Call Center Rep handling member inquiries and loan support at A+ Federal Credit Union. Responsible for assisting members and promoting credit union services in a professional manner.
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Hybrid Contact Center Back Office Team Leader
Posted 5 days ago
About the role
- Contact Center Back Office Team Leader for Volton overseeing the coordination of escalated customer cases and ensuring effective resolution. Leading a team to enhance customer experience.
Responsibilities
- Manage and coordinate complex customer cases escalated from the Front Office, ensuring end-to-end resolution
- Monitor case progress and ensure timely closure in line with defined SLAs
- Handle and oversee special request types such as contract withdrawals, suspensions, package changes, credit refunds and other commercial exception
- Ensure accurate application and compliance with company policies, procedures, and operational guidelines
- Coordinate with 3rd-level support teams for resolution of complex or technical issues
- Collaborate closely with internal departments (Billing, IT, Provisioning, Treasury, Collections) to resolve cross-functional and pending issues
- Act as a central liaison between Contact Center operations and other business units to ensure seamless case resolution
- Ensure high-quality case handling and consistency in customer request management
- Identify recurring issues and escalate insights to Customer Experience teams for process improvement initiatives
- Lead, support, and develop the Back Office team while monitoring productivity, quality, and performance, and providing continuous feedback and coaching
Requirements
- 3+ years of experience in Customer Service, Contact Center, or Back Office Operations
- Experience handling complex customer requests
- Previous team coordination experience is considered a plus
- Strong ability in managing complex customer cases
- Solid understanding of customer service operations
- Ability to coordinate multiple business functions effectively
- High attention to detail and accuracy
- Structured and analytical thinking
- Customer Centric mindset
Benefits
- A competitive fixed salary package aligned with your experience and expectations
- Hybrid working model
- Private insurance, corporate benefits and perks
- Continuous training and professional development
- Excellent professional environment
- Modern and productive working facilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Call Center Representative assisting members at A+ Federal Credit Union by answering inquiries and providing account support via phone. Promoting credit union products and services while ensuring quality customer service.
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