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Lead Member Support Specialist, Contact Center


At Unitus, each employee has an opportunity to make a difference for our members. As part of the centralized Retail Contact Center team, the full-time Lead Member Support Specialist in the Contact Center provides a full range of sales and service for internal and external members in a remote services environment. This role is designed to retain existing member relationships and enable the growth of new relationships by recommending products and services based on member needs. This role provides direct support for inbound and outbound calls, email, and other virtual correspondence across multiple systems in assisting members in processing financial transactions in accordance with established policies, procedures and authority levels. Using advanced knowledge of Contact Center or branch systems and transactions, the Lead is responsible to provide collaborative support in a leadership capacity for Contact Center employees including ongoing on-the-job sales, service, and procedural training, being available daily for routine questions or clarifications, approvals or escalations and/or technical issue resolutions. This is in an effort to ensure our commitment for unparalleled service – the kind that creates the Unitus difference. Our strong team of leaders, outstanding culture, above market benefits, continuous involvement in the communities we serve, and competitive pay programs make Unitus an excellent place to contribute and grow your talents.

As an ideal candidate, you will have:

•Associates degree or equivalent in work experience.

•Requires a minimum of three years of credit union or banking branch or call center experience with an emphasis in knowledge of financial products and services such as online banking and deposit products, as well as special types of accounts such as Trusts, IRA’s, and business accounts.

•Strong experience in customer facing roles through channels such as phone, email, on-line or in person.

•Requires some experience in guiding others in resolution of technical procedures and/or policies, problem resolution, and other basic skills needed to lead others effectively

•Prior experience in a directly related call center environment is helpful.

•Strong knowledge of credit union and/or banking products and services and ability to present, explain and refer products and services to members

•Excellent interpersonal and communication skills including effective listening, speaking and writing

•Excellent PC skills and ability to demonstrate Unitus services through the use of various software applications in a fast-paced working environment

•Demonstrated decision-making and problem solving skills with excellent attention to detail and follow through

•Ability to maintain privacy and confidentiality

•Maintains good attendance and punctuality for all scheduled shifts

What’s it really like to work here?

We are a people-focused organization that places an emphasis on culture. Unitus is local, successful, and committed to continuously improving and growing! Unitus offers great benefits including Health Care Benefits, 401k retirement plan, paid time off, holidays and disability insurance, performance incentive, tuition reimbursement, student loan debt repayment, company-paid transit and paid volunteer time. For more information about these benefits, please see our website.

Unitus Community Credit Union (Unitus) is an equal opportunity employer. We are dedicated to a policy of non-discrimination in employment based on race, color, age, sex, religion, veteran status, national origin, sexual orientation, disability or any other classification protected by applicable federal, state or local law. Applicants may request reasonable accommodation to participate in the application process.


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