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Customer Support Lead Representative at Cuna Mutual Group

The Customer Support Lead Representative is primarily responsible for successfully assisting customers and consumers in support with both a proactive and reactive support strategy. This will be achieved by working directly with customers and cross functionally with internal teams to identify and resolve issues that impede the product process.

The focus of this key support position is on producing high quality, detailed work, based on established standards, guidelines, and procedures, while keeping customer satisfaction top of mind. Precise, consistent work output is essential. This role is responsible for providing the highest quality of service to all customers and consumers; promptly addressing customer/consumer concerns and/or escalating to leadership when appropriate. This role is a player-coach role that will help to build a support strategy and assist the Customer Support Manager build the support team through pilot and pre-scale phases.  This role will partner closely with the Customer Support Manager, working as a lead for the Customer Support team, to ensure that the support processes provided are exceptionally executed.  

Job Responsibilities:

  • Provide the highest quality of service to all customers; promptly address customer concerns and/or escalate to leadership when appropriate
  • Consistently meet and exceed the high standards of accuracy and quality expected in customer interactions
  • Provide best in class support, delivering both direct support to customers and consumers including but not limited to phone and email contact as well as acting as an escalation point for junior members of the customer support team
  • Own assigned support tickets
  • Assist the Customer Support Manager with developing effective customer support procedures, policies and standards
  • Maintain and design call scripts
  • Maintain customer facing help documentation and support process documentation within the knowledge management database
  • Regularly measure and report on customer satisfaction. Work directly with the Customer Support Manager to develop strategies to meet or exceed Company satisfaction goals
  • Contribute to refining and maintaining the systems and guidelines that support customers using our technology
  • Offer development suggestions to leadership by tracking common ticket issues
  • Track and report bugs to engineering
  • Train new customer support representatives
  • Ensure staff are adequately prepared to support products by developing, planning and implementing training processes and programs.
  • Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders.
  • Participates in special projects as assigned by manager
  • Coordinates with other departments (Production Support, QA) to ensure that performance targets are met
  • Informs team of changes, potential changes and other pertinent information affecting the team
  • Leads a regular team huddle, and maximizes the effectiveness of the huddle board and each huddle meeting to communicate, energize and coach his/her team
  • Plans, coordinates and conducts meetings to discuss operational procedures and provide on-going training to the team as needed

Job Requirements:

  • Associates degree in Business or related field
  • 5+ years of experience in a customer facing organization
  • Prior Financial Institution or credit union lending or customer experience preferred
  • Experience working with teams to identify defects by thoroughly documenting steps to reproduce
  • Clear written and verbal communication skills
  • Excellent customer support ethos
  • Phenomenal phone presence, friendly, and helpful
  • Excellent time management
  • Comfortable under pressure
  • Problem solver
  • Collaborative team player
  • Process oriented mindset

#LI-CH

CUNA Mutual Group’s insurance, retirement and investment products provide financial security and protection to credit unions and their members worldwide. As a dynamic and growing company, we strive to create a culture of performance, high standards and defined values. In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded.

Please provide your Work Experience and Education or attach a copy of your resume.  Applications received without this information may be removed from consideration.

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