Supervisor, Member Care

Job Summary:

The Member Care Supervisor is responsible for leading and directing the Member Care team, motivating and educating staff to deliver on departmental member satisfaction results and performance goals. This position will develop strategies and processes for interacting with members to improve their experience and participating in the development and enhancement of general processes and/or coaching procedures.

The Member Care Supervisor is responsible for the day-to-day phone and online operations within member service, and membership growth with a goal to increase overall performance, productivity, and profitability and, is responsible for building upon sustainable member relationships with successful delivery of a great member experience and monitors and measures member satisfaction.

Major Responsibilities:

• Manages daily activity of the inbound contact center (including outbound calls); monitors inbound call arrival patterns throughout the day; and identifies changes in call volumes and takes immediate action to ensure adequate telephone coverage is available to minimize abandon call rations and maintain service level objectives.
• Handle escalated member inquiries and complaints in a professional and timely manner, resolving issues to the satisfaction of the member while upholding the credit union’s reputation for exceptional service.
• Manages external vendors, ensure due diligence, member privacy and confidentiality.
• Provides ongoing feedback regarding quality of work to team members and works with Senior Manager, MC to improve processes and overall quality for the team and department.
• Monitors, tracks, and addresses any performance or attendance issues and initiates corrective disciplinary actions when necessary; and assists in documenting annual performance appraisals for all team members.
• Identifies trends and determines proactive solutions to maximize service quality to include sharing ideas and making suggestions to help improve processes that promote one-call resolution.
• Provides assistance and coaching to team members with complex member issues and provides guidance, support, and coaching to team members on effectively resolving difficult and/or escalated calls.
• Ensure adherence to regulatory requirements, privacy policies, and security protocols, maintaining confidentiality and protecting sensitive member information at all times.
• Leverage call center technology and software tools effectively to optimize service delivery, maximize productivity, and enhance the member experience.
• Assists in scheduling agents, ensuring adequate coverage to handle call volume, and make adjustments during peak times.

Job Requirement and Qualifications:

• Must have a high school diploma or GED. Associate or bachelor’s degree preferred.
• 3 years’ experience in a financial institution involving at least 2 years of managerial experience in a call center environment.
• Thorough knowledge of automated call distribution systems, Credit Union’s online products, processes, and policies.
• Thorough knowledge of mobile and Internet banking solutions to include browser settings and smart phone/tablet applications.
• Ability to make decisions which impact on the department’s credibility, operations, and/or services.
• Strong attention to detail and ability to maintain accuracy in processing transactions and detecting discrepancies.
• Working knowledge of telephone collecting strategies and/or understanding the processing of delinquent accounts, preferred.
• Working knowledge of home equity and consumer lending laws, regulations relating to collection, knowledge of bankruptcy laws and associated filing processes and procedures related to home equity and consumer lending to include exposure to court hearing and proceedings, preferred.
• Working knowledge of lending and account products and services.
• Strong mathematical skills; add, subtract, multiply, divide; and to record, balance, and/or check account results for accuracy.
• Excellent interpersonal and communication skills (both written and oral) when working with members or co-workers on accounts or other Credit Union service inquiries or information.
• Strong computer and keyboard skills which includes MS Word and Excel, ten-key number pad or calculator by touch, and exposure to online account applications and/or web-based tools.
• Demonstrated sound judgment in decisions regarding transaction approvals and member problem resolutions.
• This position demands a good degree of literacy, credibility and excellent telephone skills. The ideal candidate will have relevant experience and have excellent inter-personal communication skills and confidence in dealing with difficult situations.
• All Firstmark team members must mirror our shared values: happy, helpful, honest, humble and hungry (driven).

Schedule: 

Flexibility to work shifts between 8am-6pm, Monday- Friday and a shift of 9am-4pm on alternating Saturdays. 

What’s in it for you?

As an employee of Firstmark Credit Union, you will join a team of talented professionals who are passionate about teamwork, outstanding service, committed to our community and who embrace the opportunity to take charge of their careers. Check out some of our benefits!

Full Time & Part Time Employee Benefits 

401(k)—with matching incentives up to 6% 

Medical, Dental, and Vision Insurance 

Competitive Pay 

Employee Assistance Program 

Education Assistance 

Career Development 

Paid & Unpaid Volunteer Opportunities 

Generous Paid Leave

Fitness Membership Discounts 

AND MORE!