Contact Center Lead

Contact Center Vacaville, California


Schedule: M-F 10:30am-7:15pm, 40 hours/week 

Job Description:

Summary:  The Travis Credit Union (TCU) Contact Center is responsible for professionally managing member service inquiries via inbound calls, emails and live-chats in a high volume customer service environment. TCU Contact Center Representatives actively understand the value of a great member experience while expanding existing member relationships by identifying opportunities for additional credit union products and services.  



  • Provides world-class member support through all member support channels with a focus on first-contact-resolution and problem solving for account inquiries.
  • Identifies opportunities to deepen the member relationship by promoting and educating members around new products and services based on the member contact reason.
  • Based on experience, manages product/service inquiries of a more complex nature, i.e. Certificates, Individual Retirement Accounts, etc.
  • Follows up on member inquiries that are not immediately resolved.
  • Follows proper Contact Center policies and procedures when handling different topics. Suggests improvements and changes to processes and policies to improve productivity and members’ experience.
  • Uses proven decision-making skills when handling exceptions to policies or procedures within assigned authority.
  • Properly identifies, researches and resolves issues using multiple software applications.
  • Participates in ongoing training programs and maintains up-to-date information and working knowledge of all credit union products, services and promotions.
  • Coaches, mentors, and/or trains less experienced senior representatives, as needed.


Not all functions/tasks are listed above; however those listed are considered essential.

Required Skills:
  • Passionate about helping people, able to learn quickly and acquire the knowledge to assist members accurately.
  • Must be detail-oriented with above average active listening skills.
  • Proficient in MS Office products (Word, Excel, Outlook).
  • Strong interpersonal and professional written and verbal communication skills to handle inquiries and issues with tact and diplomacy.
  • Ability to interact with diverse groups of people and be a team player.
  • Ability to work in a fast-paced, team-oriented environment. Efficiently organize work priorities and accurately complete multiple tasks within strict timeframes with minimal supervision.
  • Ability to navigate multiple interdependent systems and tools.
  • Highly skilled at researching and effectively resolving issues in a timely manner.
  • Understands the requirements of the Bank Secrecy Act and ensures compliance 
Reporting and Required Experience:
  • Reports directly to assigned Supervisor/Manager, Contact Center.
  • This position has no supervisory responsibilities.
  • HS Diploma or equivalent.
  • Minimum 4 years credit union/banking customer service experience and/or inbound call center experience.
  • Minimum 1 year of developmental/mentorship coaching experience.

Starting salary is commensurate with experience. In addition to our competitive benefits, this opportunity with Travis Credit Union has a range of: 

  • Grade 10: $23.40/hour - $28.91/hour