Contact Center Inbound Team Lead - Berrien Springs (Full-Time)
ABOUT HONOR:
At Honor Credit Union, we've been putting members first since 1934. Our team remains true to our member promise:
Providing Solutions For Your Financial Success. Honor members enjoy extraordinary member service at 28 member centers, and worldwide through online banking.
OUR TEAM:
As a team member at Honor Credit Union, you are genuinely part of a family. We leave the term "employee" at the door because you're much more than that; you're a valued member of the Honor Team and its success. We don't settle for good; we strive to be great, and that starts with the individuals that live out the "I Am Honor" promise every day.
At our core, we are obsessed with providing extraordinary member experience with solutions for financial success. We are rooted in the belief that finances don't have to be intimidating and giving back to the communities we serve is essential. We are made up of outgoing, positive, friendly, and highly experienced individuals, which creates an inclusive, stimulating atmosphere. Smiling is the epitome of our culture, and like kindness, we believe smiling is contagious - it's no accident that you'll find a smiley face on all things Honor.
COMMITMENTS TO LIVING "I AM HONOR":
- Act with Urgency and Care - You have the direct authority and responsibility to act and seek out solutions.
- The Platinum Rule - Treat others the way they want to be treated.
- Make the Connection - Develop genuine relationships so you can provide a "WOW" experience.
- See a Need, Fill a Need - Seize opportunities to help others meet their needs, whether they are known or unrealized.
- Reason over Rules - Make decisions that are good for the person and good for Honor.
- Cultivate Peace & Love - Uphold an environment where diversity is celebrated, kindness is contagious, and everyone belongs.
WHAT WE ARE LOOKING FOR:
- Performs Contact Center Inbound Specialist duties while handling escalations, leading, and acting as a subject matter expert to the Contact Center team.
- Assists with motivating, mentoring, and developing the Contact Center team to ensure exceptional service and operational efficiency.
- Helps communicate, update, and implement new processes and procedures for the Contact Center teams, making recommendations as needed.
- Serves as a role model, embodying Honor's culture, with an emphasis on accountability.
- Safeguards the integrity of the Contact Center, ensuring policies and procedures are followed and the Contact Center runs smoothly.
- Builds rapport with internal team and members to sustain long term relationships and grow continued business.
WHAT WE EXPECT FROM YOU:
EDUCATION/CERTIFICATION:
- High School diploma or equivalent.
EXPERIENCE REQUIRED:
- Three years to five years of similar or related experience, including preparatory experience.
KNOWLEDGE/SKILLS/ABILITIES:
- Knowledge of company products and sales policies and procedures.
- Must have a demonstrated ability to keep finances in order.
- Be self-directed and able to work with minimal supervision.
- Strong project management skills, well-organized and have an excellent eye for detail.
- At all times follow the core values of the credit union - honesty, truth, respect and integrity.
- Handle issues with tact, diplomacy, and an appropriate sense of urgency.
- Understands and complies with all applicable laws and regulations.
- Strong service skills.
- Exceptional problem-solving skills.
WHAT'S IN IT FOR YOU:
Honor has excellent benefits for all full and part time team members. We offer:
- Medical with prescription coverage, Dental, and Vision.
- 401k employer contribution & matching program.
- Incentive eligible.
- Paid time off and paid holidays (including your birthday!).
- Paid community volunteer hours.
- Wellbeing spending account.
- Various discounts on credit union products and services for team members & their families.
- Additional perks included.
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Honor Credit Union
paid time off, paid holidays, 401(k)
Apr 10, 2025