Contact Center Team Leader (Includes Selling) jobs in Moline, IL

Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)

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Contact Center Representative
  • R I A FEDERAL CREDIT UNION
  • BETTENDORF, IA OTHER
  • Job Details

    Job Location:    Administration - BETTENDORF, IA
    Position Type:    Full Time
    Salary Range:    Undisclosed

    Description

    Summary/Objective

    At R.I.A. Federal Credit Union, the primary focus of the Contact Center Representative, is to improve the financial well-being of our members.

    This is accomplished through:

    • Relationships: Building relationships is integral to the success of R.I.A. a community credit union, R.I.A.s Service Team will invest the time to get to know members and take care of their needs while finding opportunities to improve their financial well-being.
    • Integrity: In an era of big banks and big data, operating with integrity is becoming a more difficult trait to find in a financial institution. An R.I.A. Service Team member is committed to handling members finances and data in a manner that is ethical, transparent, and professional.
    • Action: Not content with business as usual, R.I.A. is action oriented. From helping a member solve a financial challenge to positively impacting the community through volunteering and sponsorships, R.I.A. is motivated to action.

    Essential Functions

    Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions:

    1. Learn and Educate: The Service Team must maintain high levels of product/service knowledge so in turn they can educate members and prospective members on R.I.A.s products and services. Our Service Team is expected to maintain a high level of knowledge and attend continuing education as required.
    2. Interact: The Service Team interacts with members and prospective members specific to deposit and loan accounts. Since these interactions can be over the phone/chat/text; creating a pleasant experience for R.I.A. members is vital. Our Service Team must also maintain on-going communication with supervisor and fellow employees in a professional and courteous way. Attend meetings as required.
    3. Perform: The Service Team will perform banking transactions including but not limited to loan payments, transfers, changes to accounts, complete and return deposit verification and credit inquiries and various other financial transactions. Assist in routine member service functions such as blue book prices, stop payments, statements, copies, etc. Our Service Team also assists in filing confidential documents, statement problems, discrepancies, and member complaints.
    4. Uncover and Refer: As a not-for-profit financial institution, we have a responsibility to uncover opportunities to improve the financial well-being of those with whom we interact. The most important characteristic of a successful Service Team member is the ability to find these opportunities and convert them into success for our members. Should opportunities arise to help a member with an additional product or service, the Service Team member should refer this to the respective teams to act.
    5. Compliance: A strong understanding and adherence to Philosophies/Laws/ Policies/Procedures is a requirement for success as a Service Team member at R.I.A. Federal Credit Union. Maintain and enforce maximum security over valuables on hand and premises according to security rules/philosophies/policies/laws/procedures. Follow safety and security rules/philosophies/policies /laws/procedures. Ensuring that all information and transactions regarding members, co-workers and other credit union business are kept confidential. Protect and respect credit union equipment, property and supplies. Maintain the security of your work area and keep it organized and neat in appearance.

    Competencies

    • Business Acumen; Ability to Type and Use a Calculator
    • Confidentiality
    • Financial Acumen
    • Strong Analytical Skills
    • Respectful
    • Cooperative/Teamwork/Collaboration
    • Can learn and evolve
    • Trustworthy
    • Action Orientated
    • Strong Ethical Practices and Integrity
    • Adaptable
    • Listens Well
    • Attention to detail, Accuracy and Solid Organizational Skills
    • Strong Written and Verbal/Oral Communication Skills in English; Ability to follow and give oral and written instructions; including listening carefully, comprehending quickly and relaying accurate information or instruction
    • Takes Initiative; Problem Solves; Ability to Multi-Task
    • Dependable and Dedicated
    • Relates Well to all Stakeholders (Members and Employees at All Levels); Relationship-Builder; Exceptional Customer Service

    Supervisory Responsibility
    No supervisory responsibilities.

    Physical Demands

    While performing the duties of this job, the employee is regularly required to spend considerable time sitting at a desk, complete work using a computer, regularly answer phone calls, and interact with employees at all levels of the organization. The employee will occasionally lift and move up to 25 pounds.

    Type/Expected Hours of Work

    This is a full-time position. While normal hours of work and days for R.I.A. Federal Credit Union are Monday through Thursday, 8:00 a.m. to 5:00 p.m., Friday, 8:00 a.m. to 6:00 p.m., and Saturday 8:00 a.m. to 12:00 p.m., hours for this position reflect branch attendance, but may vary based on job related requirements.

    Travel

    Less than 10% travel is expected for this position; some local travel in the Quad City area.

    Required Education and Experience

    1. High School graduate or GED, required.
    2. Two years secondary education in related field or equivalent work experience, preferred.
    3. Experience in customer service, banking, and electronics, preferred.

    EEO Statement

    R.I.A. Federal Credit Union believes in equal employment opportunity for all employees and applicants for employment. Our companys success depends on the effective utilization of qualified individuals regardless of their race, creed, color, religion, sexual orientation, age, ancestry, national origin, disability, military or veteran status or any other characteristic protected by law. We will not discriminate on the basis of these characteristics in a personnel action including, but not limited to, hiring, training, promotions, transfers, demotions, benefits, compensation, discipline, termination and any other conditions or privileges of employment.

