Member Services Supervisor - Hybrid Lead & Growth Coach

Minority Professional Network, Inc.; Needham (MA); On-site; USD 39,000 - 48,000; Full time

Benefits offered by this job

Competitive hourly wage

Benefits package including medical,...

401(k) with match and pension

Paid vacation, sick, and personal time

Job summary

Direct Federal Credit Union is seeking a Member Services Supervisor in a hybrid role, based in Needham, MA. You will supervise daily member services activity, coach staff, and develop team capabilities while handling escalated member situations and ensuring service standards across channels.

You’ll partner with leadership to monitor performance and support product changes, with a focus on accuracy, empathy, and process adherence. A strong customer-service background in banking is essential.

Qualifications

• Minimum of three years of customer service experience in banking or credit union environments.
• Experience supervising, coaching, or leading teams.
• Strong understanding of financial products, policies, and service systems.
• Ability to provide direct, respectful coaching and hold team members accountable.

Responsibilities

• Supervise daily associate work and monitor service standards.
• Coach, assess, and recognize performance of team members.
• Develop team capability through training and cross-training.
• Coordinate daily coverage and schedule adherence.
• Manage escalated member situations and resolve issues.
• Monitor and report performance through dashboards and reports.
• Support products, systems, and change initiatives.
• Assist with complex member-related work and operational needs.

Skills

Customer service

Supervisory experience

Coaching

Communication

Forecasting/workload management

Problem solving

Organizational skills

Leadership

Team development

Tools

Microsoft 365

Job description

Direct Federal Credit Union is seeking a Member Services Supervisor in a hybrid role, based in Needham, MA. You will supervise daily member services activity, coach staff, and develop team capabilities while handling escalated member situations and ensuring service standards across channels.

You’ll partner with leadership to monitor performance and support product changes, with a focus on accuracy, empathy, and process adherence. A strong customer-service background in banking is essential.