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Schools Financial - Tustin, CA

posted about 1 month ago

Full-time - Mid Level
Tustin, CA
Credit Intermediation and Related Activities

About the position

The Supervisor, Member Contact Center, eServices/Chat position involves assisting the department manager in administering the overall operation of the department to ensure that Members receive prompt, accurate, efficient, and high-quality service over multiple contact channels. The role includes resolving Member issues and escalated concerns on Member accounts/products. The supervisor will partner with management to ensure training activities for direct reports are fulfilled and focus on team member career development. Responsibilities also include managing high volumes, developing direct reports on efficiency gains, and ensuring a positive, Member-focused attitude among team members. The supervisor will provide consultative services to Members regarding credit union products and services, process Member transactions, and assist in departmental projects. Additionally, the supervisor will ensure compliance with policies and procedures and may act in the capacity of the Manager in their absence.

Responsibilities

  • Assist the department manager in administering the overall operation of the department.
  • Resolve Member issues and escalated concerns on Member accounts/products.
  • Partner with management on training activities for direct reports.
  • Contribute to department goals by managing high volumes and developing direct reports.
  • Ensure team members maintain a positive, Member-focused attitude.
  • Advocate for team members to ensure opportunities for success.
  • Provide support to frontline on escalated Member concerns.
  • Provide consultative services to Members regarding credit union products and services.
  • Process Member transactions and provide product and service information.
  • Assist in researching, evaluating, and implementing departmental projects.
  • Ensure direct reports are compliant with policies and procedures.
  • Ensure team members have adequate supplies for their job functions.
  • Stay informed of changing trends within the Credit Union movement.

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.

Benefits

  • Diverse, Equitable, and Inclusive Hiring practices.
  • Equal opportunity employer.
  • Participation in E-Verify.
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