The Member Care Senior Agent is responsible for coaching, mentoring, and providing support to the Member Care Center. This position supports leadership and staff in order to ensure operational excellence and superior member service is achieved. The qualified candidate must be able to solve escalated member service issues, be competent in overcoming obstacles, able to find creative options and render a sound solution. In addition, they must be able to effectively communicate with team members, others in the company and Delta Community Credit Union members. The Member Care Senior Agent will aid the Assistant Manager(s) in completing regularly recurring or special projects as needed. This position will also provide support to all member contact channels. The Senior Agent may spend an average of 50% of their day handling Member Care calls. Senior Agents must be proficient in all Member Care skills. The successful candidate must be willing to work a full-time schedule with shifts that run from 7 am to 8 pm and may include the potential of evenings, Saturdays, and some holidays. Practices safety conscious behaviors in all operational processes and procedures. Essential Functions: • Ability to spend an average of 50% of the workday handling Member Care calls. • Identify complex member needs, research issues and provide solutions and/or alternatives. • Respond to inquiries on member accounts which may include balance inquiries, transfers, payment processing, open additional accounts for existing memberships, referrals and cross sell products, etc. • Supervise the timely response to secured messages and monitoring call queues. • Assist with generating operational reports. • Maintain strong communication between Management, the contact center and other business partners. • Respond to and resolve escalated member complaints and inquiries. • Strong commitment to teamwork, creative energy and a high degree of reliability. • Provide a consistent, courteous and positive internal and external member service experience. • Lead the team by acting as a role model in performance, conduct and being a subject matter expert. • Flexible with scheduling around the needs of the Contact Center. • Able to follow through with long- and short-term goals. • Assist with the management of daily operational activities, coaching and monitoring day-to-day work of team members. • Aid the Assistant Manager(s) in completing regular recurring or special projects as needed. • Production and quality expectations to include average talk time, hold time, after call work, quality assurance and schedule adherence. • Maintain proficiency in all Member Care skills. Other • This description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. • This job description is subject to change at any time.