Member Services Team Lead Job in Atlanta, Georgia US
Georgia’s Own Credit Union (www.georgiasown.org) is a full service, not-for-profit financial institution founded in 1934. With nearly 150,000 members and $1.6 billion in assets, Georgia’s Own is one of the strongest, largest and most trusted financial institutions in the state.
Georgia’s Own prides itself in unmatched service and the prosperity of our membership. If you are committed to these objectives we would like to talk to you. We have competitive salaries and great benefits. Credit history will be reviewed. Located in mid-town Atlanta.
Member Services Team Lead
SUMMARY:
The Sales Team Lead will work with the Sales and Service Manager to improve referral quality/quantity within the Member Services department. Will perform regular coaching sessions to assure departmental sales and service objectives are met. Will develop motivational contests and promote team-building within the department. Will work as member of the Member Services Support Team.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
· Conducts regular employee coaching sessions to develop abilities, gather feedback and promote employee buy-in of departmental goals.
· Monitors contact center employee’s success in obtaining sales goal expectations and coaches for continuous improvement.
· Develops, deploys and tracks results of motivational contests and programs.
· Works with Member Services Manager to implement and train representatives in new/improved sales strategies and product knowledge.
· Serves as a full Support Team member by answering representative questions, handling escalated member calls, processing departmental paperwork, taking inbound calls, if necessary, and serving as rotating supervisor on late and Saturday shifts.
· Serves as departmental champion by making decisions that optimize the team’s resources to best handle call volumes and maintain service standards.
· Serves as a role model and mentor for all Member Services employees.
· Serves as leading supporter of a work culture that fosters fun, learning and collaboration to attain departmental and Credit Union goals.
· Develops and maintains good, productive working relationship with all credit union departments.
· Researches, organizes, and reports on special projects as assigned by Member Services Manager
QUALIFICATIONS:
This position requires two to five years work experience, or equivalent, in a sales/service environment with proven results in coaching and development of a sales team with high service standards. Requires the ability to multitask between assignments and meet various deadlines with minimal supervision. Also requires sound decision making abilities and the ability to maintain a productive, enjoyable culture within the department. Must possess the skill set to effectively coach and develop, in a one-on-one or group environment, the referral and cross-selling abilities of the Member Services team. General abilities include the use of a phone with good hearing and speaking ability; use of PC and calculator with good hand coordination and sight ability; good hand coordination necessary for filling out forms per member requests; strong math skills; strong communication skills; good organization skills; the ability to take direction and follow through on assigned tasks; the ability to work in a team environment; and the ability to deal with member reaction in adverse situations.
Send resume with cover letter to: jobs@georgiasown.org