Service Supervisor (Call Center)

*This position will work a hybrid schedule following an initial 100% on-site training period.*

“We have an excellent opportunity in our Member Solutions Center for a Service Supervisor to join our team!”

Our vision is to be the best financial institution our members can choose and the best place our employees have ever worked, which means you will have real meaningful opportunities for personal growth. If you are looking for a different kind of career experience, doing work you can be proud of in an environment where you feel recognized, valued, and included…you belong here! 

We are committed to creating a community where differences are celebrated, and individuals can bring their full selves to Advantis. These commitments are key to fulfilling our ultimate mission of building a culture of belonging for all within the Advantis community. To learn more about inclusion at Advantis, please visit our website.  

The MSC Service Supervisor is responsible for the management of day-to-day operations, supervision, employee development, and performance management of their assigned MSC Service team. The Supervisor mentors and coaches employees, provides timely feedback and performance reviews, and assists employees with questions and escalated calls. The Supervisor develops team members to be strong problem solvers, deliver exceptional service, and expand member relationships.

Primary Responsibilities: 

• Oversees an assigned team of MSC employees in the daily operations of the department; including schedules and real-time workflow adjustments to ensure service level goals are attained.
• Continually seeks ways to improve department operations, productivity and to meet established individual and organizational sales and service goals with minimal supervision.
• Maintains expertise in product knowledge, services, operations, policies, and procedures. Acts as an in-depth resource for staff and ensures compliance requirements are met.
• Performs regular interaction quality monitoring and coaches team members for improved service and efficiency.
• Reviews and approves wire requests, exceptions to policy, check holds, fee refund/waivers and provides overrides. Uses sound judgment and weighs risk to determine best overall outcome.
• Compiles and analyzes key performance data to assist with employee coaching and monitoring progress towards meeting goals.

Qualifications

Must Haves:

• Associate’ degree in related field, or equivalent combination of education and relevant experience required. Bachelor’s degree preferred.
• 4+ years financial institution OR contact center experience in a supervisor capacity required.
• Demonstrated strong leadership skills with an ability to develop employees.
• Excellent team building and problem-solving skills.
• Ability to handle escalated situations effectively and help others remain calm
• Excellent organizational skills to set and manage multiple priorities and meet deadlines.
• Excellent interpersonal and communication skills (written and oral) to communicate ideas effectively at all organizational levels. 
• Ability to act independently with minimum supervision, exercising sound judgment in all decisions.
• Ability to exercise judgment, initiative, and tact in dealing with members and staff.
• Proficient in use of personal computer, particularly Microsoft Word and Excel.  Proficient in use of credit union’s computer systems for member account management.  Must be technology savvy, with the ability to learn new software applications quickly.
• Thorough knowledge of all Credit Union operational policies and procedures, as well as all applicable state and federal regulations.  Possesses a general understanding of operations risk, compliance, fraud, loss.
• Flexibility to deal with unexpected events and attend meetings and events that may occur outside of regularly scheduled work hours. 
• Hours are 9:15 a.m. to 6:15 p.m., Monday through Friday.  May cover as early as 7:45 a.m. on occasion.

We offer a generous benefits package for you. For more on our benefits, please visit our Benefits Page. 

A Great Place to Work!

At Advantis we help our members succeed financially. If you like to work with passion and purpose, collaborate, elevate, and celebrate, Advantis Credit Union is the place for you. Advantis is one of Oregon’s largest member-owned financial cooperatives, serving the Portland area for over 90 years.

Advantis Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.