Member Services Supervisor

Lafayette Federal Credit Union • Rockville, MD

5d • Hybrid

About The Position

Join Lafayette Federal Credit Union, a proud recipient of USA Today's Top Workplaces of 2025 award! We are expanding and looking for exceptional talent to support our members and contribute to our reputation as an employer of choice. Be a key player in our mission to become the premier financial partner for our community. Your skills and dedication are essential to our success. Lafayette Federal may have the perfect opportunity for you! We are currently seeking a Member Services Supervisor to join our dynamic team! Lafayette Federal Credit Union is not only a great place to bank, but also a great place to work! We have been recognized nationally by (1) Newsweek’s America’s Best Bank’s list, (2) we’ve received a 5-star rating from Bauer financial, and (3) we’ve also ranked #12 in S&P Global’ s Top Performing Credit Union’s in 2022 for the second year in a row! Lafayette Federal is about inclusion, diversity, high performance, and new opportunities. Teamwork and our sense of community also make Lafayette Federal a great place to work. Each person is valued for his or her unique set of skills. We share a common devotion to the people we serve, participating in charity events throughout each year and giving back to the community. Professional development, training, and certification are a priority for our employees. We want you to reach your career goals and provide support that leads to opportunities of advancement within the industry.

Requirements

• One year to three years of similar or related experience.
• A two-year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses conducted by vendors, or job-specific skills acquired through an apprenticeship program.
• Proficiency in Microsoft Office products [Outlook, Work, Excel].
• Customer focus and adaptability to different personality types.
• Strong organizational and time management skills with ability to work under tight deadlines.
• Proven problem-solving skills and complete comfort in a consultative sales and service environment.
• Excellent phone etiquette.
• Basic keyboarding/data entry skills.

Nice To Haves

• Familiarity with banking software is a plus.

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.
• Collaborates with internal and external teams to ensure positive member experiences and improvement of KPI results.

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 and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree