Full-Time
Senior Member Services Team Lead
Updated on 8/26/2026
Georgia's Own Credit Union
201-500 employees
Credit union offering savings and loans
No salary listed
Remote in USA
Hybrid
Flexible hybrid arrangement with in-office collaboration and remote work.
 Customer Experience & Support (1) |
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- A high school diploma or equivalent is required.
- One to two years of experience at Georgia’s Own, preferably in the Member Services call center, is required.
- Previous supervisory experience is highly recommended.
- Ability to use a phone, personal computer, keyboard, and calculator, with the hand coordination needed to complete forms, is required.
- Basic sales skills are required.
- Strong math skills are required.
- Strong communication skills are required.
- Good organizational skills are required.
- Ability to work in a team environment is required.
- Ability to handle member reactions in adverse situations is required.
- Ability to be supportive, calming, and instructional is highly recommended.
- Ability to communicate face to face or through technology, with or without reasonable accommodation, is required.
- Ability to sit and stand for varying periods and lift or push up to 10 pounds is required.
- Clerical office duties using various forms of technology are required.
- Employees with lending responsibilities must comply with the Secure and Fair Enforcement for Mortgage Licensing Act requirements and keep National Mortgage Licensing System and Registry registration current.
- Support Member Services Representatives by answering questions, determining additional training needs, processing wire requests, and completing Tier 2, Support Team, and escalated requests.
- Mentor and coach assigned Member Services Representatives to improve service and sales skills and increase productivity.
- Review daily individual performance reports and meet with assigned representatives to address deficiencies and suggest improvements.
- Engage daily with assigned representatives during desk walk-arounds and perform side-by-side coaching as needed.
- Collaborate with other Team Leads to meet departmental goals and discuss obstacles, learning curves, and new procedures.
- Facilitate team huddles based on weekly Team Lead meetings.
- Monitor the phone queue and optimize team effectiveness.
- Inform the department about peak call volume.
- Handle complicated and extended calls from representatives when necessary.
- Sign into the queue and handle Member Services calls during peak times.
- Complete timesheets and monitor and track paid time off, unscheduled time off, and tardiness for the assigned team.
- Answer inbound Member Services calls as needed.
- Collect end-of-day work for the department during the Team Lead’s assigned late week.
- Perform other duties assigned by the Member Services Operations Manager or the Member Services Sales and Service Manager.
- Comply with Credit Union policies and procedures.
- Previous supervisory experience.
- Experience in Georgia’s Own Member Services call center.
- Ability to be supportive, calming, and instructional.
Georgia's Own Credit Union is a member-owned financial cooperative offering savings, checking, CDs, IRAs, auto and personal loans, mortgages, credit cards, and online/mobile banking. Members open accounts and use services through branches, shared branches, and digital platforms; loans and mortgages are funded for members with favorable terms, and online/mobile tools let users view balances, transfer funds, pay bills, and apply for loans. It differentiates itself with over $4 billion in assets, a field of membership spanning 430 sponsor companies, broad geographic reach across Georgia, and extensive shared branching, all supported by a not-for-profit, people-helping-people model. Its goal is to provide competitive financial products, high-quality service, and convenient access to tools that help members reach their financial goals and support their communities.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
Atlanta, Georgia
Founded
N/A
Get referred to Georgia's Own Credit Union
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Simplify's Take
What believers are saying
- April 2026 VantageScore 4.0 adoption reduced underwriting costs and broadened borrower evaluation.
- Provision IAM's June 2026 board seat expands influence in identity governance software.
- The 2025 annual report showed $10.3 million net income and steady $3.7 billion deposits.
What critics are saying
- July 1, 2026 service changes hit nine branches, signaling shrinking in-person delivery.
- BBB logged 81 complaints over three years, including 25 closures in the last 12 months.
- High competition from fintech-like credit scoring vendors compresses margins and commoditizes lending workflows.
What makes Georgia's Own Credit Union unique
- Georgia's Own posted $4.38B assets and 241,630 members in 2025.
- Its June 2026 Provision IAM investment tied it directly to credit-union compliance automation.
- Equifax said Georgia's Own adopted VantageScore 4.0 in April 2026, cutting scoring costs.
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Remote Work Options
Hybrid Work Options
Company News
Reset, an earned wage access platform for credit unions and community banks, has raised $6 million in seed funding, bringing total capital raised to over $8 million. More than two-thirds of the round came from credit union customers, including Georgia's Own Credit Union, InTouch Credit Union, Chartway Credit Union, VyStar Credit Union and One Washington Financial. The platform embeds into financial institutions' technology stacks, allowing members to access earned wages daily through a credit union-issued card. Reset cardholders show a 27% increase in deposits, maintain checking balances 36% higher than previous levels and generate 20% more credit interchange revenue for their institutions. The company will use the funding to expand sales capacity, deepen product development and accelerate deployments. Reset was recently named to Filene Research Institute's FiLab programme and is piloting with six credit unions representing 1.2 million members.
Provision IAM, a provider of identity and access management platforms for credit unions and community financial institutions, has secured strategic investments from two credit unions. Georgia's Own Holdings invested $1 million, whilst InTouch Credit Union invested $250,000. Representatives from both credit unions will join Provision IAM's newly established Customer Advisory Board, with Georgia's Own also participating at board level. The investments reflect growing industry focus on identity governance, audit readiness and compliance automation as operational priorities. Georgia's Own Credit Union was already using Provision IAM's platform before investing. The company's SaaS-based platform automates policy management, audit reporting and access reviews for financial institutions. Provision IAM currently supports over 50 financial institutions nationwide and is engaging with additional credit unions for its advisory board.
The Red Cross of Georgia has partnered with Georgia's Own Credit Union to mark Giving Day.
Feed the Hungry partnered up with Georgia's Own Credit Union to giveaway more than 600 meal kits.
Jack Henry has launched a real-time, artificial intelligence (AI)-based fraud mitigation feature. The new Payrailz Fraud Monitor, which joins the FinTech company’s Payrailz Digital Payments Platform, supports multiple payment types and detects fraud when payment transactions are initiated, Jack Henry said in a Tuesday (June 20) press release. “We’re excited to offer Fraud Monitor to our clients and empower them with a sophisticated, AI-driven feature that scores 100% of P2P [person-to-person], A2A [account-to-account] and bill payments in real time,” Jack Henry President of Payment Solutions Tede Forman said in the release. “The ability to leverage transaction attributes, user profiles and atypical behavior patterns uniquely balances the ability to immediately detect and prevent fraudulent transactions with a frictionless payments experience.”