Member Experience Center Lead

General Electric Credit Union; Cincinnati, Northern (OH, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health, Dental and Vision insurance

Life and Disability insurance options

Paid Time Off starts accruing onceh?

401k Retirement plan with matching

Tuition reimbursement opportunities &?

Volunteer opportunities and extra PTO

On-site clinics for vaccines and mamm

Job summary

General Electric Credit Union in Cincinnati seeks a Contact Center Supervisor to lead a team of Member Service Specialists, coach staff, manage scheduling, and resolve escalated member concerns to maintain exceptional service.

You will monitor performance, drive process improvements, ensure compliance and service standards, and partner with other departments to deliver a seamless member experience.

Qualifications

• High school diploma or GED required; college degree in business, accounting or related field preferred
• Minimum five years of experience handling member inquiries in a call center environment or equivalent
• Minimum four years of banking or credit union experience preferably with lending experience
• Proven experience in fostering relationships with customers
• Prior experience in mentoring, coaching or leading teams preferred

Responsibilities

• Provide leadership and guidance to a team of Specialists, ensuring high-quality service delivery and advanced problem resolution
• Serve as the primary escalation point for complex, sensitive, and high-impact member concerns, providing expert guidance and resolution support
• Monitor member interaction volume, ensuring proper allocation of team resources and service level expectations
• Lead coaching and development efforts through regular observation, feedback, and performance discussions that reinforce GECU’s Consultative Approach
• Ensure adherence to compliance, quality control, audit requirements, and operational controls while maintaining a strong risk-conscious culture
• Utilize reporting and analytics to monitor team effectiveness, establish goals, measure performance, and drive continuous improvement
• Provide immediate supervision of direct reports, including performance management and scheduling oversight
• Foster a culture of accountability, collaboration, and professionalism to support engagement and business objectives
• Coach a team to identify member needs and create meaningful conversations that uncover referral opportunities while maintaining an exceptional member experience
• Monitor and coach referral quality, ensuring referrals are complete and aligned to member needs
• Monitor trends for members reaching out to the Contact Center and collaborate with specialized groups to resolve concerns
• Collaborate with department partners for development of team members
• Ensure all team members follow service standards, policies and best practices for delivering optimal member service
• Communicate organization’s goals and expectations to team members
• Work with Manager to elevate team members and influence staffing decisions
• Communicate organizational goals and department expectations aligning with GECU’s success
• Maintain advanced knowledge of GECU products, services, policies and procedures as SME

Skills

Leadership

Communication

Problem solving

Coaching

MS Office

Education

High school diploma or GED

College degree preferred (business, accounting or related)

Tools

Microsoft Office Suite

Job description

General Electric Credit Union in Cincinnati seeks a Contact Center Supervisor to lead a team of Member Service Specialists, coach staff, manage scheduling, and resolve escalated member concerns to maintain exceptional service.

You will monitor performance, drive process improvements, ensure compliance and service standards, and partner with other departments to deliver a seamless member experience.