Member Services Supervisor - Contact Center (Hybrid)

Direct Federal Credit Union; Needham Heights (MA); Hybrid; USD 39,000 - 48,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with match

Pension plan

Paid vacation

Sick leave

Personal time

Credit monitoring

Student loan repayment

Job summary

Direct Federal Credit Union is seeking a Member Services Supervisor to lead our Contact Center team in a hybrid role at our branch. You will supervise daily associate work, coach performance, and coordinate coverage while upholding policies and service standards.

This role requires at least three years of customer service experience in banking or credit union settings, plus supervisory experience, strong communication, and product knowledge to support daily operations and new initiatives.

Qualifications

• Minimum of three years of customer service experience in a banking or credit union environment.
• At least one year of supervisory, coaching, or team leadership experience.
• Strong working knowledge of financial products, policies, procedures, and service systems, with the ability to diagnose and resolve complex issues.
• Ability to provide direct, respectful coaching and hold team members accountable for performance and behavioral expectations.
• Strong ability to prioritize, multitask, and stay organized in a fast‑paced Contact Center environment.
• A positive, professional, and supportive leadership style.
• Excellent written and verbal communication skills.
• Strong computer skills, including Microsoft 365 applications.

Responsibilities

• Supervise daily associate work: Actively observe Contact Center activity through available support channels, live dashboards, queue information, and performance reporting to ensure associates follow policies, procedures, schedules, and service standards.
• Coach, assess, and recognize performance: Conduct one-on-ones, call monitoring, live coaching, documented feedback, performance conversations, and development planning. Coach procedural execution and recognize accomplishments and strengths.
• Develop team capability: Teach new processes and systems, reinforce prior training, support ongoing learning, provide cross-training, and maintain department procedures and training resources.
• Coordinate daily coverage: Maintain and distribute the daily department schedule, monitor associate activity and schedule execution, respond to same-day changes, and help ensure appropriate staffing coverage and service levels.
• Manage escalated member situations: Serve as the supervisory point of escalation for sensitive or difficult member situations, including issues involving member dissatisfaction or reputational risk, and work toward timely, effective resolution.
• Monitor and report performance: Run and analyze associate performance reports, identify individual and team trends, provide feedback to associates, and report relevant observations and needs to the Member Services Manager.
• Support products, systems, and change: Maintain strong working knowledge of Direct Federal products, services, digital tools, systems, and procedures. Become proficient in new product launches and process changes, help translate changes into daily operations, and reinforce consistent execution.
• Support operations: Assist with complex member-related work, queues, reports, and other day-to-day operational needs.

Skills

Customer service

Supervisory

Coaching

Communication

Microsoft 365

Job description

Our Mission: To deliver great rates that save our members money, provide easy access that saves them time, and offer remarkable service that preserves their peace of mind.

Our Vision: To be the lifelong trusted partner of more and more members as they pursue their dreams.

Our Purpose in Member Services: Every interaction should build stronger relationships, instill trust, empower financial decisions, and solve problems.

Who We’re Looking For

We’re seeking a Member Services Supervisor who is:

• A supportive people leader: You coach, guide, recognize, and develop team members through observation, call monitoring, feedback, one-on-ones, and ongoing training.
• A calm and confident problem solver: You manage sensitive member situations and escalations involving member dissatisfaction or reputational risk with professionalism and sound judgment.
• A knowledgeable resource: You understand credit union products, services, systems, policies, and procedures, and help associates apply them accurately.
• An attentive operator: You monitor staffing, queue activity, associate availability, service levels, and daily workflows, then respond when coverage or performance needs attention.
• A thoughtful evaluator: You assess performance, recognize accomplishments, identify development needs, and provide clear, growth-focused feedback.
• A constructive change leader: You learn new products and process changes, help the team adopt them, and model a positive and professional approach to change.

What You’ll Do

• Supervise daily associate work: Actively observe Contact Center activity through available support channels, live dashboards, queue information, and performance reporting to ensure associates follow policies, procedures, schedules, and service standards.
• Coach, assess, and recognize performance: Conduct one-on-ones, call monitoring, live coaching, documented feedback, performance conversations, and development planning. Coach procedural execution and recognize accomplishments and strengths.
• Develop team capability: Teach new processes and systems, reinforce prior training, support ongoing learning, provide cross-training, and maintain department procedures and training resources.
• Coordinate daily coverage: Maintain and distribute the daily department schedule, monitor associate activity and schedule execution, respond to same-day changes, and help ensure appropriate staffing coverage and service levels.
• Manage escalated member situations: Serve as the supervisory point of escalation for sensitive or difficult member situations, including issues involving member dissatisfaction or reputational risk, and work toward timely, effective resolution.
• Monitor and report performance: Run and analyze associate performance reports, identify individual and team trends, provide feedback to associates, and report relevant observations and needs to the Member Services Manager.
• Support products, systems, and change: Maintain strong working knowledge of Direct Federal products, services, digital tools, systems, and procedures. Become proficient in new product launches and process changes, help translate changes into daily operations, and reinforce consistent execution.
• Support operations: Assist with complex member-related work, queues, reports, and other day-to-day operational needs.

What You Bring

• Minimum of three years of customer service experience in a banking or credit union environment.
• At least one year of supervisory, coaching, or team leadership experience.
• Strong working knowledge of financial products, policies, procedures, and service systems, with the ability to diagnose and resolve complex issues.
• Ability to provide direct, respectful coaching and hold team members accountable for performance and behavioral expectations.
• Strong ability to prioritize, multitask, and stay organized in a fast‑paced Contact Center environment.
• A positive, professional, and supportive leadership style.
• Excellent written and verbal communication skills.
• Strong computer skills, including Microsoft 365 applications.

Preferred Experience With

• Account-opening and loan-origination platforms, such as MeridianLink, MANTL, Fuse, etc.
• Digital banking platforms, such as Alkami, Q2, Lumin, etc.
• Core banking platforms, such as Corelation Keystone, COCC, Jack Henry, etc.
• Card processing partners, such as Velera (PSCU/Co-op), Fiserv, etc.

Work Environment

This role is a hybrid position, requiring a combination of remote work and regular in‑person presence at our branch.

What We Offer

• Competitive hourly wage: $28–$35 per hour, based on experience.
• Comprehensive benefits package including:
  • Medical, dental, and vision insurance
  • Life and disability insurance
  • 401(k) with match and a pension plan
  • Paid vacation, sick, and personal time
  • Credit monitoring service
  • Student loan paydown program

Direct Federal Credit Union is an Equal Opportunity Employer (M/F/D/V).