Contact Center Lead

At Beehive FCU, our common goal is to nurture our most valued asset: the friendships we have with our members. We are here to help--it's the only reason we exist. We believe we have the power to help our members with some of the most important, most difficult, and most rewarding endeavors in their lives.

Our success starts with creative and caring individuals who work together to bring superior service to our members. We hire only the best and brightest, give them a great place to work, and provide an excellent benefits package.

If you are someone who is passionate about helping people with real life needs, then Beehive FCU may be the place for you.

Beehive Federal Credit Union is seeking a Contact Center Lead to over see an inbound credit union contact center in our Administration building in Rexburg, Idaho. The lead works with their supervisor to manage contact center activity to meet established goals for service, productivity, and quality of work. This position works 40 hours per week, Monday through Friday with occasional evenings and Saturdays. The expected pay is $____ per hour, DOE.

Major Job-Related Duties

• Educates members on products and services, using Beehive service standers to enhance the member experience.
• Supervises employees through efforts in hiring, coaching, training, and terminations. Monitors agent calls and reviews key metrics regularly.
• Manages multiple channels of member contact (inbound/outbound phone, chat, email, mail, other applications).
• Participates in departmental planning and budgeting sessions. Drives innovation and process improvements across the department.
• Resolves member complaints.
• Performs other duties as assigned and performs all duties in compliance with the Bank Secrecy Act. Works at or attends community events as assigned. Strives in all that they do to enhance the member experience at BFCU, including actively engaging in needs-based cross-servicing.

Minimum Qualifications

• Six months to two years of similar or related experience.
• A minimum of one of the following: a two-year college degree; completion of a specialized certification or licensing; completion of specialized training courses conducted by vendors; or job-specific
  skills acquired through an apprenticeship program.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Must have good communications skills for dealing with members and training call center employees. Excellent ten key calculator and computer skills required, including accuracy with numbers and names.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled environment with other contact center agents.

Benefits

Full-time employee benefits include paid holidays; employer sponsored 401(k) retirement plan including 2% company match and 9% profit sharing; health, vision, and dental insurance with 95% employer paid premium and 65% employer paid premium for families; employer paid life insurance; plus the opportunity to work in an excellent team-oriented environment. You'll love working at Beehive!

Beehive Federal Credit Union is a member-owned, not-for-profit organization founded in 1960. Headquartered in Rexburg, Idaho, Beehive is a full-service credit union serving members and employees of The Church of Jesus Christ of Latter-day Saints nationwide. Branches are located in Rexburg, Rigby, Idaho Falls, and Meridian, Idaho. Beehive Federal Credit Union is an Equal Opportunity/Affirmative Action Employer of Females/Minorities/Vets/Disability.

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