Job Details

Job Type

Full-time

Description

Are you passionate about coaching others, delivering exceptional member experiences, and helping a team thrive in a fast-paced virtual environment? Atlantic Federal Credit Union is seeking a Virtual Member Service Representative TeamLead who will play a key role in driving daily operational success, elevating team performance, and supporting our mission to improve our members' financial quality of life.

As the Lead, you'll oversee daily virtual operations, provide in-the-moment coaching, support escalated member needs, and ensure our team delivers service excellence with every interaction. If you're a natural leader who enjoys problem-solving, mentoring others, and navigating complex member requests, this is an exciting opportunity to grow your leadership impact.

What You'll Do:

Operational Excellence

• Oversee day-to-day operations for the virtual MSR team, including video banking and video teller support.
• Foster a collaborative, positive team environment with professional guidance and consistent coaching.
• Encourage independent thinking and sound problem-solving aligned with policies and procedures.
• Partner closely with other MSR Leads to navigate complex member service challenges.

• Train new hires and provide real-time coaching to all MSRs on operations, procedures, service standards, and member interactions.
• Conduct monthly Virtual MSR experience observations to support continuous growth.
• Serve as the first point of contact for escalated member situations.
• Assist staff with complex transactions and member-impacting requests.

• Support the Manager in coaching the team to embed sales and service conversations into daily interactions.
• Help the team meet monthly sales goals by recommending products and services that enhance the member's financial well-being.
• Champion Atlantic initiatives designed to improve the member experience.

• Member Service Excellence: Anticipates and responds to member needs in alignment with our Mission, Values, and Service Standards.
• Collaboration: Builds strong partnerships across the credit union and with external partners.
• Communication: Demonstrates clear, respectful verbal and written communication.
• Creative & Forward Thinking: Brings fresh ideas and anticipates future needs or challenges.
• Problem Solving: Independently resolves issues while maintaining compliance.
• Teamwork: Actively unites and motivates the team toward shared goals.
• Risk Awareness: Identifies, evaluates, and minimizes risks to members, staff, and the organization.
• Leadership: Leads by example and contributes to a healthy, inclusive team culture.

• Experience: 3-5 years of related experience in member service, financial services, or similar roles.
• Education: A two-year degree or Completion of a specialized certification/training program or Relevant job-specific skills gained through workplace training or apprenticeships.
• Interpersonal Skills: Strong relationship-building, influencing, and training abilities; comfortable handling sensitive or challenging interactions.
• Technical Skills: Proficiency in MS Office and core processing systems; strong communication skills.
• Team Leadership: Ability to motivate and influence others, foster cooperation, and maintain professional relationships across teams.