Customer Service Lead - Contact Center

Members 1st Federal Credit Union; Enola (PA); On-site; USD 49,000 - 59,000; Full time

Job summary

Members 1st Federal Credit Union is seeking a Customer Service Assistant Manager to supervise the contact center and ensure high performance. The role focuses on coaching staff, handling escalations, and driving strong member experiences.

Ideal candidates have leadership experience and a solid understanding of credit union products. This position emphasizes quality, attendance, and performance monitoring in a fast-paced environment.

Qualifications

• 3-5 years of related experience.
• 1-3 years of leadership/management experience.

Responsibilities

• Supervise daily operational activities of contact center associates.
• Guide all aspects of overseeing a team of contact center associates.
• Process inbound member requests and ensure quality of transactions.
• Influence, educate and monitor associate performance to drive sales.

Skills

Excellent communication

Interpersonal skills

Attention to detail

Credit union products knowledge

Sales opportunity recognition

Coaching

Analytical skills

PC proficiency

Education

Associate degree or equivalent

Tools

CRM software

Office suite

Job description

Members 1st Federal Credit Union is seeking a Customer Service Assistant Manager to supervise the contact center and ensure high performance. The role focuses on coaching staff, handling escalations, and driving strong member experiences.

Ideal candidates have leadership experience and a solid understanding of credit union products. This position emphasizes quality, attendance, and performance monitoring in a fast-paced environment.