / Banking Regulationsa€ cents Advance knowledge of Consumer Lending, Risk Management, and Compliance policiesa€ cents Previous experience in a Contact Center environmenta€ cents Previous management/supervisory experience in a sales/service environmentEDUCATION and EXPERIENCE:Bachelora€ (TM) s Degree required, or equivalent years of experience. A minimum of two yearsa€ (TM) experience in consumer lending, contact center, and/or financial institutions, or more than three years retail service and sales experience. Prior supervisor experienceSKILLS:a€ cents PC experience to include working knowledge of Microsoft Office (Word, Excel, PowerPoint)a€ cents Experience using a customer relationship management (CRM) solution and/or loan origination system (LOS)a€ cents Contact center software, reporting, monitoring experience a plusa€ cents Ability to use fax, telephone system, copier and other communication toolsa€ cents Ability to coach and provide strong leadershipa€ cents Strong knowledge of risk management and loss preventionLANGUAGE SKILLS:a€ cents Proficiently read, write, and communicate in English; bilingual desired but not requireda€ cents Possess effective interpersonal skills and the ability to deal tactfully and effectively with individuals in difficult situations or resolving member concernsMATHEMATICAL SKILLS:a€ cents Possess a high degree of accuracy performing basic mathematical calculationsa€ cents Ability to read and understanding financial statementsa€ cents Ability to influence department efficiency and profitabilityREASONING ABILITY:a€ cents Interpret, understand, and explain NWFCU deposit and non-deposit products and features to potential customersa€ cents Exercise sound judgment, logic and initiative while maintaining member confidentiality and demonstrating integritya€ cents Resolves situations pertaining to policies, procedures and personnel issuesa€ cents Research and analyze account data to effectively resolve account problemsa€ cents Ability to read and understand credit bureau reports and scoresWORK ENVIRONMENT:a€ cents Utilize a calculatora€ cents Ability to sit for long periods of time SPECIAL REQUIREMENTS:If selected for an interview and offered a position, your offer will be contingent upon your submitting to and successfully completing a drug test and criminal background check within a reasonable time-frame and prior to employment.All positions require US citizenship and a Federal Government Security Clearance. Those with an active security clearance are encouraged to apply; NWFCU will sponsor the clearance process for qualified applicants. Further, all applicants must pass bondability requirements and will be subject to a credit history check in order to determine eligibility for employment with NWFCU.Necessary accommodations will be made to enable individuals with disabilities to perform the essential functions of this position.Remains cognizant of and adheres to NWFCU policies and procedures, and regulations pertaining to the Bank Secrecy Act (BSA).Northwest Federal Credit Union is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.We are proud to be an EEO/AA employer Minorities/Females/Disabled/Veterans. Apply Online Send This Job to a Friend Careers Browse Open Jobs Search Open Jobs Edit Your Profile View Submitted Applications PRIVACY & INTERNET POLICY | FRAUD CENTER | CAREERS (C) 2014 Northwest Federal Credit Union. Federally Insured by NCUA CALL CENTER703-709-8901 (1-866-709-8901) a€ cents 703-709-8919 (TTY)M-F: 7 AM - 7 PM Sat: 8 AM - 1 PMAFTER HOURS LOST OR STOLEN CARDS703-709-8901 (1-866-709-8901) ABA ROUTING NUMBER256075025#mcafeediv {POSITION: relative; TOP: -47px; LEFT: 133px}#hudlogo {POSITION: relative; TOP: 0px} .