Member Experience Team Lead

American Heritage Credit Union; Philadelphia (Philadelphia County); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Health benefits

401(k) with match

Career growth opportunities

Job summary

American Heritage Credit Union is seeking a Member Relations Supervisor to lead the VMXAs and Concierge Specialists in the Contact Center, ensuring premier member service and achievement of performance targets. The role includes coaching, performance analysis, and staff development across multiple communication channels.

You will supervise day-to-day operations, maintain high staff motivation, and ensure adherence to policies while acting as a subject matter expert on all credit union products

Qualifications

• 1–3+ years of related experience in a financial institution contact center environment.
• Associates Degree or completion of a specialized business/trade program or in-house training.
• Certified Credit Union Financial Counselor (CCUFC) via FICEP required.
• Strong interpersonal, verbal and written communication skills for supervising staff and serving members.

Responsibilities

• Oversee day-to-day operations of VMXAs and Concierge Specialists in the Contact Center, including scheduling, policy adherence, staff training and premier service delivery.
• Conduct coaching sessions, evaluate performance, document outcomes, and support staff development and growth.
• Serve as SME on all American Heritage products and services and assist members via multiple channels (phone, video, chat, email).
• Mentor staff to deliver consistent, high-quality service and resolve member questions, problems, and complaints.

Skills

Staff supervision

Coaching

Customer service

Communication

Problem solving

Education

Associates degree

CCUFC certification

Tools

CRM software

Job description

American Heritage Credit Union is seeking a Member Relations Supervisor to lead the VMXAs and Concierge Specialists in the Contact Center, ensuring premier member service and achievement of performance targets. The role includes coaching, performance analysis, and staff development across multiple communication channels.

You will supervise day-to-day operations, maintain high staff motivation, and ensure adherence to policies while acting as a subject matter expert on all credit union products