Supervisor, Call Center

If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place!
Overview of Your Role:
To lead a contact center team providing a high level of service and positive member experiences. Responsible for Member Service Center (MSC) member experience, team member development, MSC operations, and achievement of team performance. To provide outstanding member service and dynamic leadership, while creating a productive and engaging work environment. The MSC Supervisor is the ultimate player and leads their team by example of excellent member service and operational accuracy.
Essential Job Functions/Responsibilities:

• Bring Broadview FCU's mission to life, ensuring member experience is Best-in-Class.
• Model and coach MSC team on deepening member relationships, member advocacy, and achieving departmental and organizational goals.

• Identify trends to make recommendations for additional training or process improvements.
• Provide real-time and structured feedback, coaching team through process improvements and efficiencies.
• Support Manager in overseeing day-to-day operations of the Center, including but not limited to, phone, email, chat and ticket volume, scheduling, and staffing needs.
• Lead staff in sales, operation, and service training and coaching.
• Support Omni channel - Phone, VTM, Web Chat.
• Provide second level collaboration for positive problem resolution to escalation team.
• Support the Service Risk & Recovery team on high-level member escalations.
• Make decisions and initiate action to ensure that business unit policies and practices leverage the capabilities and insights of individuals with diverse backgrounds, cultures, and abilities.
• Provide high priority to member and team satisfaction in accordance with Broadview's organizational culture and values demonstrating exceptional member service.
• Ensure all MSC operational functions are completed accurately, including dual control, security, and MSC opening / closing.
• Provide supervisory review for fee refunds.
• Encourage team accountability, ownership, and a positive, upbeat disposition.
• Recognize positive performance and initiate corrective action in collaboration with the MSC Manager and Employee Performance Director when necessary.
• Prioritize daily tasks to meet the business needs of the department, demonstrating flexibility when needed.
• Work with the MSC Manager and Workforce Optimization partners to make sure there is adequate staffing.
• Review and approve timecards on a bi-weekly basis.
• Demonstrate vigilance in detecting fraud or irregular activities and report them to Management and the appropriate business unit partners.
• Establish, model, and lead a positive presence within the community by delivering the Broadview FCU brand with every member interaction, including any community / volunteer events, committees, and council representation.
• Adapt to evolving conditions by maintaining flexibility and managing stress appropriately.
• Attend all job-related training internal and external along with departmental staff meetings.
• Act as a Broadview ambassador for the organization by being reliable, conscientious, exhibiting trust and high integrity as well as a champion of change.
• Ensure staff are adhering to all policies and procedures including cell phone usage, internet, and authentication.
• Perform duties of Solutions Specialists and Digital Specialists when needed.
• Other duties as needed.

Minimum Job Qualifications:

• Associates degree or equivalent experience preferred
• Financial banking background required
• Ability to multitask, prioritize, and manage time efficiently
• Excellent communication and leadership skills
• Ability to adapt to change in a fast-paced, high-energy environment
• Ability to make and implement sound decisions based on variable data in a real time environment
• Positive attitude and behavior exceeding expectations
• Proficient in all technical applications required to perform a job effectively and efficiently
• Ability to assist team members with lending applications
• Ability to work effectively with individuals of diverse cultures, abilities, or backgrounds
• Ability to be bonded is required

Additional Requirements:

• 3-4 days/week required onsite presence.

Starting Compensation: $55,154 - $67,564, plus a competitive benefits package.
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.
We are an equal opportunity employer. We do not discriminate on the basis of race, creed, color, national origin, religion, sex, age, veteran status, disability, genetic information, gender identity, or any other protected class.
Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at bv-talentacquisition@sefcu.com.