The Contact Center Supervisor is the first point of contact for members and is responsible for taking calls in a high-volume call center environment. This position requires a high level of professionalism, organization, and attention to detail, and is responsible for establishing, developing, and maintaining profitable financial relationships with credit union members. The Supervisor is responsible for the performance, coaching, and career development of the Contact Center Specialists.
Duties And Responsibilities
Serve credit union membership by providing service and information in a pleasant, professional, and efficient manner via telephone or other forms of correspondence.
Research and resolve complex member questions, issues, and complaints to ensure member satisfaction.
Accurately verify members and be on the frontline of fraud prevention.
Monitor agent performance for professionalism, quality, accuracy, and sales opportunities.
Ensure Contact Center staff knowledge, skills, and training support efficient service delivery and a high-quality member experience.
Advance members and employee lives through active and empathetic listening and offering solutions through the credit union products and services when appropriate.
Educate members on the most efficient way to do their business with the credit union.
Offer product referrals of credit union products and services when appropriate.
Provide mentorship and act as subject matter expert for other employees.
Complete assigned project work accurately and on time utilizing independent time management. Lead department operations in the absence of the Contact Center Director
Ensure that all credit union member and employee related business is kept in the strictest confidence.
Provide exceptional customer service to members and internal staff of the credit union.
Be a member advocate by actively sharing their perspective in business projects and experiences.
Abide by all applicable regulations, policies, and procedures set forth by Marine Credit Union.
Maintain knowledge including but not limited to loan servicing, account opening, wire transactions, debit card maintenance, digital banking, fraud, and transactions.
Successfully resolve complex member issues, including escalated issues, and complaints with appropriate follow up and resolution.
Act as a role model for other employees by demonstrating positive, solution-focused behavior.
Positively motivate staff to achieve performance expectations and maintain a professional work environment.
Act as a role model for other employees by demonstrating positive, solution-focused behavior.
Effectively direct workflow and manage department operations in the absence of the Contact Center Director.
Knowledge, Skills, And Abilities
Excellent written, verbal, and interpersonal communication skills.
Strong ability to deliver customer service excellence.
Ability to work independently and within a team.
Detail oriented with effective time management and organizational skills.
Strong analytical and problem-solving skills, with the ability to multitask.
Ability to build influential relationships with internal and external members of the credit union.
Effective conflict management skills.
Skilled at mentoring, coaching, and motivating staff to gain measurable results.
Schedule flexibility to meet business needs.
Education And Experience
Associate’s degree in a business-related field is preferred or equivalent in related experience.
3+ years previous customer service experience required.
2+ years leadership experience in Contact Center industries required.
Sales experience preferred.
Experience working within a Teller or other banking role a plus.
Physical Requirements (with Or Without Accommodation)
Long periods of sitting will occur regularly.
Occasional lifting and/or moving 15 lbs or less.
Occasional bending, stooping, or crouching may be required.
This job description is not a complete statement of all duties and responsibilities comprising this position.
Seniority level
Entry level
Employment type
Full-time
Job function
Customer Service
Industries
Banking and Financial Services
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