Member Relations Supervisor - Call Center

American Heritage Credit Union•Philadelphia, PA

6h•Onsite

About The Position

American Heritage Credit Union is seeking a Member Relations Supervisor for its Contact Center. This role is responsible for overseeing the daily operations of Virtual Member Experience Advisors (VMXAs) and Concierge Specialists. The supervisor ensures staff effectively build and maintain member relationships, meet performance targets, and provide high-quality service. Key duties include managing daily tasks, handling escalated member issues, providing coaching, analyzing performance metrics, and ensuring premier service delivery through actions, accountability, and integrity.

Requirements

At least 1-3+ years of similar or related experience, preferably in a financial institution contact center environment.
Associates Degree or Completion of a specialized course of study at a business or trade school or Completion of a specialized and extensive in-house training or apprenticeship program.
Certified Credit Union Financial Counselor (CCUFC) through FICEP required.
Professional well-developed interpersonal skills – verbal, written, presentation necessary for supervising staff, communicating, and working with all levels of staff, eliciting cooperation, and servicing the members and staff of American Heritage Credit Union while maintaining a positive image as a representative of the credit union.

Responsibilities

Oversee the day-to-day operations of the VMXAs and Concierge Specialists in the Contact Center, including productivity management, staff scheduling, policy/procedure implementation and adherence, employee training and development, and ensuring premier member service.
Maintain a highly motivated, well-trained staff, evaluate job performance within required timeframes and ensure consistent quality of work and service to members and staff.
Conduct regular coaching sessions with staff to review goals, promote professional growth, celebrate success, discuss process improvements, and develop and implement effective methods for performing job duties while appropriately maintaining meeting documentation.
Assist in the administration of commendation and disciplinary action.
Actively encourage staff to participate in and support credit union activities and lead by example in doing so.
Serve as subject matter expert on all American Heritage products and services.
Serve the membership by providing service and information in a pleasant, efficient manner via telephone, video, chat, email, or other correspondence, including researching and solving member questions, problems, and complaints concerning credit union accounts, account verifications, cross-selling credit union services, and all other aspects of member inquiries. Mentor staff to do the same.
Consistently perform quality assurance monitoring (live and/or recorded) of VMXAs and Concierge Specialists, which includes but is not limited to calls, chat, message center, text, CRM COMs (communication logs), loan and membership application queues, and VANA, to ensure service levels are meeting and/or exceeding member and credit union expectations. Appropriately maintain coaching minutes and documentation.
Use key performance indicators (KPIs) including wait time, handle time, hold time, and call volume, etc. to evaluate and enhance individual and team performance, holding staff accountable for performance.
Ensure staff accountability to achieve lending and product sales goals, including underwriting, payment protection offerings, and follow-up.
Work collaboratively with staff in reviewing loan underwriting requests and counter offers.
Verify staff performance and accuracy of staff incentive reporting through the customer relationship management (CRM) platform and report discrepancies to management.
Ensure staff understand and comply with all Contact Center objectives, regulatory and compliance standards, department procedures/policies, performance standards, and credit union policies.
Responsible for the administration of the credit union's customer relationship management (CRM) System as it relates to VMXA and Concierge Specialist job duties.
Assist with the development of department goals and objectives for designated staff/area.
Assist with the development and updates of departmental procedures.
Responsible for continued development of training programs for designated staff.
Assist with staff scheduling and forecasting to ensure proper coverage across service channels.
Conduct daily meetings with staff to provide pertinent information/updates and department statistics, perform skill practice, and provide recognition.
Assist in the recruiting process by participating in interviews and recommending candidates for employment.
Attend meetings and contribute effectively when asked to collaborate on projects with other departments and/or vendors.
Serve as a back-up in monitoring various inbound member service contact points including but not limited to chat, message board, text, PAT, and queue(s) to ensure prescribed service levels are achieved.
Crosstrain in other areas in the Contact Center such as PAT to understand job functionality and provide support to staff when needed.
Prepare pertinent month-end reports as required.
Remain up to date on phone system enhancements, release updates, etc.
Consistently maintain and improve skills and knowledge for efficient service delivery.
Remain current and knowledgeable in all aspects of local, state, and federal regulations that affect the credit union.