Member Care Center Team Lead at OneAZ Credit Union

<p data-pasted="true"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="color: rgb(89, 73, 167);">Join Us in Making an Impact&nbsp;</span>✨&nbsp;</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">At OneAZ Credit Union, our success is measured only by yours. We’re here to create lasting change in the lives of our members, our communities, and our team. If you're looking for a career with purpose, where your work truly matters—you've found it!&nbsp;</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="color: rgb(0, 64, 83);">Who You Are&nbsp;🧩</span>&nbsp;</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You’re&nbsp;impactful, compassionate, and fearless,&nbsp;ready to embrace new challenges and shape the future of financial well-being. You take accountability for our success and thrive in an environment where curiosity is celebrated. If this sounds like you,&nbsp;let’s&nbsp;build something great together.&nbsp;</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="color: rgb(89, 73, 167);">What You’ll Do</span> 🚀&nbsp;</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">📍This position will be located at our Corporate Office: 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027<br><br><strong>*** Please be advised that this is&nbsp;NOT a remote position. The person who fills this role will work&nbsp;in-office. ***</strong><br></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Supports all Member Care Center operational activities. Responsible for delivering coaching and education to Member Care Center Associates. Supports activities of associates engaged in assisting members by telephone, email, and chat services. Conducts quality call monitoring, Member Care Center training, problem solving, administrative reports and monitoring workflow. Assists with, education and development, scheduling, and member service/quality control initiative/requirements.</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Provide support and coordination of daily staff work efforts and floor management when management is unavailable.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Communicates to associates on the delivery of meeting the expectation of our members by responding to them in a timely, efficient and knowledgeable manner.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Supports daily operations of the department to include the development of analysis, QC (Quality Control), mentoring/ scheduling, and recognition programs.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Be available daily and provide associates with guidance on routine problem-solving development/actions. Assist and respond to escalated issues, directly and indirectly demonstrating experience, and judgment and guarantee member satisfaction.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Maintain daily service level with a 10% or less abandon rate.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Recommend changes to improve internal processes and member service to the reporting Supervisors and Digital Operations Manager.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Responsible for delivery of proper telephone etiquette.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Prepares correspondence to members requiring excellent written communication skills.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Assist with associate training and development, inclusive of silent monitoring, quality assurance and cross-selling of all CU products and services.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Assist in developing and maintaining updated training material.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Assist with the monitoring of associate performance and administering evaluations.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Prepare various performance reports as assigned by management.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Demonstrate knowledge of various applicable regulations, procedures and laws effecting retail banking requirements.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Responds to member and associates in use of 3rd party software related to telephone and online banking.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Explains, promotes and cross sells various beneficial credit union products and services to members for established referral/sales goals.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Provides support for Member Care Center phone queue.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Provides support for Virtual Services phone queue and help desk.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Provides members with account balance, activity, and history upon members' request.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Performs account research, account transactions, check withdrawals, transfers, and account maintenance.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Assists with dividend verification, common inquiries, NSF checks, and statement copies.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Provides loan rates.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Performs loan payments, term calculations, and loan payoff information.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Informs members of savings, checking, money market, share certificates, IRA, and club account features and benefits.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Maintains knowledge of Credit Union field of membership.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Assists members with deposit account rates, stop payment orders, copies of share drafts and overdraft line of credit advances.</span></li> </ul> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="color: rgb(0, 64, 83);" data-pasted="true">What You Bring</span><strong><span data-pasted="true"><span style="color: rgb(0, 64, 83);"> </span>🎯<br></span></strong></span></p> <ul type="disc"> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">High school diploma or General Educational Development (GED).</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Associate's degree preferred or equivalent combination of education and experience preferred.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">3 to 5 years of similar or related experience. Requires a minimum of 3 years’ experience in call center/financial institution required</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Call quality experience and Cisco experience preferred.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Demonstrated experience in providing exceptional leadership and customer support in a fast-paced environment. (Medium proficiency)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Excellent written and verbal communication skills; strong problem-solving skills and data analysis abilities. (High proficiency)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Advanced knowledge of Microsoft Office products, including spreadsheets, Outlook, and Word. Excellent interpersonal skills, a high degree of reliability, commitment, teamwork and creative energy to achieve success; excellent time management skills. (High proficiency)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-pasted="true">A passion for people, innovation, and growth.</span></li> </ul> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="color: rgb(89, 73, 167);">Compensation &amp; Benefits </span>🎉</span></p> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Generous paid time off: paid holidays, floating holidays, personal days, vacation days, plus sick time</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Low-cost Medical, Dental &amp; Vision plans&nbsp;</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Paid childcare assistance</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Award-winning 401K</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Gym fee reimbursement&nbsp;</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Tuition Reimbursement&nbsp;</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Student loan repayment</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">...and much more. Explore all the details in our comprehensive&nbsp;<a href="https://flipbooks.digitalpublicationspro.com/oneaz-2026-ebg-rgb-final" target="_blank">Benefits Booklet</a></span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Target hiring range $24.00 / hr - $30.00 / hr (Depending on experience and prior to any incentives this position is eligible for)</span></li> </ul> <p><span style="font-size: 12pt; color: rgb(0, 64, 83); font-family: helvetica, arial, sans-serif;">Why Join OneAZ?&nbsp;</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">At OneAZ,&nbsp;we’re&nbsp;not just a credit union;&nbsp;we’re&nbsp;a financial trailblazer that passionately cares about inspiring dreams and driving prosperity in the communities we serve. We exist to clear the way for dreamers and doers, aspiring to be the bank&nbsp;for new pioneers.&nbsp;</span></p> <p><span style="font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif;">We are driving change in our communities, constantly improving our products and services so our members and their families can relentlessly pursue their dreams. By embodying our values and living our promise, you’ll be part of a team committed to exceeding expectations and redefining what’s possible.</span>&nbsp;</span></p> <p><span style="font-size: 12pt;"><span style="color: rgb(89, 73, 167);">Additional Notes:&nbsp;</span>&nbsp;</span></p> <p>Knowingly submitting false information will result in disqualification for consideration of future positions, termination of employment and forfeiture of other rights. Candidates for this position will be required to sign an authorization for OneAZ to conduct a credit and criminal background check, pursuant to procedures in the Fair Credit Reporting Act and any other applicable laws. All candidates will be considered for this position on an individualized basis, in compliance with all applicable equal employment opportunity laws. Any individual who meets the definition of a mortgage loan originator (MLO) and is employed by a federal agency-regulated institution will need to be registered on the Nationwide Mortgage Licensing System (NMLS). Ensures compliance with applicable policies, laws, and regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) compliance, USA Patriot Act, and Office of Foreign Assets Control (OFAC). This job description should not be considered all-inclusive. It is merely a guide of expected duties. The associate understands that the job description is neither complete, nor permanent and may be modified at any time. At the request of their supervisor, an associate may be asked to perform additional duties or take on additional responsibilities without notice. Complies with all policies and standards. Position grades could fluctuate based on market value.</p> <p>&nbsp;</p>