Member Services Supervisor

Lafayette Federal Credit Union; Rockville (MD); Hybrid; USD 64,000 - 69,000; Full time

Benefits offered by this job

Employer paid health insurance

401k employer matching contribution

Paid time off

Job summary

A community-focused financial institution in Rockville, MD, seeks a Member Services Supervisor to oversee a contact center team. This role requires strong leadership, member service management, and training skills to ensure operational efficiency and customer satisfaction. The ideal candidate has 1-3 years of related experience and a two-year college degree or equivalent training. This position offers a competitive salary of $64,000-$69,000 per year, along with an excellent benefits package including health insurance and retirement contributions.

Qualifications

• 1-3 years of experience in a similar role.
• Proficiency in Microsoft Office products.
• Familiarity with banking software is a plus.

Responsibilities

• Oversee the daily operations of a contact center team.
• Ensure specialists meet performance targets.
• Foster team development through training and process improvements.

Skills

Leadership

Member Service

Training & Development

Proficiency in Microsoft Office

Strong organizational skills

Excellent phone etiquette

Education

Two-year college degree or specialized certification

Tools

Microsoft Office

Job description

Overview

NOTICE: Job applicants limited to DC, MD, OR VA RESIDENTS. Position is hybird. Please note that we are exclusively considering applicants residing in the District of Columbia, Maryland, or Virginia for all open positions.

Join Lafayette Federal Credit Union, a proud recipient of USA Today's Top Workplaces of 2025 award!

We are expanding and looking for exceptional talent to support our members and contribute to our reputation as an employer of choice. Be a key player in our mission to become the premier financial partner for our community. Your skills and dedication are essential to our success.

Lafayette Federal may have the perfect opportunity for you! We are currently seeking a Member Services Supervisor to join our dynamic team!

About us

Our Difference: What makes Lafayette Federal cutting-edge? Lafayette Federal Credit Union is not only a great place to bank, but also a great place to work! We have been recognized nationally by Newsweek’s America’s Best Bank’s list, we’ve received a 5-star rating from Bauer financial, and we’ve also ranked #12 in S&P Global’s Top Performing Credit Union’s in 2022 for the second year in a row.

Our Culture: Lafayette Federal is about inclusion, diversity, high performance, and new opportunities. Teamwork and our sense of community also make Lafayette Federal a great place to work. Each person is valued for his or her unique set of skills. We share a common devotion to the people we serve, participating in charity events throughout each year and giving back to the community.

Our Opportunities: Professional development, training, and certification are a priority for our employees. We want you to reach your career goals and provide support that leads to opportunities of advancement within the industry.

About the role

We are currently seeking a highly skilled and experienced Member Services Supervisor to oversee the daily operations of a contact center team, ensuring specialists meet performance targets while delivering excellent member service. This role involves the resolution of member issues, driving quality assurance, managing correspondence, maintaining operational soundness, achieving sales and referral goals, and handling calls efficiently.

The Supervisor fosters team development through training, ensures proper use of technology and drives process improvements. Primary responsibilities include coaching Member Engagement Specialists, adjusting staffing to meet call volume requirements, promoting a member-centric environment, conducting quality assurance evaluations and driving behaviors to achieve desired results.

Requirements:

A day in the life of the Member Services Supervisor will include:

• Leadership – Oversees the daily operations of their team to meet key performance indicator goals. Tracks, monitors and reports on metrics; leading process improvements for efficiency.
• Member Service – Maintains an environment that drives member satisfaction. Manages escalated situations and ensures positive levels of sentiment & issue resolution, meeting established targets.
• Training & Development - Coaches and advises Member Engagement Specialists, fostering an environment for knowledge enhancement and career growth.
• Scheduling - Optimizes staffing to ensure member satisfaction throughout all business hours. Assigns tasks and is proactive in ensuring coverage for fluctuations in member interaction volume.
• Quality Assurance – Reviews calls and interactions for compliance, accuracy and cross-sell purposes. Identifies opportunities to strengthen the team’s performance in measured categories of abandonment rates, speed of answer, hold times and member satisfaction.
• Collaboration - Collaborates with internal and external teams to ensure positive member experiences and improvement of KPI results.

Experience/Education

• One year to three years of similar or related experience.
• (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Other Skills

• Proficiency in Microsoft Office products [Outlook, Word, Excel]. Familiarity with banking software is a plus.
• Customer focus and adaptability to different personality types.
• Strong organizational and time management skills with ability to work under tight deadlines.
• Proven problem-solving skills and complete comfort in a consultative sales and service environment.
• Excellent phone etiquette.
• Basic keyboarding/data entry skills.

Top benefits or perks

Joining Lafayette Federal comes with perks to support you in your personal and professional journey.

We provide employees with a generous benefits package including:

• Employer paid (99.9%) health insurance premium for single and family coverage (HMO Plan).
• Fully funded deductible (HMO Plan).
• 401k employer matching contribution.
• Income protection with life insurance, short and long-term disability.
• Paid time off, holiday leave & birthday leave.
• Educational assistance.
• Commuter benefits program and more!

Pay

$64,000.00 - $69,000.00 annually depending on experience and qualifications.

The job posting highlights the most critical responsibilities and requirements of the job. It is not all-inclusive. There may be additional duties, responsibilities, and qualifications for this job.

Lafayette Federal Credit Union is an Equal Opportunity and E-Verify Employer.
EOE/AA/DISABILITY/VETERAN.