Customer Experience Team Lead - Credit Union

Job Description

We are Farmers!
Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world.

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Job Summary
The Next Gen Member Experience Lead services all customer contact channels (phone, chat, web, social media), supports staff as a backup to the management team, works on projects specializing in the research and implementation of new technology initiatives for customer-facing technology such as mobile banking, chat bots etc. and works from the home office closely with the management team as a Lead for the team of remote employees.

Essential Job Functions
  • Assist agents with escalated calls requesting Management-level authority, research of complex issues such as misidentified transacti ons, missing online banking and/or electronic statement data stemming from raw data file exceptions etc.
  • Coordinate with the Supervisor to identify, implement and execute department new technology initiatives/projects pertaining to self- service technology such as chat/chat bots, website artificial intelligence, mobile banking app research and development and phone menu voice biometrics.
  • Assess current and research future contact center technology and develop proposals and execute project plans for implementation of computer-integrated telephony services and organizational data analytics used for contact centers and the development of product/services.
  • Audit technology services and staff contacts for quality and service standards through the course of reviewing complaints to determine root cause and build timelines for member experience assessments as well as identify training needs for staff, business partners or address system issues.
  • As a backup to the Management team, oversee the Call Center operations in the capacity of a Team Lead.
  • Provide training and support to ensure staff adherence to policies and procedures for compliance with banking regulations and to mitigate fraud risk.
Education Requirements
High school diploma or equivalent required. Bachelor's degree preferred.

Experience Requirements
Minimum four years of customer service experience in a call center environment required, including experience in a Financial Institution and experience providing technology service/support through electronic channels such as email and chat.

Special Skill Requirement
  • Basic PC troubleshooting of software and hardware connections.
  • Ability to utilize critical thinking as well as creative thinking for the application of electronic services for purposes of digital engagement.
  • Language Skills: Ability to write a clear and concise business correspondence by letter or email, using correct spelling, grammar, and formatting. These correspondences are to be suitable as official communication internally and externally.  
  • Training Skills: This position is responsible for assisting Member Support Center Rep Leads with Training Department responsibilities in the event the Credit Union trainers are unavailable. Responsibilities include, but are not limited to, facilitating the organization's Onboarding Program, building of the training curriculum, arranging of physical training materials, teaching the classes, new-hire evaluation and the execution of portions of the program.
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.

Schedule: Full-time

Job Posting: 10/18/2019