Member Relations Supervisor - Call Center
$50,000–$60,000 year
On-sitePhiladelphia, Pennsylvania, United States
Job Summary
Manage daily tasks for the Contact Center by serving as a subject matter expert, answering member and employee questions across phone, video, chat, and email channels, and handling escalated interactions. Perform quality assurance monitoring on live and recorded calls for Virtual Member Experience Advisors and Concierge Specialists to ensure service levels meet expectations. Directly supervise staff, cross-train team members, and conduct monthly coaching sessions with signed minutes. Evaluate job performance, review loan underwriting requests, and collaborate on department goals and procedural updates. Prepare month-end reports and provide policy information to team members. Full-time rotating shifts Monday through Saturday; competitive salary and extensive benefits package.
Required Qualifications
- 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
- 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.
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