Digital Experience & Contact Center Lead

Champions First Credit Union; Cantonment (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health/Dental/Vision Insurance

401(k) with up to 4% match

Profit sharing

Generous PTO including holidays

Ongoing training and development

Job summary

Champions First Credit Union is seeking a Contact Center Supervisor to lead the Digital Experience team and guide members across all channels. You will coach a team of representatives, ensure high-quality member service, and resolve escalations while supporting digital banking tools.

The role emphasizes data-driven leadership, process improvement, and collaboration with branches, lending, and IT to deliver consistent, first-time-right service.

Qualifications

• High school diploma plus two years of advanced knowledge and experience in member service at a credit union or financial institution.
• At least one year of direct supervisory experience.
• Extensive knowledge of credit union products and services.
• Ability to lead by example and apply policies and procedures consistently across your team.
• Professional interpersonal skills and a positive, welcoming presence.
• Advanced written communication skills; complete sentences, proper grammar, and error-free emails and letters.
• Intermediate math skills, comfortable working with percentages, decimals, and fractions.
• Comfortable sitting at a desk and working on a computer for long periods.

Responsibilities

• Coach and develop your team. Build confident, high-performing representatives through regular one-on-ones, real-time feedback, and clear goals.
• Set the standard for member service. Ensure friendly, accurate, first-time-right service on every call, chat, and message.
• Handle escalations. Take on the toughest member issues and complaints, de-escalate them, and resolve them fairly.
• Support digital banking. Troubleshoot online and mobile banking issues and help members get comfortable with self-service tools.
• Lead with data. Track service levels, quality scores, and member feedback, and turn the results into action.
• Improve how work gets done. Spot bottlenecks and repeat issues and build simpler, faster processes.
• Staff for demand. Plan schedules around contact volume so members get timely service during peak times.
• Protect members and the credit union. Keep the team compliant with BSA, OFAC, and Reg E, and catch fraud red flags early.
• Communicate and collaborate. Keep your team informed through change and partner with branches, lending, and IT to solve problems.
• Champion change. Help your team adopt new systems, tools, and ways of working as the credit union grows.

Skills

Leadership

Supervisor experience

Customer service

Credit union knowledge

Communication

Education

High school diploma

Job description

Champions First Credit Union is seeking a Contact Center Supervisor to lead the Digital Experience team and guide members across all channels. You will coach a team of representatives, ensure high-quality member service, and resolve escalations while supporting digital banking tools.

The role emphasizes data-driven leadership, process improvement, and collaboration with branches, lending, and IT to deliver consistent, first-time-right service.