Member Experience Supervisor, Call Center Leadership

California Credit Union; Glendale (CA); On-site; USD 44,000 - 57,000; Full time

Job summary

California Credit Union in Glendale, CA is seeking a MSR Supervisor for the Member Engagement Center. The role encompasses supervising call center activities, handling complex member inquiries, and driving cross-sell initiatives. The position is full-time and based in Glendale, CA.

Responsibilities include guiding staff, monitoring performance, ensuring compliance with policies, and contributing to efficient operations in a dynamic member service environment.

Qualifications

• Four to five years of progressively responsible experience in a call center environment as a lead.
• Strong understanding of call center policies, procedures, member transactions and system applications.
• College coursework desired.

Responsibilities

• Provides prompt, efficient and courteous service to members via phone to present a professional image of the credit union.
• Assists with handling complex member issues and inquiries; researches accounts and consults with the manager for resolution.
• Promotes cross-sell opportunities and referrals; coaches staff to meet cross-sell goals.
• Directs daily work, assigns duties and schedules, ensures effective staff utilization and operational efficiency.
• Reviews timecards, corrects discrepancies and monitors reporting to ensure accuracy.
• Oversees end-of-day balancing; provides overrides within limits and maintains compliance.

Skills

Communication

Time management

Analysis

Customer service

Cross-sell

Teamwork

Planning

Problem-solving

Judgment

Education

College coursework desired

Job description

California Credit Union in Glendale, CA is seeking a MSR Supervisor for the Member Engagement Center. The role encompasses supervising call center activities, handling complex member inquiries, and driving cross-sell initiatives. The position is full-time and based in Glendale, CA.

Responsibilities include guiding staff, monitoring performance, ensuring compliance with policies, and contributing to efficient operations in a dynamic member service environment.