Contact Center Supervisor

Columbia-Credit-Union; Vancouver (WA); Hybrid; USD 39,000 - 43,000; Full time

Benefits offered by this job

401(k) with 100% match

Generous paid time off

Paid holidays & sick leave

Tuition Reimbursement

Hybrid work after onsite training

Job summary

Columbia Credit Union in Vancouver, WA is seeking a Contact Center Supervisor to lead a team delivering outstanding member experiences. You’ll coach staff, manage performance, and ensure service quality while supporting hiring, onboarding, and training efforts.

The role includes backup coverage for the manager and work across digital channels. The position emphasizes banking knowledge, regulatory compliance, and strong communication.

Qualifications

• Experience in leading or supervising a contact center team within banking or financial services.
• Strong customer service and communication skills with a focus on member experience.
• Familiarity with banking products, regulations, and compliance requirements.

Responsibilities

• Supervise, coach, and develop Contact Center employees.
• Support hiring, onboarding, training, and performance management.
• Serve as primary backup to the Contact Center Manager.
• Monitor performance metrics, service levels, and quality standards.
• Handle escalated member concerns and ensure timely resolution.
• Assist with scheduling, attendance, and payroll approvals.
• Analyze performance data and recommend process improvements.
• Facilitate team meetings and coaching sessions.
• Support growth of digital banking and member service channels.

Skills

Customer Service

Leadership

Banking Applications

Banking Regulations

Team Player

Leader

Functional Expert

Communication

Problem Solving

Tools

Microsoft Office

Contact Center Technology

Chat Platforms

Reporting Tools

Job description

Description

Make Life Better for Members, Communities, and Your Career

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Why Join Columbia Credit Union?

At Columbia Credit Union, we're more than a financial institution. With $2.5 billion in assets, 100,000+ members, and a mission of "Making Life Better," we've proudly served our communities since 1952. Our award-winning culture is built on teamwork, service excellence, and helping members achieve financial wellness.

Recognized as:

• Best of Clark County (2008-2026)
• Best in Business (2013-2024)

If you're passionate about helping people, solving problems, and delivering exceptional customer experiences, we'd love to meet you.

• Earning potential: $28.00 - $31.00/hour.
• $200/ month opt out
• 401(k) with 100% match up to 6% contribution
• Generous paid time off, paid holidays, sick leave, and extended sick leave
• Tuition Reimbursement

Incentives: Eligible for Back Office Incentive opportunities

Hybrid work opportunity after successful onsite training (Vancouver, WA/Portland, OR area residents only)

As the Contact Center Supervisor, you'll support daily contact center operations while coaching and developing a team focused on delivering outstanding member experiences.

Key responsibilities include:

• Supervise, coach, and develop Contact Center employees
• Support hiring, onboarding, training, and performance management
• Serve as the primary backup to the Contact Center Manager
• Monitor team performance, service levels, quality standards, and key metrics
• Handle escalated member concerns and ensure timely resolution
• Assist with workforce scheduling, attendance management, and payroll approvals
• Analyze performance data and recommend process improvements
• Facilitate team meetings, coaching sessions, and operational communications
• Support growth of digital banking and member service channels
• Maintain compliance with credit union policies, regulations, and service standards
• Provide hands-on support by assisting with calls, chats, and member transactions as needed
• Leadership, supervisory, or management experience in a contact center, banking, financial services, or related environment
• Strong experience coaching employees and driving team performance
• Excellent communication, conflict resolution, and customer service skills
• Ability to analyze performance metrics and implement process improvements
• Thorough knowledge of banking, credit union, or financial products, services, and regulations.
• Proficiency with Microsoft Office, contact center technology, chat platforms, and reporting tools
• Strong organizational skills with the ability to manage multiple priorities
• Ability to work between 7:00 a.m. and 6:30 p.m. as business needs require
• High level of accountability, sound judgment, and decision-making ability

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Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Equal Opportunity Employer/AA

Must be 18 or older to apply

Qualifications

Skills

Preferred

Banking Applications and Systems

Intermediate

Banking Regulations

Intermediate

Leadership

Intermediate

Customer Service

Advanced

Behaviors

Required

Team Player

Works well as a member of a group

Leader

Inspires teammates to follow them

Functional Expert

Considered a thought leader on a subject

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.