Member Service Center (MSC) Team Lead

Job Responsibility: Reporting to the Manager, Member Service Center (MMSC), the MSC Team Lead (MSCTL) provides exceptional member service by identifying needs, providing solutions, and assisting with coaching and training MSR MSC staff towards sales goals and member centric solutions. The MSCTL further supports MSC operations by establishing and conducting training and development programs, assisting staff and members through the change cycle, and supporting staff in resolving escalated member concerns. This role will also assist with administrative support such as: organizing, scheduling, and monitoring MSC activities to promote the efficient servicing of the member's needs. This position will be the primary contact for MSC employees in providing technical support/direction and resolving moderate to complex problems while also ensuring staff adherence to security procedures, providing overrides, maintaining department signing authority, balancing/rectifying variances, and reviewing various reports. This position may provide relief for other positions as required and actively promotes the Credit Union in the community. The MSC Team Lead must be familiar with the Credit Union policies, operational manuals, hold some accounting skills, have a strong working knowledge of the MSR positions, and a willingness to complete lending coursework. Qualifications include two years' post-secondary formal education in a general business program plus two to five years' related experience in the financial industry or an equivalent combination of education and experience. In addition, the employee must have completed or be willing and able to complete the CUIC Management Studies Program and lending courses.