E-Services - E-Delivery Team Lead - Full Time - Remote - ( AK, AZ , NV, TX, WA,WY )

Reporting to the E-Delivery Manager, the E-Delivery Team Lead assists with managing the day-to day operation of the E-Delivery staff.

Consistent and predictable attendance is an essential job function.

This role also includes assisting with E-Delivery staff development to ensure the delivery of quality service supportive of our organizational strategy, attainment of goals as well as the adherence to credit union policies and procedures.

The E-Delivery Team Lead acts as the primary point of escalation and support leadership to enhance team performance and member satisfaction.

They are also responsible for upholding a Member Centric environment focusing on enhancing the member experience and would serve as acting manager in the absence of the E-Delivery Manager. 

Responsibilities: 


* Assist with monitoring the day-to-day operations of the E-Delivery Team to help ensure that service level agreements are met.

Assists with scheduling, reporting, resolving escalated issues, staff development, schedule adherence, and projects as assigned.


* Assists Manager with the development and E-Delivery directives/procedures, ensures proper staff communication and adherence to policies and procedures.


* Monitors calls/chats for quality and training purposes. 


* Assists E-Delivery Manager with developing, mentoring, motivating, coaching and monitoring performance to enhance service and performance results.


* Assists with the development of annual performance goals, input and recommendations for training plans, provides feedback related to performance evaluations and appropriate personnel actions for each direct report,


* Bill Pay – Responsible for auditing the bill pay collections reports and debiting the members accounts to ensure the credit union is made whole. 


* Other: Develops effective working relationships with internal partners.


*  Ensures that operating procedures are followed to minimize security risk, protect corporate assets, and attain a satisfactory rating on internal audits.


* Adheres to all risk management guidelines and complete all required compliance training within time frame provided,


* Performs necessary adjustments/corrections on member’s accounts.

Including written follow up via email or letters.


* Acting Manager in absence of E-Delivery Manager 


* Assists staff with routine duties as time allows and provides coverage when there are staff shortages this includes working Saturdays 


* Supports and participates in continuous improvement activities.


* Represents the Credit Union in a positive and professional manner 


* Other related duties as assigned 


* Maintains member and other sensitive information with confidentiality.


* Treats all co-workers and members with respect 

Minimum Qualifications:

3 or more years of directly related progressive financial institution experience.

With at least 2 of the years in a Sr.

level role in a contact cent...