Member Service Center Lead — Coach, Resolve & Elevate

Champions First Credit Union; Tallahassee (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Training & development

Tuition reimbursement

Comprehensive benefits package

401(k) Retirement Plan with match

Profit sharing

Paid time off

Job summary

Champions First Credit Union in Tallahassee is seeking a Contact Center Supervisor to lead a team of member service representatives, coach performance, and ensure first-time-right service on calls, chat, and messages. You will manage escalations, support digital banking tools, track service levels, and collaborate with branches, lending, and IT to resolve problems while staying compliant with policies.

This full-time role offers ongoing training, benefits, and opportunities to grow with a

Qualifications

• Experience leading a contact center team.
• Strong communication and coaching skills.
• Ability to manage escalations and resolve member issues.

Responsibilities

• Coach and develop your team. Build confident, high-performing representatives through regular one-on-ones, real-time feedback, and clear goals.
• Set the standard for member service. Ensure friendly, accurate, first-time-right service on every call, chat, and message.
• Handle escalations. Take on the toughest member issues and complaints, de-escalate them, and resolve them fairly.
• Support digital banking. Troubleshoot online and mobile banking issues and help members get comfortable with self-service tools.
• Lead with data. Track service levels, quality scores, and member feedback, and turn the results into action.
• Improve how work gets done. Spot bottlenecks and repeat issues and build simpler, faster processes.
• Staff for demand. Plan schedules around contact volume so members get timely service during peak times.
• Protect members and the credit union. Keep the team compliant with BSA, OFAC, and Reg E, and catch fraud red flags early.
• Communicate and collaborate. Keep your team informed through change and partner with branches, lending, and IT to solve problems.
• Champion change. Help your team adopt new systems, tools, and ways of working as the credit union grows.

Skills

Coaching

Team leadership

Customer service

Problem solving

Communication

Job description

Champions First Credit Union in Tallahassee is seeking a Contact Center Supervisor to lead a team of member service representatives, coach performance, and ensure first-time-right service on calls, chat, and messages. You will manage escalations, support digital banking tools, track service levels, and collaborate with branches, lending, and IT to resolve problems while staying compliant with policies.

This full-time role offers ongoing training, benefits, and opportunities to grow with a