Senior Member Services Team Lead

Georgia's Own Credit Union

Member Services Team Lead coaching call-center representatives at Georgia’s Own Credit Union. Monitoring performance, call queues, training, member requests, and departmental service goals.

Posted 8/10/2026full-time🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and mentoring capabilities while effectively managing team performance and productivity in a Member Services environment. Proficient in communication, organizational skills, and compliance with Credit Union policies.

Highest-signal resume keywords

Team LeadershipCoaching and MentoringPerformance MonitoringMember Services ExperienceCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Basic Sales SkillsStrong Math SkillsClerical Office DutiesPC ProficiencyKeyboard ProficiencyCalculator Proficiency

Soft Skills

Organizational SkillsTeamworkSupportive and Calming Attitude

Certifications & Qualifications

NMLS Registration

Industry Keywords

Member ServicesCredit Union PoliciesSAFE Act Compliance

About the role

Key responsibilities & impact

Lead an assigned team of Member Services Representatives
Provide ongoing training, coaching, and mentoring
Monitor employees’ daily productivity and attendance
Monitor call volume and proactively maximize call handling
Answer representatives’ questions and identify additional training needs
Take wire requests, contact members, complete wire forms, obtain signed forms, and send forms for processing
Complete daily Tier 2, Support Team email, and escalated requests
Review daily performance reports and address deficiencies with improvement suggestions
Engage with representatives during daily desk walk-arounds
Perform side-by-side coaching
Collaborate with other Team Leads to meet departmental goals
Meet weekly to discuss obstacles, learning curves, and new procedures
Facilitate team huddles
Monitor the phone queue and optimize team effectiveness
Handle complicated or extended calls and take Member Services calls during peak times
Track timesheets, PTO, unscheduled time off, and tardiness
Answer inbound Member Services calls as needed
Collect end-of-day departmental work
Perform other duties assigned by management
Comply with Credit Union policies and procedures

Requirements

What you’ll need

High school diploma or equivalent
One to two years of experience at Georgia’s Own, preferably in the Member Services call center
Previous supervisory experience highly recommended
Ability to use a phone with good hearing and speaking abilities
PC, keyboard, and calculator proficiency with good hand coordination
Basic sales skills
Strong math skills
Strong communication skills
Good organizational skills
Ability to work in a team environment
Ability to deal with member reactions in adverse situations
Ability to be supportive, calming, and instructional
Ability to communicate face to face or through technology, with or without reasonable accommodation
Ability to sit and stand for various increments of time
Ability to lift/push up to 10 lbs
Clerical office duties using various forms of technology
Positions with lending responsibilities must comply with SAFE Act requirements and maintain current NMLS registration

Benefits

Comp & perks

Flexible hybrid work arrangement
Remote work tools and technology for seamless productivity
Equal opportunity employment
Reasonable accommodations for individuals with disabilities