Member Service Center Supervisor: Lead & Coach Teams

BrightStar Credit Union; Florida; Vor Ort; USD 42.000 - 60.000; Vollzeit

Benefits dieser Stelle

Medical benefits

401K with Matching

Tuition Reimbursement

Supplemental Benefits

Engagement Area

Wellness Studio

Life Insurance

HSA Contributions

Zusammenfassung

BrightStar Credit Union is seeking a Member Service Center Supervisor in Florida to lead a team delivering high-quality member interactions and coaching for performance excellence. This role will be the first escalation point for calls and will partner with QA, Business Analysis, and MSC management to maintain efficient operations and great service.

The position emphasizes mentorship, training coordination, policy guidance, and continuous process improvements to elevate customer satisfaction and

Qualifikationen

• Experience: One to two years of contact center and banking experience required.
• Supervisory or related experience is required.

Aufgaben

• Provide guidance, support, and mentorship to Contact Center Representatives, fostering a positive and productive work environment
• Conduct regular one-on-ones, performance reviews, and development planning; provide timely feedback, recognition, and corrective action as needed.
• Identify skill or knowledge gaps and recommend targeted training resources. Proactively communicate with the MSC Manager about trends and findings
• Encourage professional growth and career development pathways for team members.
• Serve as the first escalation point for member issues and supervisor requests from Contact Center Representatives of all levels.
• Assist with training exercises to enhance agent skills and knowledge, including assisting with onboarding new hires.
• Grant exceptions to MSC guidelines within authorized limits.
• Take initiative to identify and implement improvements in contact center processes and workflows to enhance efficiency and member satisfaction.
• Recommend policy, procedure, and process changes to MSC Management as needed to improve departmental performance.
• Conduct monthly 1:1 performance coaching sessions with each CCR to review quality scores, KPIs, behavioral expectations, and development goals.
• Respond to member inquiries and requests, including account information, IRA and loan questions, following the sunset policy to resolve issues appropriately.
• Accept and process new membership and loan applications.
• Perform member transactions such as deposits, withdrawals, transfers, and payments.
• Answer member calls in the inbound queue during periods of high call volume.
• Perform other related duties as assigned.
• Maintain up-to-date knowledge of B.S.A. Compliance training.

Kenntnisse

Supervisory experience

Contact center experience

Banking experience

Customer service

Ausbildung

High School Diploma

Jobbeschreibung

BrightStar Credit Union is seeking a Member Service Center Supervisor in Florida to lead a team delivering high-quality member interactions and coaching for performance excellence. This role will be the first escalation point for calls and will partner with QA, Business Analysis, and MSC management to maintain efficient operations and great service.

The position emphasizes mentorship, training coordination, policy guidance, and continuous process improvements to elevate customer satisfaction and