Fulfillment Center Supervisor

BayPort Credit Union • Newport News, VA

2d • $59,342 - $89,024

About The Position

The Fulfillment Center Supervisor manages the daily operations of BayPort’s Fulfillment Center, part of the omnichannel member operations function. The role oversees processing member mail-in correspondence related to account maintenance, payments, and inquiries, and supports members with account-related change requests received through mail, phone, chat, SMS/text, and email. The team also handles requests routed to the fulfillment queue by Contact Center representatives and makes outbound calls to members to finalize requests.

The supervisor assigns and balances work among Fulfillment Specialists, monitors volume and aging, adjusts priorities and coverage, and ensures turnaround, accuracy, and compliance standards are met. The role leads and develops staff, partners with Contact Center leadership, and reports team results to the Member Operations Manager. This job description notes that management may modify, add, or remove essential functions as business needs warrant.

Requirements

• High school diploma.
• 1–2 years of financial industry experience with a solid progressive leadership background.
• Knowledge of general credit union operational procedures, including member services, member accounts, e-branch/e-statements, STAR, Internet, ATM and debit card, and loan processes and procedures.
• Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
• Demonstrated ability to lead, coach, and motivate a team.
• Strong understanding of account maintenance, payment processing, and member service procedures.
• Ability to manage workflow and priorities across multiple service channels.
• Strong attention to detail and commitment to accuracy.
• Excellent written and verbal communication skills, with the ability to work across teams and departments.
• Strong problem-solving skills and sound judgment when handling exceptions.

Nice To Haves

• 2–3 years of experience leading a complex business operation within the financial services industry, with direct experience in Contact Center supervision.

Responsibilities

• Supervise daily Fulfillment Center operations, including mail-in correspondence for account maintenance, payments, and inquiries.
• Manage the fulfillment queue across mail, phone, chat, SMS/text, home banking, and email, including requests received through Contact Center representatives.
• Assign and balance work among Fulfillment Specialists to meet turnaround and accuracy standards.
• Monitor queue volume and aging, adjusting priorities and coverage as needed.
• Lead, coach, and develop Fulfillment Specialists through regular feedback, one-on-ones, and performance reviews.
• Review completed work for accuracy and compliance.
• Partner with Contact Center leadership to ensure requests entering the fulfillment queue are complete, and provide feedback when submissions need improvement.
• Track and report team productivity, accuracy, and turnaround results to the Member Operations Manager.
• Make outbound calls to members to finalize requests.

What This Job Offers

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