Team Lead, Service
US-NE-Omaha
Careers (External)
Req #: 10724
Type: Full-Time
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Overview: Customer experience at PenFed starts with you! Our team is responsible for providing exceptional customer service. We are seeking talented individuals that thrive in a fast-paced call center environment. We value our employees and believe that success is achieved through teamwork. Our goal is to empower our members to "Do Better." If you agree, you belong here! PenFed is hiring a (Hybrid) Team Lead, Service at our Omaha, Nebraska service center. The primary purpose of this job is to oversee the daily operations of an inbound phone team and the day to day activities of Member Service Representative (MSR) team members. The role may perform the duties of the Manager, Service Unit in the manager's absence. Responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. * Supervise a team of MSRs daily to include establishing goals, priorities and expected performance level of the team. * Administer stated objectives, goals and performance standards for MSRs in assigned team and assist in ensuring that goals are met or exceeded. * Collaborate with service center management staff in the development and support of business unit-level initiatives. * Provide input to the Manager, Service Unit regarding hiring, staffing, disciplinary action and training for service center team members. * Maintain subject matter expertise to ensure the ability to lead specialized staff in various skills, including sales and technical support. * Coordinate and implement inbound phone unit operations as required, according to policies and procedures. * Plan and organize unit staff meetings. * Review service center documents for accuracy, legibility and completeness. * Maintain current knowledge of PenFed products and procedures, and products offered by competitors. * Review policies, procedures, and guidelines and makes recommendations for improvement. * Ensure that all procedural updates or changes are distributed to MSRs. * Prepare statistical reports relating to inbound phone unit operations. * Act as an Assistant Treasurer within assigned authority Qualifications: Equivalent combination of education and experience is considered. * Bachelor's Degree in related field is preferred. Minimum of six (6) years of work experience in banking operations or equivalent required. Experience with PenFed Credit Union products preferred. * Minimum of two (2) years' experience in member service is required. * Minimum of one (1) to two (2) years' experience in a managerial or supervisory role. * Knowledge of statistics preferred. * All member contact and leadership decisions must be provided in a professional, accurate, and timely manner. Supervisory Responsibility This position will supervise employees. Licenses and Certifications There are no additional licenses and/or certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel Ability to travel to various worksites and be on-call is required.
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