Member Solutions Supervisor

Chartway Federal Credit Union • South Jordan, UT

7d • $26 - $31

About The Position

The Member Solutions Supervisor supports team members and leaders with member interactions and reports directly to the Member Solutions Center Manager or Director. The role is responsible for training, coaching, motivating, recognizing, assigning queue work, and monitoring daily work in support of department goals. It requires maintaining a continuous floor or team-chat presence, handling escalated member calls, and helping the Member Solutions team resolve issues and remove barriers.

The supervisor monitors queue coverage and phone staffing, reviews account-level information and call trends to promote superior service, and helps the team achieve department goals within budgetary guidelines. The position also supports team communication, morale, recruitment interviews, and staff development. The role may require filling in for Member Solution Managers during vacations or other temporary needs.

The department's hours are Monday through Friday, 8:00 a.m. to 8:00 p.m., and Saturday, 8:00 a.m. to 5:00 p.m. Candidates must have a good credit history for consideration. Salary requirements must be included, and resumes must be accompanied by a Chartway Employment Application.

Requirements

• At least two years of servicing experience.
• At least one year of experience coaching or developing team members.
• Strong verbal and written communication skills for interfacing with staff and management.
• Strong leadership skills to support staffing, remote monitoring, reviews, training, and staff development.
• Analytical ability to understand and interpret reports and data.
• Ability to understand and interpret goals.
• Strong problem-solving skills.
• Self-motivated, with the ability to work independently.
• Ability to remain calm in emotionally tense situations.
• Maintain a professional work demeanor and environment.
• Ability to work flexible hours to meet team demands and needs.
• Exceptional judgment in providing member service, adhering to policy and applicable regulations, and protecting credit union assets by identifying opportunities to reduce losses.
• Strong knowledge and experience creating strong member experiences.
• Ability to prioritize work and remain organized.
• Good credit history for consideration.
• Salary requirements must be included with the application, and resumes must be accompanied by a Chartway Employment Application.

Nice To Haves

• Previous supervisory experience.
• Strong call center insight to deliver desired results.

Responsibilities

• Maintain a continuous floor or team-chat presence.
• Conduct account-level research and monitor call trends to promote superior service.
• Handle escalated member calls and provide problem resolution.
• Supervise and coach Solution Center team members in a fast-paced environment.
• Partner with the Member Solutions team to resolve issues and remove barriers.
• Monitor daily queue coverage and phone staffing needs.
• Drive morale and identify ways to recognize strong performance.
• Host and participate in team meetings to ensure communication is consistent and timely.
• Participate in candidate interviews when recruitment needs arise.
• Meet required deadlines.
• Achieve department goals while operating within budgetary guidelines.
• Provide coverage for Member Solution Managers during vacations or other temporary requirements, as needed.

Benefits

• Competitive salary.
• Comprehensive benefits package.

What This Job Offers

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