e-Services Team Lead

Employer
Northwest FCU
Location
Herndon, VA
Posted
Jun 19, 2017
Closes
Jul 03, 2017
Function
Accountant, IT
Industry
Other
Hours
Full Time
Requisition Number 17-0092 Post Date 6/16/2017 Title e-Services Team Lead City Herndon State VA Description JOB OVERVIEWTeam Leaders are responsible for front line staff delivery of exceptional member service through the eServices department. The Team Leader is an important member of the eServices' leadership team, directly supervising, training, and assuring quality control over the activities of the MSR I, II and III staff. Team Leaders are responsible for meeting member service standards and sales management goals.QUALIFICATIONSTeam Leaders must possess the requisite certifications and experience to supervise front line staff in accordance with established banking policies, operational procedures, and security safeguards. They must also personally possess and be able to coach confidence and people skills that cultivate member relations, initiate referrals, and effectively cross-sell our products and services. The eServices team will look to the Team Leader to help resolve both routine and more complex procedural and processing issues. The Team Leader must be able to perform each essential duty of MSR I to III satisfactorily.DUTIES AND RESPONSIBILITIES The Team Leader role is a first line supervisory service and sales position. The employee will:* Have advanced knowledge of the core processing systems and Federal Regulations required by the National Credit Union Association (NCUA).* Strengthen Member and Business relationships.* Communicates with prospective business account holders and opens business accounts for these members.* Contribute to overall department productivity goals.* Promote the credit union and membership growth through community involvement.* Perform advanced marketing and cross-selling activities.* Meet and exceed team scorecard and performance management metrics.* Maintains communication between staff and eService Managers for an efficient working environment.* Mentor eServices MSRs for the purpose of achieving team and personal success.* Pull phone statistics for the team and individuals to review with employees.* Professionally develop assigned employees by reviewing metrics on a continual basis and reviewing performance annually.* Meet MSR I to III standards, including balancing the department daily and reporting differences according to NWFCU reporting procedures.* Monitor phone queues for employee performance and to maintain department standards* Open, close and operate the branch as Manager on Duty* Maintain service level agreements for all channels (Online Banking Messages, Contact Us Inbox, Voicemails)* Respond and report service incidents and their positive resolutions.* Serve as the first point of contact for any member escalations.* Develop both department work and daily schedules to ensure adequate coverage for unexpected events, training and Saturday hours ensuring a high level of efficiency and member service.* Complete projects as assigned.KNOWLEDGE, SKILLS AND ABILITIESInterpreting, understanding, and explaining NWFCU policies and procedures including, but not limited to:Must have thorough understanding of all Federal and State Credit Union RegulationsAdhere to all NWFCU policies and guidelines for internal security measures, including those implemented by Risk Management/Compliance, training policies and branch procedures.Attend coaching and leadership training opportunities as available through the Training Department. This includes the required BVS and other training requirements.Excellent communication skills and the ability to lead are essential. Must tactfully communicate with members, staff and management in a professional manner in all situations.Proficiency reading, writing, and communicating in English; bilingual desired but not required.Must possess a high degree of accuracy performing basic mathematical calculationsFully able to perform MSR I, II, III additional functions such as: * Employee Overrides* Check orders, stop payments, wire transfers, ACHs, and account file maintenance* Open/Close savings products (consumer and commercial) and additional services* Issue and maintain ATM/Debit cards* Online Banking Messages and Contact Us Messages* Knowledge of products and services available through Northwest Capital Management LLC, and its subsidiaries. Requirements CREDENTIALS AND EXPERIENCEBachelor's Degree required, or equivalent years of experience. A minimum of two years' experience in a financial services environment or similar position required. Prior supervisor experience desired.PHYSICAL DEMANDS and WORK ENVIRONMENTPhysical 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.* Physical Demands: While performing the duties of this job, the employee is occasionally required to stand or sit for long periods of time The employee may raise, lower, or transport an object from one level to another (includes upward pulling) to lift up to 25 pounds. The employee may be required to kneel, crouch and stoop. SPECIAL REQUIREMENTS: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.We maintain a drug free workplace and perform pre-employment substance abuse testing. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.Please view Equal Employment Opportunity Posters provided by OFCCP here.The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) 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) * 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}