Member Relations Supervisor

American Heritage Credit Union•Philadelphia, PA

About The Position

American Heritage Credit Union, a $5 billion credit union, has an immediate opening for a Member Relations Supervisor in our Contact Center. This role will serve as a primary point of contact for the staff that is responsible for building member relationships (new & existing) and providing a premier member experience. Manage daily tasks/activities, handle member accounts, answer member/employee questions, cross-train and directly supervise staff, handle escalated interactions, and ensure metrics set forth are adhered to and achieved. . Responsibilities Include: Serve as a subject matter expert as it relates to all product & service offerings of American Heritage Credit Union. Assist the membership and associates via multiple channels which includes but is not limited to phone, video, chat, email, etc. Perform quality assurance monitoring (live and/or recorded) for the Virtual Member Experience Advisors & Concierge Specialists to ensure service levels are meeting and/or exceeding member and credit union expectations. Assist the Assistant Branch Manager with supervision of the Virtual Member Experience Advisors & Concierge Specialists. Maintain a highly motivated, well-trained staff and evaluate job performance within designated time frames to ensure quality of work and service to members and staff. Train staff and perform coaching leveraging various techniques (i.e.: closed door, side-by-side, etc.). Sessions should be completed on a monthly basis (at a minimum) and must be accompanied by signed, corresponding meeting minutes. Work collaboratively with staff in reviewing loan underwriting requests and counteroffers. 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 the training program(s) as it relates to the designated staff. Provide various types of information (i.e.: procedural, company policies, etc.) to team members. Prepare pertinent month-end reports as required. Assist with the development of department goals and objectives for the Virtual Member Experience Advisors & Concierge Specialists.

Requirements

At least two years of customer service or cash handling experience.
Must have at least 1-2+ years of Supervisory experience in a financial institution.
Professional well-developed interpersonal skills essential for servicing credit union members and staff while projecting a positive image as representative for the credit union.
Requires judgment to solve day-to-day problems but usually within established guidelines.
Full-Time position
Must be flexible and available to work Contact Center hours of operation (rotating shifts): Monday- Friday - 7:00 a.m. to 7:00 p.m. & Saturday 9:00 a.m. to 3:00 p.m.

Responsibilities

Serve as a subject matter expert as it relates to all product & service offerings of American Heritage Credit Union.
Assist the membership and associates via multiple channels which includes but is not limited to phone, video, chat, email, etc.
Perform quality assurance monitoring (live and/or recorded) for the Virtual Member Experience Advisors & Concierge Specialists to ensure service levels are meeting and/or exceeding member and credit union expectations.
Assist the Assistant Branch Manager with supervision of the Virtual Member Experience Advisors & Concierge Specialists.
Maintain a highly motivated, well-trained staff and evaluate job performance within designated time frames to ensure quality of work and service to members and staff.
Train staff and perform coaching leveraging various techniques (i.e.: closed door, side-by-side, etc.). Sessions should be completed on a monthly basis (at a minimum) and must be accompanied by signed, corresponding meeting minutes.
Work collaboratively with staff in reviewing loan underwriting requests and counteroffers.
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 the training program(s) as it relates to the designated staff.
Provide various types of information (i.e.: procedural, company policies, etc.) to team members.
Prepare pertinent month-end reports as required.
Assist with the development of department goals and objectives for the Virtual Member Experience Advisors & Concierge Specialists.