Member Advisor Supervisor - Contact Center

American Heritage Credit Union; Philadelphia (Philadelphia County); Presencial; USD 52.000 - 73.000; Jornada completa

Descripción de la vacante

American Heritage Credit Union is seeking a Supervisor for the Contact Center to support the Assistant Manager and lead a group of 10–12 Member Advisors. You will supervise, coach, and develop staff, ensure quality service in account transactions, loans, and new accounts, and maintain policy compliance.

Responsibilities include monitoring service levels, conducting monthly coaching, leading daily team meetings, and participating in process improvements to enhance member experiences across phone,

Formación

• Requires at least two years of customer service or cash handling experience.
• Must have 1–2+ years of supervisory experience in a financial institution.
• Strong interpersonal and communication skills essential for servicing members and staff.
• Judgment to solve day-to-day problems within established guidelines.

Responsabilidades

• Provide accurate information to members and respond within agreed time frames.
• Assist Assistant Branch Manager with supervision of staff and lead daily meetings.
• Monitor and maintain service levels across multiple member contact channels.
• Prepare month-end reports and support process improvement initiatives.
• Maintain confidentiality of member and employee information.

Conocimientos

Customer service

Supervisory experience

Interpersonal skills

Problem solving

Team leadership

Coaching

Educación

Two-year college degree

Descripción del empleo

Department: Contact Center. Reports to: Contact Center Assistant Manager.

To provide an ultimate level of service to the members, clients, and employees of American Heritage Federal Credit Union. This service will be delivered via actions, accountability and with integrity. This position assists branch manager in supervising staff and providing quality service to members in the areas of account transactions, loan applications, new accounts, and solving problems within established policies and guidelines.

Duties

• Must meet the following standards of service as evaluated by our internal and external members.
• I will provide accurate information.
• I will respond and follow through with all requests in the agreed upon time frame.
• I will conduct myself in a friendly and professional manner.
• I will listen effectively and offer solutions appropriate to you individual needs.
• I will project a whatever it takes attitude.
• I will address you by name and thank you for your business.
• Serve as a subject matter expert as it relates to all product & service offerings of American Heritage Credit Union.
• Assist members and associates via multiple channels which includes but is not limited to phone, video, chat, email, etc.
• Perform quality assurance monitoring (live and/or recorded) for the Member Advisors to ensure services levels are meeting and/or exceeding member and credit union expectations.
• Assist Assistant Branch Manager with supervision of Member Advisor staff, act as Team Leader for a group of ten to twelve Member Advisors.
• Maintain a highly motivated, well-trained staff and evaluate job performance within designated time frames to ensure quality of work and service to members and staff. Train staff and perform coaching leveraging various techniques (i.e.: closed door, side-by-side, etc.). Sessions should be completed on a monthly basis (at a minimum) and must be accompanied by signed, corresponding meeting minutes.
• Assist with the development of department goals and objectives for designated staff/area.
• Assist with the development and updates of departmental procedures.
• Responsible for continued development of the training program(s) as it relates to the designated staff.
• Consistently monitor various member service contact points, which includes but is not limited to: Chat, Message Board, Text and Queue(s) to ensure prescribed service levels are achieved.
• Attend and contribute effectively when selected to participate in Process Improvement Teams (PIT Crew)
• Provide various types of information (i.e.: procedural, company policies, etc.) to team members.
• Lead daily meetings with team to disseminate information, perform skill-practice and provide recognition.
• Assist in the recruiting process by attending interviews and recommending candidates for employment.
• Perform PAT settlement and troubleshooting as assigned.
• Prepare pertinent month-end reports as required.
• Keep all credit union member and employee related business in strictest confidence.
• Consistently maintains and improves skills and knowledge for efficient service delivery.
• Remain current and knowledgeable in all aspects of local, state and federal regulations that affect the credit union.

Qualifications

• At least two years of customer service or cash handling experience.
• Must have at least 1-2+ years of Supervisory experience in a financial institution
• Professional well-developed interpersonal skills essential for servicing credit union members and staff while projecting a positive image as representative for the credit union.
• Requires judgment to solve day-to-day problems but usually within established guidelines.

Education

• Requires a two-year college degree, completion of specialized course or trade school, or completion of a specialized and extensive in‑house training or apprenticeship program.

Work Hours

• Full-Time position
• Must be flexible and available to work Contact Center hours of operation:
• Monday- Friday - 7:00 a.m. to 7:00 p.m. & Saturday 9:00 a.m. to 3:00 p.m.