Member Services (Call Center) Supervisor

POSITION PURPOSE

The overarching objective for this position is to ensure that Neighborhood Credit Union is providing an excellent member experience by responding promptly and accurately to members concerns and offering additional products and services that will enhance their financial wellbeing. The Member Services Supervisor will serve as a support to the team and is responsible for assisting the Call Center Leadership with daily and routine duties including but not limited to monitoring Call Center Call Suite for agent adherence; providing security overrides for financial transactions; reviewing and approving checks and outgoing correspondence; assisting, training, and mentoring Member Service trainees and providing feedback to Leadership. Troubleshooting office equipment failures or user errors and placing service calls to vendor as needed. Assists other agents with complex service requests; participates and collaborates with other Teams.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1.  Assumes responsibility for the effective and timely performance of assigned functions.

• Provides an exemplary member experience by demonstrating caring, knowledge, professionalism, accuracy, and necessary follow-up when managing a member’s concern or request.
• Assists in managing the Call Center daily activities as needed or tasked.
• Coaches to monthly Key Performance Indicator (MAPS) with Call Center associates and provides feedback pertaining to performance goals and quality assurance goals.
• Performs daily/weekly Q&A calls reviews and provides quality scores and feedback to associates.
• Conducts Q&A calibration sessions as needed to ensure overall department consistency.
• Troubleshoots, reports, and resolves issues that impact members not having access to digital platforms, debit cards and other vital services.
• Engages in learning activities that promote job expertise and outstanding service delivery.
• Provides general and operational information that will help members to successfully utilize the programs, products and services offered to enhance their financial well-being.
• Performs routine maintenance updates to accounts as authorized by member or Credit Union.
• Maintains adherence and compliance to all laws, rules, regulations, and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, Regulation E and the Privacy Act.

2.  Assumes responsibility for establishing and maintaining professional business relations with members, other financial institutions, and merchants.

• Accurately completes daily/weekly/monthly activity tracking and statistical reporting.
• Keeps supervisor or leader informed of area activities and significant concerns.
• Attends and participates in meetings as required or requested. Conducts short Team Huddles.
• Serves as a liaison representing the needs of Neighborhood Credit Union to maintain and enhance a vendor/partner relationship.

3.  Assumes responsibility for establishing and maintaining effective coordination and working relations with Company personnel and with management.

• Maintains effective communications and professionalism when interacting with colleagues and management.
• Is adaptable, coachable, and teachable.
• Takes ownership of situations and is accountable for actions and decisions.
• Ensures understanding by asking appropriate questions and conducting research, when requesting assistance from others.

4.  Assumes responsibility for related duties as required or assigned.

• Willingly assists other departments as necessary to provide excellent member experience.
• Actively and effectively offers additional products and services to enhance members’ financial well-being.
• Documents interactions with members in appropriate portal(s).
• Keeps the work area clean, secure, and well maintained.

PERFORMANCE MEASUREMENTS

1. Adheres to Neighborhood Credit Union’s WE CARE service standards.
2. Adheres to Neighborhood Credit Union’s policies and procedures.
3. Maintains and projects Neighborhood Credit Union’s professional reputation and promotes our brand.
4. Contributes to the overall success of the team.

QUALIFICATIONS

Education/Certification:       

• High school graduate or equivalent.

 Required Knowledge:             

• General knowledge of credit union policies, and procedures.
• General knowledge of online and mobile banking platforms.
• General knowledge of digital services and applications. 
• General banking knowledge.

Experience Required:              

• Three to five years of related experience.

Skills/Abilities:                            

• Excellent oral and written communication and public relations skills.
• Ability to analyze accounts.
•  Attentive to detail.
• Well organized.
• Ability to manage the demands of the job.
• Ability to assist others.
• Able to use 10-key, PC, telephone, and other related business equipment and application software and platforms.