Member Advisor Supervisor - Contact Center

American Heritage Credit Union•Philadelphia, PA

About The Position

The Member Advisor Supervisor provides service to the members, clients, and employees of American Heritage Federal Credit Union with integrity, accountability, and a focus on quality. The position assists with supervising Member Advisor staff and supporting service delivery across account transactions, loan applications, new accounts, and problem resolution within established policies and guidelines. The supervisor acts as team leader for a group of ten to twelve Member Advisors and serves as a subject matter expert on the credit union’s products and services. The role includes monitoring service quality across member contact channels, coaching and training staff, supporting recruiting, developing team goals and procedures, and contributing to process improvement. The position is full-time and requires flexibility to work within Contact Center operating hours, including Saturdays.

Requirements

At least two years of customer service or cash-handling experience.
At least 1–2+ years of supervisory experience in a financial institution.
Well-developed interpersonal skills to serve credit union members and staff while projecting a positive image.
Judgment to solve day-to-day problems, generally within established guidelines.
A two-year college degree, completion of a specialized course or trade school, or completion of a specialized and extensive in-house training or apprenticeship program.
Must inform their Manager/Supervisor of intent to apply before submitting an application.
Must submit an application through the internal application website before the posting close date.
Must have worked for American Heritage Credit Union for at least 180 days (six months), or have been in the current position for that period following a recent transfer or promotion.
Must be meeting expectations in the current role and be in good standing, with no documented performance issues during the most recent six-month period.
Must meet the minimum job requirements and be able to perform essential functions with or without reasonable accommodation.
Must be flexible and available to work during Contact Center operating hours, Monday through Friday 7:00 a.m.–7:00 p.m. and Saturday 9:00 a.m.–3:00 p.m.

Responsibilities

Provide accurate, timely, friendly, and professional service to members, clients, and employees, listening to needs and offering appropriate solutions.
Serve as a subject matter expert on American Heritage Credit Union products and services.
Assist members and associates through channels including phone, video, chat, and email.
Perform live and/or recorded quality assurance monitoring of Member Advisors.
Assist with supervision of Member Advisor staff and act as team leader for ten to twelve advisors.
Maintain a motivated, well-trained staff and evaluate job performance within designated time frames.
Train and coach staff using techniques such as closed-door and side-by-side sessions; conduct sessions at least monthly and maintain signed meeting minutes.
Assist with developing department goals and objectives for designated staff or areas.
Assist with developing and updating departmental procedures.
Continue developing training programs for designated staff.
Monitor member service contact points, including chat, message board, text, and queues, to ensure prescribed service levels are achieved.
Attend and contribute to Process Improvement Teams when selected.
Provide team members with procedural, policy, and other information.
Lead daily team meetings to share information, practice skills, and recognize staff.
Assist with recruiting by attending interviews and recommending candidates.
Perform PAT settlement and troubleshooting as assigned.
Prepare required month-end reports.
Maintain strict confidentiality of credit union member and employee business.
Keep skills and knowledge current and remain knowledgeable about local, state, and federal regulations affecting the credit union.