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Contact Center Lead Specialist

Contact Center Lead Specialist

CASE Credit UnionLansing, MI, US
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Contact Center Lead Specialist

The Contact Center Lead Specialist is responsible for providing day-to-day leadership support within the contact center, ensuring high-quality member service, sales, and lending performance. This role oversees call monitoring, staff support, reporting, and acts as a liaison between frontline Specialists and management. The Lead Specialist assists the Contact Center Manager in overseeing operations and fills in as the point of oversight when the manager is absent. In addition, this position provides coaching, answers staff questions, supports compliance and risk management, and ensures that departmental goals and member satisfaction standards are consistently met.

Essential Functions and Basic Duties

Staff Support and Oversight

  • Serve as a first point of contact for staff questions, concerns, and escalations.
  • Provide guidance to Specialists in member service, sales, and lending functions.
  • Assist with scheduling, task assignments, and balancing workloads as directed by the Contact Center Manager.
  • Step in to oversee daily operations when the Contact Center Manager is out of the office.

Call Monitoring and Quality Assurance

  • Monitor inbound and outbound calls to evaluate service quality, compliance, and professionalism.
  • Provide coaching and feedback to staff to improve call handling and performance.
  • Ensure adherence to established scripts, policies, and service standards.

    • Reports and Performance Tracking

  • Generate and review call reports, sales reports, and lending performance data.
  • Track key performance indicators (KPIs) for call volume, service quality, sales conversions, and compliance.
  • Share findings with staff and management to support performance improvement.

    • Liaison Between Staff and Management

  • Communicate staff concerns, challenges, and feedback to management in a professional and constructive manner.
  • Relay management directives and updates to staff in a clear and supportive way.
  • Promote collaboration and foster a positive, team-oriented culture.

    • Compliance and Risk Management

  • Ensure staff adherence to credit union policies, procedures, and applicable regulations including NCUA, BSA / AML, OFAC, Truth in Lending, and Fair Lending.
  • Monitor for potential compliance risks or fraudulent activity identified during calls or processes.
  • Escalate issues promptly to management to minimize risk exposure.

    • Training and Development

  • Assist in onboarding and training new Specialists across Member Service, Sales, and Lending tracks.
  • Provide coaching and mentoring to improve performance and knowledge.
  • Share best practices and encourage continuous professional development.

    • Additional Duties

  • Maintain a professional, secure, and organized work environment.
  • Participate in departmental projects, campaigns, and community engagement efforts.
  • Perform related clerical or administrative tasks as required.
  • Perform other duties as assigned.

    • Performance Measurements

  • Staff receive timely, accurate guidance and support.
  • Call monitoring demonstrates consistent quality, compliance, and professionalism.
  • Reports are accurate, complete, and delivered on time.
  • Communication between staff and management is effective and professional.
  • The Lead provides reliable oversight in the absence of the Contact Center Manager.
  • Department goals for service, sales, lending, and compliance are consistently supported.

    • Qualifications

  • Proven success in a contact center Specialist role (Member Service, Sales, or Lending) at the II or III level.
  • Strong leadership, coaching, and mentoring skills.
  • Excellent communication and interpersonal abilities.
  • Ability to analyze call reports and performance data.
  • Advanced knowledge of credit union products, systems, and compliance standards.
  • 2+ years of contact center or financial services experience required.
  • High school diploma or equivalent required; additional coursework in business, finance, or leadership preferred.

    • CASE Credit Union was chartered on February 19, 1936, to serve Lansing area teachers and administrators as Lansing Teachers Credit Union. From operating within Lansing High School with 180 members, today, over 85 years later, we serve a membership of over 45,000 members and operate five branches throughout the Greater Lansing area, while controlling over $384 million in assets. We pride ourselves on living our mission of assisting members and employees to achieve financial success through service that is superior, convenient, and easy to use. CASE is a Community Development Credit Union (CDCU). A CDCU is a credit union with a mission of serving low and moderate-income people and communities.

    CASE prides itself on having a culture focused on diversity and inclusion, reflected in having received the 2020 Lansing Area Economic Partnership (LEAP) Diversity award. Additionally, at CASE Credit Union, we're committed to hiring the best and brightest. Just as we are dedicated to helping our members achieve success, we are dedicated to helping our employees grow and thrive. That's why we are proud to offer a team-oriented working environment, with competitive salaries and benefits, and countless opportunities for growth and advancement. CASE Credit Union offers affordable medical, dental, and vision and provides disability insurance and life insurance to our employees at no cost to them. We also provide tuition reimbursement for those who desire to continue their education while working with us. Come work with CASE Credit Union and experience exciting career opportunities in the financial industry.

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    Contact Center Specialist • Lansing, MI, US