Member Engagement Supevisor

Lafayette Federal Credit Union • Rockville, MD

3d • Hybrid

About The Position

Lafayette Federal Credit Union, recognized by USA Today as a Top Workplace for three consecutive years (2024–2026), is expanding and looking for exceptional talent to support its members and contribute to its reputation as an employer of choice. The organization aims to become the premier financial partner for its community. This role is for a Member Engagement Supervisor to join a dynamic team. A Member Services Supervisor oversees the daily operations of a contact center team, ensuring specialists meet performance targets while delivering excellent member service. This role involves the resolution of member issues, driving quality assurance, managing correspondence, maintaining operational soundness, achieving sales and referral goals, and handling calls efficiently. The Supervisor fosters team development through training, ensures proper use of technology, and drives process improvements. Primary responsibilities include coaching Member Services Specialists, adjusting staffing to meet call volume requirements, promoting a member-centric environment, conducting quality assurance evaluations, and driving behaviors to achieve desired results.

Requirements

• 3+ years of experience delivering a consistent, positive service experience in a contact center environment – Management preferred.
• Prior credit union or banking experience.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.
• Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact during communication.
• Outstanding communication skills, both verbal and written.
• Ability to coach, train and motivate employees.
• Emotional Intelligence: Ability to empathize with others, while controlling impulsive feelings & behaviors to manage your emotions in a positive, healthy way.

Responsibilities

• Oversees the daily operations of their team to meet key performance indicator goals.
• Tracks, monitors, and reports on metrics; leading process improvements for efficiency.
• Maintains an environment that drives member satisfaction.
• Manages escalated situations and ensures positive levels of sentiment & issue resolution, meeting established targets.
• Coaches and advises Member Engagement Specialists, fostering an environment for knowledge enhancement and career growth.
• Optimizes staffing to ensure member satisfaction throughout all business hours.
• Assigns tasks and is proactive in ensuring coverage for fluctuations in member interaction volume.
• Reviews calls and interactions for compliance, accuracy, and cross-sell purposes.
• Identifies opportunities to strengthen the team’s performance in measured categories of abandonment rates, speed of answer [wait times], hold times, and member satisfaction.
• Works in unison with other teams within the Member Engagement department, to include digital services, digital accounts, and quality assurance.

Benefits

• Employer paid (99.9%) health insurance premium for single and family coverage (HMO Plan)
• Fully funded deductible (HMO Plan)
• 401k employer matching contribution
• Income protection with life insurance, short and long-term disability
• Paid time off, holiday leave & birthday leave
• Educational assistance
• Commuter benefits program

What This Job Offers

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