Digital Experience Team Lead - Member Care

Champions First Credit Union; Tallahassee (FL); Vor Ort; USD 52.000 - 75.000; Vollzeit

Benefits dieser Stelle

Health Insurance

Dental Insurance

Vision Insurance

401(k) with employer match

Profit sharing

Generous paid time off

Zusammenfassung

Champions First Credit Union seeks a Contact Center Supervisor to lead the Digital Experience team in delivering exceptional member service across all digital channels and calls. You’ll coach staff, manage escalations, and ensure efficient, compliant operations from Tallahassee.

You will drive performance with data, optimize processes, and collaborate with branches, lending, and IT while maintaining a strong focus on member satisfaction and risk controls.

Qualifikationen

• 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
• Advanced written communication and interpersonal skills

Aufgaben

• Lead the Digital Experience team to deliver outstanding member service across all digital channels and the call center
• Coach and develop team members through regular one-on-ones, feedback, and clear goals
• Handle escalations and resolve member issues fairly
• Support digital banking and troubleshoot online/mobile issues for members
• Track service levels and feedback; translate data into action
• Plan schedules to cover peak times and manage workload
• Ensure compliance with BSA, OFAC, and Reg E; detect fraud signals
• Collaborate with branches, lending, and IT to solve problems
• Lead change and adoption of new systems and tools

Kenntnisse

Supervisory experience

Customer service

Communication skills

Problem solving

Ausbildung

High school diploma

Jobbeschreibung

Champions First Credit Union seeks a Contact Center Supervisor to lead the Digital Experience team in delivering exceptional member service across all digital channels and calls. You’ll coach staff, manage escalations, and ensure efficient, compliant operations from Tallahassee.

You will drive performance with data, optimize processes, and collaborate with branches, lending, and IT while maintaining a strong focus on member satisfaction and risk controls.