Member Services Lead — Hybrid, Coaching & Impact

Direct Federal Credit Union; Needham (MA); Hybrid; USD 80,231,000 - 100,289,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Pension plan

Paid vacation

Paid sick leave

Credit monitoring

Job summary

Direct Federal Credit Union in Needham, MA, seeks a Member Services Supervisor to lead a call center and branch support team. You will coach staff, monitor performance, and ensure excellent member experiences across channels.

You will apply knowledge of credit union products and services, work on process improvements, and help translate changes into daily workflows. Hybrid work and competitive benefits are offered.

Qualifications

• Three years of customer service experience in banking or credit union environment.
• At least one year of supervisory, coaching, or team leadership experience.
• Strong knowledge of financial products, policies, procedures, and service systems.

Responsibilities

• Supervise daily associate work and ensure adherence to policies and service standards.
• Coach, assess, and recognize performance through one-on-ones and feedback.
• Develop team capability through training and cross-training.
• Coordinate daily coverage and staffing for service levels.
• Manage escalated member situations with professionalism and resolve.

Skills

Customer service

Supervisory experience

Policy knowledge

Communication skills

Microsoft 365

Tools

MeridianLink

MANTL

Alkami

Q2

Lumin

Corelation Keystone

COCC

Jack Henry

Velera

Fiserv

Job description

Direct Federal Credit Union in Needham, MA, seeks a Member Services Supervisor to lead a call center and branch support team. You will coach staff, monitor performance, and ensure excellent member experiences across channels.

You will apply knowledge of credit union products and services, work on process improvements, and help translate changes into daily workflows. Hybrid work and competitive benefits are offered.