Supervisor, Contact Center

SchoolsFirst Federal Credit Union•Tustin, CA

1d•Onsite

About The Position

Assists the department manager in administering the overall operation of the department to ensure Members receive prompt, accurate, efficient, and high-quality service across multiple contact channels. This position resolves Member issues and escalated concerns on Member accounts/products. It partners with management on training activities for direct reports, focusing on team member career development. The role contributes to department goals by managing high volumes, developing direct reports on efficiency gains without impeding Member Service delivery, and identifying initiatives for productivity enhancements. It ensures team members maintain a positive, Member-focused attitude through motivation and development. The Supervisor acts as an advocate for team members, provides support for escalated Member concerns, and offers consultative services to Members regarding credit union products and services. They also process Member transactions and provide product/service information. Additionally, the role assists in researching, evaluating, and implementing department projects, ensures direct reports comply with policies and procedures, and stays informed of industry trends.

Requirements

High School Diploma or GED required
5-7 years of previous related experience required
California Property Casualty Insurance License for supervisors within the Insurance Services department required

Responsibilities

Assists the department manager in administering the overall operation of the department.
Resolves Member issues and escalated concerns on Member accounts/products over multiple contact channels.
Partners with management on ensuring training activities for direct reports are fulfilled and focusing on team member career development.
Contributes to department goals by managing high volumes and developing direct reports on efficiency gains without impeding delivery of Member Service.
Ensures department team members maintain a positive, Member focused attitude through motivation and development initiatives.
Provides support to frontline on escalated Member concern.
Provides consultative services to Members regarding credit union products and services.
Processes Member transactions and provides product and service information over multiple contact channels.
Assists in researching, evaluating and implementing department and/or divisional projects.
Ensures direct reports are compliant with policies and procedures, audit standards, and Standard Operating Procedures (SOP).
Ensures all team members have adequate supplies to complete their daily requirements and job function.
Stays informed of changing trends within the Credit Union movement or department specific industry and offers recommendations for change.
Supervises team members directly, including selection, training, performance appraisal and work allocation.
Responsible for scheduling staff.
Helps establish, communicate and achieve the credit union’s goals and standards, ensuring these are fully communicated to and understood by all department staff.
Identifies areas to streamline department and credit union operations.
Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises staff.
May act in the capacity of the Manager in his or her absence.
Performs other duties as assigned.
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.