Contact Center Lending Lead

Expected Outcomes

• Achieve Service Levels, Quality Standards, and Sales Goals: Lending Specialists will meet these targets through effective resolution of complex escalated member issues.
• Monitor and Improve Performance: Regular monitoring, evaluation, and identification of areas for improvement will drive service and sales performance.
• Elevate Employee Growth: Day-to-day direction, coaching, mentoring, and development will enhance employees' professional growth.
• Strengthen Member Experience and Profitability: Implementing and promoting service efficiency and quality initiatives will foster a service-to-sales culture.
• Ensure Compliance: Keeping Contact Center staff informed and updated on all promotions, products, services, and policies will ensure compliance with BSA, OFAC, and the USA Patriot Act/Customer Identification Act (CIP).

This position is ideal for a proactive leader who is passionate about member service and employee development.

Capability Requirements

• Associate degree or equivalent relevant professional experience required.
• A combination of two to four years' experience in the following areas: Financial Industry, Contact Center, Product Development/Implementation, Process Improvement and Staff Development.
• Minimum of two years' experience in a sales and customer service environment.
• In-depth knowledge of remote services and contact center industry.
• Professional well developed written and interpersonal communication skills.
• Strong ability to lead individuals toward high performance and to collaborate with other managers and trainers to implement changes that will enhance the member experience.
• Basic mathematical skills required, including the ability to perform interest, pay-off, dividend and certificate penalty calculations.
• Basic to intermediate knowledge in Microsoft Excel, Word, Power Point and Outlook.
• Have or able to attain a Nationwide Mortgage Licensing System (NMLS) number.

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Required Statement Sections

• Physical Demands of Position: While performing the duties of this position, the employee is required to sit, stand and walk, use hands and fingers. The employee occasionally must reach above and below shoulder level, and lift/push/pull and /or carry up to 10 pounds.
• Environmental/Working Conditions: Works in a typical administrative setting with climate control and appropriate lighting. Travel to branches requires exposure to outdoor and traffic conditions.
• Equipment Used: Variety of office equipment (telephone, printer, pc, mobile devices, etc.).
• EEO Statement: At Summit Credit Union, we are committed to providing Equal Employment Opportunity regardless of race, color, religion, sex, age, national origin, disability, military and veteran status, sexual orientation, gender identity, marital status or any other characteristic protected by local, state, or federal law. We embrace diversity and believe that inclusion is critical to our success as a credit union. Different makes us better. Employment decisions are made based on qualifications, merit, and business need.