Bilingual Specialty Teams Supervisor

Golden 1 Credit Union; Sacramento (CA); On-site; USD 85,000 - 87,000; Full time

Job summary

Golden 1 Credit Union in Sacramento seeks a Supervisor for MSCC Specialty Teams. You will lead product specialists, escalation representatives, the fraud pod, email/live chat, and bilingual teams.

This role emphasizes bilingual English/Spanish proficiency, coaching, performance management, and collaboration with internal stakeholders to enhance member satisfaction and service quality.

Qualifications

• Bachelor’s Degree in related field or equivalent work experience.
• Minimum of five years of progressive experience in member service/customer service roles, and at least one year of supervisory experience.
• Strong oral and written communications skills and knowledge of Golden 1 products and procedures.

Responsibilities

• Provide inspirational leadership to specialty teams through coaching and performance management.
• Conduct regular performance evaluations and development plans.
• Ensure cross-training across specialty functions and maintain high service standards.
• Manage payroll, personnel records, and performance reports.
• Collaborate with other supervisors to improve service delivery and member satisfaction.
• Develop plans to meet contact center performance metrics and resolve escalated cases.
• Promote compliance with regulatory standards and internal policies.

Skills

Bilingual EN/ES

Leadership

Communication skills

Customer service

Education

Bachelor's Degree

Job description

Golden 1 Credit Union in Sacramento seeks a Supervisor for MSCC Specialty Teams. You will lead product specialists, escalation representatives, the fraud pod, email/live chat, and bilingual teams.

This role emphasizes bilingual English/Spanish proficiency, coaching, performance management, and collaboration with internal stakeholders to enhance member satisfaction and service quality.