The Supervisor role will lead and coach employees through the day-to-day operational responsibilities of a contact center. The role will work with the management to drive employee development and performance management by monitoring, motivating, recognizing and coaching the team in order to enhance job performance. Identify and solve complex member issues, coach and train employees in the areas of member service quality, and product knowledge.
As a Manager in our Member Care Center, you will lead and direct teams within a contact center in order to drive improved efficiency and a best-in-class member experience. The role will work to improve employee product knowledge, training and engagement. Develop employees using coaching skills and knowledge of organizational products, policies, procedures, and systems. Drive performance management, employee retention and talent acquisition.
The Member Service Consultant is responsible for providing consultative service and support to credit union members via the Member Contact Center (telephone). Work involves moderate to advanced proficiency in processing financial transactions on member’s accounts, resolving member issues, evaluating and identifying the member’s financial needs with compassion and care. The Member Service Consultant builds relationships with members in order to provide high levels of member service and satisfaction, and targeted referrals to internal business partners that result in deeper relationships. Resources and skills to do the job require good communication and de-escalation skills, reliance on technical knowledge of credit union products, policies and regulatory compliance. Immediate supervision is received from the Supervisor, Member Contact Center.
