Contact Center Supervisor

Champions First Credit Union • Cantonment, FL

1d • Onsite

About The Position

At Champions First Credit Union, being a champion is more than a name, it’s how we show up for our members, our communities, and each other. We’re growing across North Florida, and we’re looking for a friendly, knowledgeable Member Service Specialist to help us keep that promise. If you enjoy leading a team, coaching people to do their best work, and solving member issues, and you want to build a career, not just take a job, this is your opportunity.

Requirements

• High school diploma plus two years of advanced knowledge and experience in member service at a credit union or financial institution
• At least one year of direct supervisory experience
• Extensive knowledge of credit union products and services
• Ability to lead by example and apply policies and procedures consistently across your team
• Professional, well-developed interpersonal skills and a positive, welcoming presence
• Advanced written communication skills; complete sentences, proper grammar, and error-free emails and letters
• Intermediate math skills, comfortable working with percentages, decimals, and fractions
• Comfortable sitting at a desk and working on a computer for long periods, and able to lift up to 15 pounds at times

Responsibilities

• Coach and develop your team. Build confident, high-performing representatives through regular one-on-ones, real-time feedback, and clear goals.
• Set the standard for member service. Ensure friendly, accurate, first-time-right service on every call, chat, and message.
• Handle escalations. Take on the toughest member issues and complaints, de-escalate them, and resolve them fairly.
• Support digital banking. Troubleshoot online and mobile banking issues and help members get comfortable with self-service tools.
• Lead with data. Track service levels, quality scores, and member feedback, and turn the results into action.
• Improve how work gets done. Spot bottlenecks and repeat issues and build simpler, faster processes.
• Staff for demand. Plan schedules around contact volume so members get timely service during peak times.
• Protect members and the credit union. Keep the team compliant with BSA, OFAC, and Reg E, and catch fraud red flags early.
• Communicate and collaborate. Keep your team informed through change and partner with branches, lending, and IT to solve problems.
• Champion change. Help your team adopt new systems, tools, and ways of working as the credit union grows.

Benefits

• Ongoing training and professional development opportunities
• Tuition reimbursement
• Comprehensive benefits package for full-time employees, including health, dental, and vision insurance
• 401(k) Retirement Plan, up to 4% employer match
• Profit sharing program
• Generous paid time off — vacation, sick, and personal time, federal holidays, your birthday, and your work anniversary

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED