Member Experience Lead, Contact Center

General Electric Credit Union; Blue Ash (OH); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health, Dental and Vision insurance

401k Retirement plan with match

Paid Time Off

Tuition reimbursement

On-site clinics

Volunteer opportunities

Life and Disability insurance

Job summary

General Electric Credit Union in Cincinnati area seeks a Contact Center Supervisor to lead a team of Member Service Specialists, coach performance, and ensure high-quality member service results.

You will monitor operations, manage scheduling, handle escalations, and drive continuous improvement while upholding compliance and service standards. A strong banking background and proven leadership are required.

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.
• Minimum four years of banking or credit union experience preferably with lending experience.
• Proven experience in mentoring, coaching or leading teams.

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
• Monitor member interaction volume and allocate resources to meet service levels
• Lead coaching and development through observation, feedback, and performance discussions
• Ensure adherence to compliance, quality control, and risk management requirements
• Use reporting and analytics to drive improvements and set team goals
• Supervise direct reports, manage workload, scheduling, and career development
• Foster accountability, collaboration, and professionalism within the team
• Coach Specialists to identify member needs and create meaningful referral conversations
• Ensure referrals are complete, accurate, and aligned to member needs for handoffs to sales
• Monitor member trends and collaborate with other groups to resolve concerns
• Collaborate with partners on development of team members
• Communicate goals and expectations to the team
• Support staffing decisions and talent metrics
• Maintain knowledge of GECU products, services, policies, and procedures

Skills

Team leadership

Customer service

Communication

Coaching

Emotional intelligence

Microsoft Office

Training

Education

College degree in business or related

High school diploma or GED

Banking/credit union experience

Tools

Microsoft Office Suite

Job description

General Electric Credit Union in Cincinnati area seeks a Contact Center Supervisor to lead a team of Member Service Specialists, coach performance, and ensure high-quality member service results.

You will monitor operations, manage scheduling, handle escalations, and drive continuous improvement while upholding compliance and service standards. A strong banking background and proven leadership are required.