Bilingual (Spanish) Member Solutions Supervisor

Chartway Credit Union • Tooele, UT

6d

About The Position

The Bilingual (Spanish) Member Solutions Supervisor supports team members and leaders with member interactions and reports directly to the Member Solutions Center Manager or Director. The role includes training, coaching, motivating, recognizing, and assigning queue work to team members, as well as monitoring daily work to support department goals. The supervisor maintains a continuous floor or team-chat presence, researches member accounts, monitors call trends, handles escalated calls, and helps resolve problems. The position may also fill in for Member Solution Managers during vacations or other temporary needs.

The supervisor works in a fast-paced environment and partners with the team to resolve issues and remove barriers. They monitor queue coverage and phone staffing needs, support morale and recognition, host and participate in team meetings, and participate in candidate interviews when recruitment needs arise. They are responsible for meeting deadlines and achieving department goals while operating within budget guidelines. Candidates must have a good credit history for consideration; salary requirements and a Chartway Employment Application must accompany the resume.

Requirements

• Bilingual in Spanish.
• At least two years of servicing experience.
• At least one year of experience coaching or developing team members.
• Strong verbal and written communication skills for interfacing with staff and management.
• Strong leadership skills to support staffing, remote monitoring, reviews, training, and staff development.
• Analytical ability to understand and interpret reports and data.
• Ability to understand and interpret goals.
• Strong problem-solving skills.
• Self-motivated and able to work independently.
• Ability to remain calm in emotionally tense situations.
• Maintain a professional work demeanor and environment.
• Ability to work flexible hours to meet team demands and needs.
• Exceptional judgment in serving members, adhering to policy and applicable regulations, and protecting credit union assets by identifying opportunities to reduce losses.
• Strong knowledge and experience creating strong member experiences.
• Ability to prioritize work and remain organized.
• Strong call center insight to deliver desired results.
• Good credit history is required for consideration.
• Salary requirements and a completed Chartway Employment Application must accompany the resume.

Nice To Haves

• Previous supervisory experience.

Responsibilities

• Maintain a continuous floor or team-chat presence.
• Conduct account-level research and monitor call trends to promote superior service.
• Handle escalated member calls and provide problem resolution.
• Supervise and coach Solution Center team members in a fast-paced environment.
• Partner with the Member Solutions team to resolve issues and remove barriers.
• Monitor daily queue coverage and phone staffing needs.
• Drive morale and identify ways to recognize strong performance.
• Host and participate in team meetings to ensure communication is consistent and timely.
• Participate in candidate interviews when recruitment needs arise.
• Meet all required deadlines.
• Achieve department goals while operating within budgetary guidelines.
• Fill in for Member Solution Managers during vacations or other temporary requirements, as needed.

Benefits

• Competitive salary.
• Comprehensive benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed