Member Relations Supervisor - Call Center

American Heritage Credit Union, a $5+ 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. .

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.
• Provide various types of information (i.e.: procedural, company policies, etc.) to team members.
• Prepare pertinent month-end reports as required.
• Assist with the development of department goals and objectives for the Virtual Member Experience Advisors & Concierge Specialists.

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.

WORK HOURS

• Full-Time position
• Must be flexible and available to work Contact Center hours of operation (rotating shifts):
• 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.

EOE M/F/D/V