Member Contact Center Digital Team Lead

Empower FCU Purpose: At every stage of life, positively impact members by providing affordable financial services.
Empower FCU Core Values: Fairness, Integrity & Honesty
Empower FCU Strategic Pillars:
• World-Class Employee Experience
• Best-In-Class Member Experience
• Growth for Impact
• Shared Value in the Community
Empower Federal Credit Union offers excellent benefits including...
Medical and Dental Insurance, 401K with Employer Match, Holiday Pay, Paid Time Off and more!

A World-Class Employee Experience: We are at our best when we are developing genuine relationships, looking out for one another, freely and honestly sharing information, and working together. We succeed when we rise above our departments, roles, and individual interests to come together, to move forward together. Each of us plays a crucial role in creating a positive work environment and we encourage all our employees to actively contribute to embracing Empower’s values and supporting those around you.
Be Yourself, Belong with Empower: The strength of Empower is in the unique backgrounds, voices, talents, & experiences of each person. With a culture of belonging, we enable teamwork, spark innovation, and fuel success.


Please note: All candidates will be subject to a background check to determine employment eligibility. For roles that require an NMLS you may be subject to a credit check.


Role:
This position is responsible for mentoring new and existing Member Contact Center (MCC) representatives, ensuring that they are well-trained in all processes and procedures. The individual will serve as a subject matter expert, reviewing and maintaining MCC procedures, and resolving complex member issues while delivering exceptional service. The role also involves identifying opportunities for member relationship growth, supporting outbound initiatives, and ensuring all member interactions meet the MCC’s quality standards. This individual will consistently demonstrate professionalism, service excellence, and strong problem-solving skills in a high-volume environment.
This is a hybrid role requiring a minimum of five days on-site at our headquarters in Syracuse, NY, following an initial 90-day training period conducted onsite.

Essential Functions & Responsibilities:
35% Membership Management:
- Oversee membership applications received electronically from submission to booking, with a critical focus on applications flagged for fraud.
- Conduct detailed reviews of credit reports, fraud prevention monitors, and identification documents to identify product opportunities.
- Initiate applications for credit cards, lines of credit, and personal loans once suitable opportunities are identified.
- Contact members to secure booked memberships and introduce them to Empower FCU, offering suitable products and services.
- Assist in testing new processes in Meridian Link and respond to member inquiries, resolving complex issues across multiple channels (chat, email, and messaging).
- Maintain expertise in MCC delivery systems such as Alkami, Alkami Admin, CST, Payment One, Teams, CCM, ConvergePoint, Ackcelerent, Docusign, eDesk, Verafin, Glia, and DNA.
30% Member Support:
- Address member inquiries and resolve critical issues related to accounts, loans, online and mobile banking, and other services.
- Recommend and promote appropriate products and services that meet member needs.
- Process fee refunds and check hold releases within established limits.
- Handle priority assignments, including CEO email responses, Callipay funding, and GL balancing.
- Adhere to security protocols and Empower’s Service Standards, ensuring top-notch member service with every interaction.
15% Mentorship:
- Mentor new hires on all MCC procedures, processes, and technical platforms, with a focus on excellent member service.
- Provide ongoing mentorship to existing MCC staff, offering feedback to enhance performance and knowledge.
10% Outbound Initiatives:
- Participate in outbound calling initiatives aimed at strengthening member relationships, promoting relevant services, and supporting key service campaigns.
- Recommend products and services that increase member engagement and build lasting relationships.
10% Issue Recognition:
- Identify, track, and escalate patterns of service or fraud-related issues to management as appropriate.
- Perform all other duties as assigned to support team and department objectives.

Performance Measurements:
See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.

Knowledge and Skills:
Experience: 3 to 5 years of relevant experience in customer service or a similar role.
- Experience in handling complex member inquiries and escalations is required.
- Demonstrated