Contact Center Supervisor

Columbia Credit Union; Vancouver, Northern (WA, KY); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

401(k) with company match

Generous PTO and holidays

Tuition Reimbursement

Job summary

Columbia Credit Union in Vancouver, WA area is seeking a Contact Center Supervisor to lead daily operations, coach a team, and deliver outstanding member experiences.

You will supervise, onboard, manage performance, and back up the Center Manager while helping grow digital banking channels and ensuring compliance with policies. The role requires leadership, coaching, and strong communication skills.

Qualifications

• Proven leadership or supervisory experience in a contact center or banking setting.
• Strong coaching skills to develop team performance and service quality.
• Excellent written and verbal communication with customers and teammates.
• Ability to analyze performance metrics and drive process improvements.
• Proficiency with office software and contact center platforms.

Responsibilities

• Supervise, coach, and develop Contact Center staff.
• Support hiring, onboarding, training, and performance management.
• Serve as backup to the Contact Center Manager.
• Monitor metrics, service levels, quality, and productivity.
• Handle escalated member concerns and ensure timely resolution.
• Assist with workforce scheduling and payroll approvals.
• Support growth of digital banking and member channels.
• Maintain compliance with credit union policies and regulations.
• Provide hands-on support with calls, chats, and transactions.

Skills

Leadership

Customer Service

Team Player

Functional Expert

Microsoft Office

Banking Applications

Banking Regulations

Communication Skills

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 resolutionAssist 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, customer service, 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.