Member Care Center Team Lead (Credit Union)

Location: Onsite at the Corporate Office, 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027, United States. This is not a remote position.

Target hiring range: $24.00–$30.00 per hour, depending on experience and before eligible incentives.

Company

hirify.global provides member-focused financial services and supports communities through banking products, services, and financial education.

What you will do

• Support daily Member Care Center operations, staff coordination, floor management, scheduling, and workflow monitoring.
• Coach, mentor, train, and educate Member Care Center Associates, including call monitoring, quality assurance, evaluations, and updated training materials.
• Handle escalated member and associate issues, provide problem-solving guidance, and maintain service quality with an abandon rate of 10% or less.
• Prepare performance reports, conduct quality control and data analysis, and recommend improvements to internal processes and member service.
• Support phone queues and virtual service help desk operations across telephone, email, and chat channels.
• Assist members with account research, transactions, transfers, withdrawals, loan payments, rates, payoff information, and credit union products and services.

Requirements

• High school diploma or GED.
• At least 3 years of experience in a call center or financial institution; 3–5 years of similar or related experience preferred.
• Demonstrated leadership and customer support experience in a fast-paced environment.
• Excellent written and verbal communication, problem-solving, data analysis, interpersonal, and time management skills.
• Advanced knowledge of Microsoft Office, including spreadsheets, Outlook, and Word.
• Knowledge of retail banking regulations, procedures, and applicable laws, including BSA, AML, the USA PATRIOT Act, and OFAC requirements.

Nice to have

• Associate degree or equivalent combination of education and experience.
• Call quality monitoring experience.
• Cisco experience.

Culture & Benefits

• Paid holidays, floating holidays, personal days, vacation days, and sick time.
• Low-cost medical, dental, and vision plans.
• Paid childcare assistance and gym fee reimbursement.
• Award-winning 401(k), tuition reimbursement, and student loan repayment.
• Work focused on member service, community prosperity, innovation, and continuous improvement.

Hiring process

• Employment is subject to individualized consideration and applicable employment laws.
• Selected candidates must authorize credit and criminal background checks.