    Other Duties

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time to adjust and adapt to the changing needs of the business.

    Qualifications


  • 21 Days Ago

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Contact Center Agent (44705)
  • Palmer Group
  • Moline, IL FULL_TIME
  • A rapidly growing organization in the Quad Cities is seeking full-time Contact Center Agents. This could be your role if you are looking for an opportunity with excellent benefits in a positive work e...
  • 1 Day Ago

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Team Leader
  • Panchero's Mexican Grill
  • Moline, IL FULL_TIME
  • Panchero's - NOW HIRING TEAM LEADS Panchero's Mexican Grill is looking for friendly and enthusiastic people to join the team! You will have the opportunity to be part of a positive and fun culture whi...
  • 1 Day Ago

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Team Leader
  • McAlister's Deli
  • Moline, IL FULL_TIME
  • Position Overview: The Team Leader contributes to the success of the company through assisting in the daily operations of the restaurant. The Team Leader’s responsibility is to assist in directing the...
  • 13 Days Ago

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Key Team Leader
  • Dunhams Sports
  • Galesburg, IL OTHER
  • Overview LOVE TO TALK SPORTS? Dunham’s Sports, one of the largest full-line sporting goods chains in the U.S., was founded in 1937 as Dunham’s Bait & Tackle. Today we have over 240 stores in over 20 M...
  • 20 Days Ago

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Senior Team Leader - Engineering
  • MSA Professional Services, Inc.
  • Bettendorf, IA OTHER
  • Overview MSA has an exciting opportunity for a Senior Team Leader - Engineering at our Bettendorf, IA office! This person will provide management to a high performing municipal engineering team on our...
  • 21 Days Ago

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0 Contact Center Team Leader (Includes Selling) jobs found in Moline, IL area

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Customer Sales & Service Representative I
  • Mediacom Communications Corporation
  • Quad Cities, IL
  • Position: Customer Sales & Service Representative I Who we are: Since 1995, Mediacom Communications has become a coast-t...
  • 3/28/2024 12:00:00 AM

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EB-5 Associate Investor Relations Manager
  • CMB Regional Centers
  • Rock Island, IL
  • CMB Regional Centers (CMB), the #1 regional center in the EB-5 industry with over twenty-five years' experience, is sear...
  • 3/28/2024 12:00:00 AM

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Bed Placement and Staffing Facilitator
  • UnityPoint Health
  • Rock Island, IL
  • Overview: Bed Placement Coordinator Fulltime FTE 1.0 Hours 1PM to 9:30PM (Monday - Friday) Shift Differentials: Base + 1...
  • 3/28/2024 12:00:00 AM

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Senior Imaging Technologist/Imaging Technologist - UICC Quad Cities Urgent Care (60%) ($5,000 Sign-on Incentive) - For Hires New to UI
  • University of Iowa
  • Bettendorf, IA
  • The University of Iowa Community Clinics intends to hire for two positions at either the Imaging Technologist classifica...
  • 3/28/2024 12:00:00 AM

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Customer Service Representative
  • Dohrn Transfer Co.
  • Rock Island, IL
  • Requisition Number: 2022-0130-CORP-DRN Job Title: Customer Service Representative City: Rock Island State: IL Pay Scale:...
  • 3/27/2024 12:00:00 AM

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Internal Medicine - Physician - Bettendorf, IA
  • UnityPoint Health
  • Bettendorf, IA
  • UnityPoint Clinic is actively recruiting for an Internal Medicine Physician to join our team in Bettendorf, IA. Choose a...
  • 3/26/2024 12:00:00 AM

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Customer Service Representative - Quad Cities
  • RK Management Consultants, Inc. (RKMC)
  • Moline, IL
  • Job Duties: The Enterprise Contact Center team provides front-line technical support / information / solutions to custom...
  • 3/24/2024 12:00:00 AM

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Finance Manager (Remote)
  • IH Mississippi Valley Credit Union
  • Moline, IL
  • IH Mississippi Valley Credit Union is seeking a Finance Manager to join the team! This department is based out of our Co...
  • 3/24/2024 12:00:00 AM

Moline (/moʊˈliːn/ moh-LEEN) is a city located in Rock Island County, Illinois, United States. With a population of 43,977 in 2010, it is the largest city in Rock Island County. Moline is one of the Quad Cities, along with neighboring East Moline and Rock Island in Illinois and the cities of Davenport and Bettendorf in Iowa. The Quad Cities have an estimated population of 381,342. The city is the ninth-most populated city in Illinois outside the Chicago Metropolitan Area. The corporate headquarters of Deere & Company is located in Moline, as was Montgomery Elevator, which was founded and head...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Team Leader (Includes Selling) jobs
$62,586 to $86,890
Moline, Illinois area prices
were up 1.3% from a year ago