Call Center Team Lead

The Member Service Team Lead provides day-to-day guidance and support to Member Service Representatives (MSRs) and Senior MSRs while serving as a liaison to Contact Center management. This role supports staffing, coaching, training, reporting, and special initiatives while remaining actively involved in client and member service.

What You'll Do

• Perform MSR and Senior MSR duties, including queue support, escalations, web chats, voicemails, bill pay inquiries, and card-related requests.
• Coordinate team schedules, attendance, breaks, and coverage; communicate staffing concerns to management.
• Review client communications for professionalism and accuracy.
• Train, coach, and mentor team members, including 30-, 60-, and 90-day check-ins for new agents.
• Monitor compliance with Contact Center procedures, the Processing Guide, and Rules of Engagement (ROE).
• Monitor call queues and assist as needed to improve service levels, including ASA and abandonment rates.
• Provide performance feedback and complete monthly call scoring for Outbound and Bilingual MSR teams.
• Assist management with training initiatives, reporting, monthly billing, and special projects.
• Perform additional duties as needed to support team and organizational goals.

What You Bring

• High school diploma, GED, or equivalent experience, including 1–2 years of office, call center, or leadership experience.
• 2–3 years of banking, credit union/CUSO, customer service, call center, or financial services experience.
• Ability to meet or exceed MSR and Senior MSR qualifications.
• Experience training employees or clients by phone, virtually, and in person.
• Advanced knowledge of credit union operations, CU*BASE, Xtend Contact Center, and Member Reach processes.
• Strong communication, organization, decision-making, problem-solving, and coaching skills.
• Ability to manage multiple priorities independently while maintaining accuracy and confidentiality.
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
• Strong interpersonal skills and ability to build effective relationships with teams and partners.
• Regular attendance and a positive, professional approach.

Why You'll Love Working With Us

Support credit unions nationwide while working in a collaborative, cooperative environment. Gain hands-on experience with CU*BASE and other industry-leading tools while receiving medical, dental, and vision coverage, PTO, and a generous 401(k) matching program.

What is Xtend?

Xtend is a Credit Union Service Organization (CUSO) owned by the credit unions we serve. We provide bookkeeping, back-office, contact center, and other services that help credit unions better serve their members. Join us in advancing a cooperative culture focused on innovation, service, and industry leadership.