American Heritage Credit Union, a $4.7 billion credit union, has an immediate opening for a Member Relations Supervisor in our Contact Center. This role will serve as a primary point of contact for the staff that is responsible for building member relationships (new & existing) and providing a premier member experience. Manage daily tasks/activities, handle member accounts, answer member/employee questions, cross-train and directly supervise staff, handle escalated interactions, and ensure metrics set forth are adhered to and achieved. Ensure that the Concierge and Virtual Member Experience Advisors are providing ultimate service to the members, employees, and clients of American Heritage Credit Union. This service is delivered via actions, accountability and with integrity.

Responsibilities Include:

• Serve as a subject matter expert as it relates to all product & service offerings of American Heritage Credit Union.
• Assist the membership and associates via multiple channels which includes but is not limited to phone, video, chat, email, etc.
• Perform quality assurance monitoring (live and/or recorded) for the Virtual Member Experience Advisors & Concierge Specialists to ensure service levels are meeting and/or exceeding member and credit union expectations.
• Assist the Assistant Branch Manager with supervision of the Virtual Member Experience Advisors & Concierge Specialists.
• Maintain a highly motivated, well-trained staff and evaluate job performance within designated time frames to ensure quality of work and service to members and staff. Train staff and perform coaching leveraging various techniques (i.e.: closed door, side-by-side, etc.). Sessions should be completed on a monthly basis (at a minimum) and must be accompanied by signed, corresponding meeting minutes.
• Work collaboratively with staff in reviewing loan underwriting requests and counteroffers.
• Assist with the development of department goals and objectives for designated staff/area.
• Assist with the development and updates of departmental procedures.
• Responsible for continued development of the training program(s) as it relates to the designated staff.
• Attend and contribute effectively when selected to participate in Process Improvement Teams (PIT Crew) as well as other committees, test groups, etc. as deemed.
• Provide various types of information (i.e.: procedural, company policies, etc.) to team members.
• Prepare pertinent month-end reports as required.
• Serve as a back-up in monitoring various Inbound member service contact points, which includes but is not limited to: Chat, Message Board, Text, PAT, and Queue(s) to ensure prescribed service levels are achieved.
• Assist with the development of department goals and objectives for the Virtual Member Experience Advisors & Concierge Specialists.
• Lead daily meetings with team to disseminate information, perform skill-practice and provide recognition.
• Assist in the recruiting process by attending interviews and recommending candidates for employment.
• Ensure that all credit union member and employee related business in strictest confidence.
• Consistently maintains and improves skills and knowledge for efficient service delivery.
• Remain current and knowledgeable of all aspects of local, state, and federal regulations that affect the credit union.
• Remain active in the University Program of American Heritage Federal Credit Union and complete the position's present curriculum as outlined in the Online University by completing the following - Credit Union annual required compliance training, the Online University required coursework within assigned timeline, and the supplemental courses in the Online University Curriculum within the prescribed timeline.

Requirements Include:

• At least two years of customer service or cash handling experience.
• Must have at least 1-2 years of Supervisory experience in a financial institution.
• Professional well-developed interpersonal skills essential for servicing credit union members and staff while projecting a positive image as representative for the credit union.
• Requires judgment to solve day-to-day problems but usually within established guidelines.EDUCATION
  • Requires a two-year college degree, completion of specialized course or trade school, or completion of a specialized and extensive in-house training or apprenticeship program.

  WORK HOURS

  • Full-Time position
  • Must be flexible and available to work Contact Center hours of operation:
  Monday- Friday - 7:00 a.m. to 7:00 p.m. & Saturday 9:00 a.m. to 3:00 p.m.

Our commitment to your success is enhanced by our competitive salary commensurate with experience and an extensive benefits package including paid time off, health benefits, 401(k) with a generous company match, and future growth opportunities within the company. We work to maintain the best possible professional and environmentally friendly atmosphere for our employees.

To be considered, correspondence should include a resume listing job history and salary expectations. Please be advised that credit, criminal, employment, drug/alcohol testing and education background checks are conducted on potential candidates. All resumes will be reviewed, but only competitive candidates will be contacted for further conversation.

EOE M/F/D/V