Job Title: Supervisor - Business Member Support Service Center
Status:Exempt
Reports to: Senior Manager - Business Member Support Account Servicing
Department: Business Member Support Center
Job Code: 11950
Pay Range: $93,700.00 - $95,000.00 Annually
Location:WHAT YOU'LL DO:- Promote a culture of member excellence, teamwork, and continuous improvement within the Business Member Support Service Center . Recognize achievements, share success stories, and empower staff to deliver exceptional member experiences.
- Handle escalated and complex inquiries to ensure timely resolution and member satisfaction.
- Supervise daily operations of the Contact Center, including scheduling, task assignment, workflow management, and adherence to service-level agreements (SLAs).
- Monitor performance metrics such as call quality, average handle time, customer satisfaction scores, and productivity. Provide coaching and feedback to drive continuous improvement.
- Lead training and development initiatives, including onboarding new team members and providing ongoing skill enhancement for existing staff.
- Implement process improvements and technology solutions to enhance efficiency, accuracy, and member experience.
- Conduct risk assessments and compliance checks to ensure adherence to regulatory requirements and internal policies.
- Foster a member-centric environment, emphasizing empathy, professionalism, and relationship-building during every interaction.
- Drive digital transformation by encouraging adoption of new tools and technologies that improve service delivery.
- Manage KPIs and reporting, ensuring transparency and accountability in operational performance.
- Conduct regular call calibrations and coaching sessions to maintain quality standards and consistency.
- Ensure compliance and operational integrity, maintaining controls that mitigate risk and support the organization's risk appetite.
- Empower team members through mentorship and career development, identifying opportunities for growth and skill enhancement.
- Support the Department Manager across all departmental functions and performance areas, assisting with strategic planning, goal setting, and performance evaluation.
- Effectively manage key performance indicators (KPIs) to drive team productivity and operational efficiency.
- Monitoring and reporting of the member Data Changes are completed monthly per policy. Review the Data Change training module and update as necessary on an annual basis.
- Conduct call calibrations and ensure coaching cadences are set up with the team.
QUALIFICIATIONS AND PREFERENCES:- Bachelor's Degree in business or a related field preferred
- Directly related experience may be considered in lieu of education.
- 6+ years of progressive leadership roles. required
- Business Banking Account and Loan Serving experience within a financial institution Leadership extensive experience in team management and leadership roles. Successful track record of navigating through complex challenges, inspire high performance, and drive sustainable success. required
Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?EntityID=2&id=3212
DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union's discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.
