Team Lead - Honolulu, United States - Hawaii Medical Service Association

Description

Job Summary

Worksite Location (In-Office): Honolulu, Oahu

Pay Range: $45,654 - $67,026

Note: Individuals typically begin between the minimum to middle of the pay range

Assist the Credit Union Manager or Director in the daily operations of the servicing of our Credit Union members at both Credit Union branches. Provide technical support and training to Credit Union Membership Service Representatives (MSR) with our member's daily transactions and to handle the exception transaction cases to insure accurate administration of those member's transactions.

Minimum Qualifications

1. Associates degree and two years of related experience; or equivalent combination of education, training, and/or work experience.
2. Experience in the banking or financial industry
3. Experience acting in a team lead capacity, or in a position requiring leadership skills.
   Demonstrated ability to work well with others in a team environment possessing strong customer servicing skills. Must be detail- and results-oriented, and able to make decisions and think practically.
4. Basic working knowledge in Microsoft Office applications, including but not limited to Word, Excel, Outlook, and PowerPoint.
5. This position has exposure to cash transactions, so must be bondable. This is a condition of employment

Duties and Responsibilities

1. Assist the Credit Union Membership Service Representatives (MSRs) with daily workflow questions, member complaints or difficult inquires, and provides guidance on the interpretation of Credit Union policies and procedures. Coordinates the daily coverage of phones and the lobby area to ensure satisfactory and efficient servicing of our members. The Team Lead is expected to assist in answering incoming phone calls or help in the lobby as needed to support shortage in staffing.
2. Screens outgoing letters to members and documentation of Credit Union daily transaction procedures to ensure paperwork is complete and accurate for expeditious processing.
3. Trains Credit Union Membership Service Representatives on correcting errors when found and assists Credit Union Manager or Director by documenting staff performance for PMP purposes.
4. Conducts the daily operations and balancing of the main office branch and the Kapolei Credit Union Branch Office on Fridays.
5. Assist manager and director with all operational aspects of the credit union, including monitoring and updating online banking, mobile banking, website, Bluewire posting and work with Communications for all marketing pieces.
6. Have working knowledge of consumer loan processing and underwriting as a back-up to the Loan Analyst.
7. Reviews and updates the operational procedural manuals to ensure that the most current and accurate information to handle job assignments are being used.
8. Recommends additional staff training needs to Credit Union management.
9. Handles initial customer complaints by personally addressing the member's concerns and resolving the issue at this level if possible. Otherwise, Team Lead will provide research, documentation, and possible recommendation to Credit Union management for resolution with member.
10. Provides Credit Union management with staffing reports related to performance of the Credit Union Membership Representatives.
11. May attend meetings and other functions on behalf of Credit Union Manager.
12. Performs all other miscellaneous responsibilities and duties as assigned or directed.