Supervisor, Member Service Center

BrightStar Credit Union•Cooper City, FL

About The Position

The Member Service Center (MSC) Supervisor role ensures high-quality member interactions, adherence to performance and behavior expectations, and consistent operational excellence through coaching and team leadership. This role will be the first tier for escalated calls, perform non-phone duties within specified time frames as assigned. In addition, the Member Service Center Supervisor collaborates closely with the Quality Assurance Representative, Business Analyst and MSC Management to maintain efficient operations and high service quality.

Requirements

Experience: One to two years of contact center and banking experience required. Supervisory or related experience is required.
Education: Equivalent to High School Education.
Interpersonal Skills: Courtesy, tact, and diplomacy are essential for delivering excellent service. Empathy and understanding of member needs, along with effective listening and referral skills, are required. Represent the BSCU brand professionally in dress, behavior, and presentation. The role involves communicating clearly with others inside and outside the organization to provide or obtain information.
Other Skills: Strong telephone and written communication skills. Able to excel in a goal-driven environment.
Compliance: Employees must ensure the credit union’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Department-specific roles require awareness of unusual or suspicious activity.

Responsibilities

Provide guidance, support, and mentorship to Contact Center Representatives, fostering a positive and productive work environment
Conduct regular one-on-ones, performance reviews, and development planning; provide timely feedback, recognition, and corrective action as needed.
Identify skill or knowledge gaps and recommend targeted training resources. Proactively communicate with the MSC Manager about trends and findings
Encourage professional growth and career development pathways for team members.
Serve as the first escalation point for member issues and supervisor requests from Contact Center Representatives of all levels.
Assist with training exercises to enhance agent skills and knowledge, including assisting with onboarding new hires.
Grant exceptions to MSC guidelines within authorized limits.
Take initiative to identify and implement improvements in contact center processes and workflows to enhance efficiency and member satisfaction.
Recommend policy, procedure, and process changes to MSC Management as needed to improve departmental performance.
Conduct monthly 1:1 performance coaching sessions with each CCR to review quality scores, KPIs, behavioral expectations, and development goals.
Respond to member inquiries and requests, including account information, IRA and loan questions, following the sunset policy to resolve issues appropriately.
Accept and process new membership and loan applications.
Perform member transactions such as deposits, withdrawals, transfers, and payments.
Answer member calls in the inbound queue during periods of high call volume.
Perform other related duties as assigned.
Maintain up-to-date knowledge of B.S.A. Compliance training.
Complete all required online B.S.A. and O.F.A.C. courses annually, as provided by the Training and Compliance Department.
Maintain up-to-date knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.