Lead, MSCC Specialty Teams & Complex Cases

Golden 1 Credit Union; Sacramento (CA); On-site; USD 85,150 - 87,000; Full time

Job summary

Golden 1 Credit Union seeks a Supervisor for MSCC Specialty Teams in Sacramento. You will lead product specialists, escalation support, the fraud pod, email/live chat, and bilingual teams.

Reporting to the Manager – Contact Center Operations, you will coach staff, drive performance, ensure cross-training, and maintain a high standard of member service while upholding regulatory requirements.

Qualifications

• Bachelor's degree or equivalent work experience required.
• Five years of progressive member service experience.
• At least one year in a supervisory role.
• Strong oral and written communication skills.
• Knowledge of Golden 1 products, services, policies and procedures.

Responsibilities

• Provide inspirational leadership to specialty teams through coaching and performance management.
• Conduct regular performance evaluations with feedback and development plans.
• Ensure cross-training across specialty functions for adaptability.
• Maintain an engaging work environment emphasizing teamwork and communication.
• Manage payroll, personnel records, and performance reports for the team.
• Collaborate with other supervisors to improve service delivery and efficiency.
• Develop plans to meet and exceed Contact Center performance metrics.
• Act as liaison across departments to ensure seamless member experiences.
• Review and update procedures for regulatory compliance and security.
• Provide subject matter guidance for fraud management when needed.

Skills

Oral and written communication

Customer service

Leadership

Product knowledge

Education

Bachelor's Degree or equivalent

Job description

Golden 1 Credit Union seeks a Supervisor for MSCC Specialty Teams in Sacramento. You will lead product specialists, escalation support, the fraud pod, email/live chat, and bilingual teams.

Reporting to the Manager – Contact Center Operations, you will coach staff, drive performance, ensure cross-training, and maintain a high standard of member service while upholding regulatory requirements.