Member Experience Lead (Call Center) - SkyOne Federal Credit Union

Join SkyOne Federal Credit Union as a Member Experience Lead in our Call Center and elevate your career in an innovative, member-focused environment. This role offers an exciting opportunity to make a real impact in our members' lives by providing exceptional service and solutions tailored to their financial needs. You will lead a team dedicated to delivering seamless, rewarding experiences while embodying our core values of performance, accountability, integrity, innovation, and respect.

What would you do as a Member Experience Lead (Call Center)

As a Member Experience Lead at SkyOne Federal Credit Union, you will play a vital role in developing and deepening member relationships through high-quality, consultative service. Your expertise will allow you to identify member needs accurately and match them with our value-added products and services. Responsibilities include processing transactions, updating accounts, opening new accounts, assisting with loan applications, and addressing all member inquiries. You will consistently meet our service standards while adhering to policies and procedures.

This position is perfect for those who thrive in a dynamic environment and are passionate about helping members achieve their financial goals while meeting individual and team performance targets.

What you need to be successful

To excel as a Member Experience Lead at SkyOne Federal Credit Union, you will need a blend of technical skills and a strong customer service mindset. Proficient in using various software tools, you will answer incoming calls promptly and courteously, adhering to established standards for member relations. A deep understanding of the credit union's financial goals and compliance with regulations like BSA and OFAC is essential. You should be adept at assessing member needs through active listening and probing questions, enabling you to recommend suitable products and services.

Excellent conflict resolution skills are crucial, allowing you to diffuse member issues independently. Collaboration with colleagues across departments will help ensure seamless service, while your familiarity with all credit union products will enhance your ability to provide tailored financial solutions. Furthermore, mentoring new hires and delivering constructive feedback will support a culture of continuous improvement within the team.

QUALIFICATIONS

• Minimum of 3 years' experience in a financial services call center.
• Strong cross-selling and telemarketing skills.
• Excellent member service and telephone communication skills.
• Strong knowledge and understanding of financial products and services.
• Windows, Word, Excel, and Internet proficiency.
• A high degree of confidentiality.
• A positive, professional image within the workplace.
• Effective verbal and written communication skills.

JOIN OUR TEAM

Why SkyOne is a great place to work: We understand that it's our employees that make us great, and we treat them as our greatest asset, with comprehensive and competitive compensation and benefits package that includes:

• Health, dental, and vision plans to take care of you and your family's healthcare needs.
• 401(k) plan to help you plan for retirement.
• Life insurance to protect your loved ones in case of the unexpected.
• An Education Reimbursement Program to help you achieve your personal development goals.
• A generous Paid Time Off (PTO) Plan because you deserve a vacation for your hard work!
• Paid holidays so you can celebrate our nation's holidays just as our members would.
• An Employee Financial Benefits Program designed to improve your financial life and prepare you to meet the needs of our members more effectively.

We have a strong corporate culture that embodies these core values:

• Performance - We are member-focused and results-driven.
• Accountability - We do what we say.
• Integrity - We do the right thing.
• Innovation - We are creative, resourceful, and collaborative.
• Respect - We are one team professional and compassionate.

Apply now to seize this incredible opportunity to elevate your career and make a difference in the lives of our members. Don't wait - your future starts here! Simply click on the link to apply online. We are proud to be an Equal Opportunity Employer.