Online Chat Team Lead (Baton Rouge, LA)

The role of the Online Chat Team Lead is responsible for maintaining the daily operations and the performance standards of an assigned team while performing a variety of digital service-related activities. Promotes increasing production and excellent member service consistent with the credit union's mission of enhancing membership by providing safe, competitive, and economically sound products. The ideal candidate is a go-getter who thrives in a fast-paced environment and has a passion for serving others. Proficiency in Microsoft Office Products and knowledge of digital banking are a must! They should be comfortable working independently and as a contributing member of a team. Meeting deadlines and attention to detail are critical pieces of this position. Our Online Chat Team Lead must embody Pelican’s Core Values and provide excellent service in all that they do.    

A Day in the Life of an Online Chat Team Lead INCLUDES:

• Processing all transactions accurately. This includes, but is not limited to account maintenance, transfers, loan payments, verifying transaction history, properly identifying members, stop payments, and membership and deposit account applications when applicable.
• Ensuring the Digital Services Team achieves the minimum membership completion rate, is logged into the digital services phone queue, and is available to take calls and answer digital correspondence to effectively support the goals of the organization without compromising the member experience.
• Assisting team members with escalated member contacts, membership queues, and assisting with team member questions, etc.
• Assisting with training of new employees and cross-training other employees in the position responsibilities and functions.
• Maintaining a highly developed knowledge level of all products to effectively respond to member inquiries and troubleshoot member and team challenges.

Online Chat Team Lead Skills and qualifications include:

• A high school education or GED.
• 2 years of experience to include prior call center and financial institution experience.
• Excellent oral, written, and telephone communication skills.
• Strong problem-solving, attention to detail, and member service skills.
• Proficiency in Microsoft Office products, especially Excel.

Other things you may want to know about this position:

• Work Schedule
  • Monday – Friday
    • 8:00 AM – 5:00 PM
• Travel
  • Travel is rarely necessary for this position.
• Work Site Location
  • All work will be performed at our beautiful Corporate Campus located at 2675 O’Neal Lane in Baton Rouge, LA.

Why should you join the Pelican team?

Since 1956, Pelican State Credit Union has been providing financial services to individuals and their families throughout the state of Louisiana. We've since grown into the largest state-chartered credit union in Louisiana now serving over 68,000 members nationwide. Because of our continued growth, Pelican State Credit Union is searching for new team members who embrace our Core Values and have a desire to positively contribute to our culture.

Our culture is grounded in faith, and we strive to live the golden rule of ‘love thy neighbor’. We are dedicated to creating, promoting, and nurturing a safe and inclusive work environment, and we expect the same from each of our employees. We value diverse talents and welcome individuals with unique backgrounds, working styles, and skill sets. We believe that our differences make us a better team by allowing us to make better decisions, be more innovative, and better serve our members and communities.

Our full-time employees enjoy amazing benefits including:

• Medical, Dental, and Vision Insurance with generous employer premium contributions
• Health Savings Account with employer contributions for eligible employees
• Employer-Paid Group Life Insurance
• Voluntary Dependent Life Insurance
• Paid Vacation & Sick Leave
• 15 Paid Holidays, including a Cultural Floating Holiday
• 401K Plan with a 5% discretionary profit share contribution, plus a dollar-for-dollar match of up to 5%
• Paid Time Off to volunteer with approved non-profits and charities

Pelican State Credit Union is an Equal Opportunity Employer.  All Credit Union campuses are tobacco and vape-free.