Job Summary:

The Member Experience Team Lead is responsible for ensuring operational excellence within Retail and Member Care teams by managing special projects and maintaining up-to-date procedural documentation. Reporting to the Manager, Member Experience, this role combines leadership, process management, and member support responsibilities, driving efficiency and effectiveness throughout all interactions with members and internal stakeholders. The Team Lead will also support training initiatives, ensure compliance with policies and procedures, providing exceptional member support by guiding team members, managing workflows, and contributing to a best-in-class member experience.

Major Responsibilities:

• Provide guidance and subject matter expertise to team members on complex transactions and escalated member issues.
• Support team performance through coaching, mentorship, and delivering feedback to promote continuous improvement.
• Assists Leadership with creating new procedures, FAQs, and resources for team members as needed.
• Reviews and processes IRA death claims daily. This includes contacting beneficiaries if needed, working with vendors to resolve issues and disbursement of funds.
• Facilitate training sessions for team members, promoting process consistency and adherence to best practices.
• Develop, update, and manage standard operating procedures for Retail and Member Care functions.
• Document processes, identify areas for improvement, and implement best practices to enhance operational workflows.
• Collaborate with internal departments to test process improvements, system updates, and break-fix solutions, including Symitar Release testing.
• Assists in ensuring service level agreements are met by effectively monitoring team schedules and workflow, and to enhance service delivery.
• Establish and manage various accounts, including share, checking, money market, certificates of deposit, IRAs, and HSAs, ensuring adherence to guidelines and delivering a seamless member experience.
• Serves as a trusted subject matter expert, providing strategic guidance and direction to team members on complex policies and procedures while expertly navigating challenging transactions and scenarios to ensure seamless operations and exceptional member service.
• Processes IRA account openings, transfers, distributions, and closures according to government regulations and company policies. Responds to financial center, member care and member inquiries.
• Monitors and provides IRA expertise to include conducting audits and ensuring accuracy of the approval queue, audits and disperses required minimum distributions (RMDs), runs contribution/distribution reports, and incorporates IRS rule changes to ensure all appropriate authorizations and approvals are obtained in accordance with policies and controls.
• Collaborates with different Departments to test various process improvement updates.
• Actively monitor for and prevent fraudulent transactions by following internal alerts, verifying member identity, and implementing security measures.
• Support special projects that enhance operational efficiency and member satisfaction.
• Performs other job-related duties as needed.

Job Requirements and Qualifications:

• High school diploma, required.
• 3+ years’ experience Retail and/or Contact Center operations, required.
• This role requires to be onsite and applicable Saturdays.
• Thorough knowledge of automated call distribution systems, Credit Union’s online products, processes, and policies.
• Thorough knowledge of mobile and Internet banking solutions to include browser settings and smart phone/tablet applications.
• Comprehensive knowledge of Retail and Contact Center operations, continuous improvement concepts, procedures, processes, and best practices.
• Demonstrated leadership and coaching abilities.
• Strong organizational and communication skills.
• Ability to drive process improvements and maintain high service standards.
• Strong organizational and leadership skills with ability to multi-task and function with minimal supervision while meeting deadlines with high quality results, maintaining attention to detail, and keeping pace with priorities of management.
• Excellent verbal and written communication skills with outstanding interpersonal skills and professional demeanor.
• Strong decision making, ability to effectively troubleshoot problems, and take a proactive approach in issue resolution.
• Strong initiative and sense of urgency in tackling new projects and proven ability to execute sound judgment successfully and consistently.
• Proficiency in rethinking existing practices and business models to enhance effectiveness and deliver high quality results.
• All Firstmark team members must mirror our shared values: happy, helpful, honest, humble, and hungry (driven).