Assistant Member Support Manager

Centralfcu; Auburn (MA); Hybrid; USD 45,000 - 58,000; Full time

Job summary

Central One, a Massachusetts-based credit union, seeks an experienced Member Support Center Supervisor to lead a busy, member‑facing team. You will coach, train, and mentor MSC staff, promote a positive, service‑oriented culture, and drive high member satisfaction through effective coaching and program development.

This role requires 2–4 years in customer service/sales leadership, a two‑year degree or equivalent, and strong communication and technical skills (Windows, MS Office, Outlook).

Qualifications

• Two-year college degree or equivalent experience required.
• 2–4 years in customer service/sales in a supervisory role.
• Strong communication, coaching and leadership abilities.
• Ability to train and develop staff; capable of performance reviews.

Responsibilities

• Lead and coach the Member Support Center staff to deliver exceptional service.
• Promote positive, member-focused culture and drive customer satisfaction.
• Provide training and development through the MSC staff program.
• Coordinate with managers to improve processes and escalation handling.
• Support cross-selling of COFCU programs and new member referrals.
• Supervise in absence of MSC Manager; handle overrides and escalated calls.
• Ensure BSA/compliance duties are performed and training maintained.

Skills

Analytical ability

Decision making

Communication

Leadership

Coaching

Teamwork

Sales cross-sell

Customer service

MS Office

Windows

Education

Two-year degree

Tools

Windows

MS Office

Outlook

Job description

Description

WHO WE ARE: At Central One, our values are to Deliver Exceptional Service, Work as a Team, Have Fun, and the Credit Union philosophy of People Helping People; all while striving to be C.E.N.T.R.A.L. One Ambassadors. CENTRAL stands for Caring, Enthusiastic, Nimble, Team-Oriented, Resilient, Altruistic and Loyal. At the core of our values lies a commitment to our community, members, and employees, with a focus on overall well-being.

PRIMARY FUNCTIONS: A passion for Central One and our values. Talent for steering the broad vision while being attentive to the team's everyday responsibilities. Work closely with the Member Support to promote a positive, member focused culture that upholds high levels of Member Satisfaction through the development of the MSC staff. This includes training, coaching and the Member Support training program.

PAY RANGE: $32.90-$42.36 per hour

SCHEDULE: 40 Hours per Week. Must be available Monday - Friday 8am-6pm and Saturday 8:15am-1:15pm.

Role is eligible to work a hybrid work schedule upon completion of training.

DUTIES & RESPONSIBILIITES:

1. Strives to be the Ideal Team Player: hungry, humble and (people) smart.

2. Serves as community role model and participates in volunteer activities to support the People Helping People value and enhance the Credit Union's visibility.

3. Respond to MSC staff inquires and requests; provide information and counseling to MSC staff on savings, consumer loan, IRA, equity and mortgage products, services, policies and procedures.

4. Maintain logs of internal inquiries for use in MSC Staff development, highlight noticeable trends.

5. Work with the Member Support Center Manager to continuously develop the department, its processes, and the Member Support development program.

6. Function as supervisor in the absence of the Member Support Center Manager by performing overrides, reversals, exceptions and handling escalated calls.

7. Recommends the hiring, firing, advancement or promotion of employees

8. Completes annual reviews cooperatively with the Member Support Center Manager.

9. Perform initial analysis on requested exceptions, reversals and overrides. Forward recommendations to the Member Support Center Manager for approval.

10. Conduct classroom and “on the job” training sessions with new Member Support employees.

11. Conduct regular team meetings with Member Support employees.

12. Quality Assurance of Member Support employee calls/emails/chats and perform regular coaching sessions to promote Credit Union policy/procedure.

13. Generate business through promoting and cross-selling COFCU programs and encourage new Credit Union membership; make referrals to affiliated professionals.

14. When necessary, assist members in opening new savings, consumer loan, and IRA products and/or services. Make referrals for Home Equity loans, residential mortgage loans, and non-conforming consumer loans to a MSC Relationship Specialist or Lending Specialist.

15. Conduct consumer loan interviews and input loan applications into the new account origination system.

16. Make referrals for Home Equity loans, residential mortgage loans, and non-conforming consumer loans to a MSC Relationship Specialist or Lending Specialist.

17. Receive and process mail deposits and loan payments.

18. Respond to negative member satisfaction surveys; obtaining detail to resolve issue and prevent future dissatisfaction.

19. Type letters and other correspondence to serve membership.

20. Adhere to all applicable policies, procedures and regulations and perform BSA compliance duties as required in the Credit Union BSA Policy.

21. Oversee, provide or assist with the annual BSA and compliance training for department staff.

22. Stay current on job-related equipment, procedures and/or information by reading handouts/memos, attending meetings and seminars and other necessary means.

23. Adhere to all applicable Credit Union policies, procedures and regulations.

24. Maintain community involvement and participate in special projects, as needed.

25. Perform other duties as requested, or assigned.

Requirements

Education: A two-year college degree or equivalent experience required

Experience: 2 to 4 years of experience in inbound or outbound customer service/sales in a supervisory role.

Skills: Analytical ability; ability to make decisions and do detailed work; ability to work efficiently and accurately in a fast-paced environment; proficiency in Windows, MS Office, and Outlook and general office equipment; excellent communication skills: ability to sell, cross-sell and interact professionally face‑to‑face, on the telephone and through other electronic means; and leadership.

Traits: Capacity to work independently and motivate with others, patience, positive attitude, dependability, flexibility, initiative, resourcefulness, confidentiality, and professionalism.