Member Services Supervisor - Hybrid Leadership & Growth

Direct; Needham, Northern (MA, KY); Hybrid; USD 39,000 - 48,000; Full time

Benefits offered by this job

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

Job summary

Direct Federal Credit Union is seeking a Member Services Supervisor to lead a contact center team in a hybrid branch setting. You will supervise daily associate activities, coach for performance, and drive cross-training to sustain service standards and policy adherence.

You will coordinate schedules, monitor queue activity, and manage escalated member situations with professionalism, aiming for timely, positive resolutions while using Direct Federal products and systems proficiently.

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 experience

Communication skills

Multitasking

Organization

Coaching

Positive leadership style

Microsoft 365

Tools

MeridianLink

MANTL

Fuse

Alkami

Q2

Lumin

Corelation Keystone

COCC

Jack Henry

Velera

Fiserv

Job description

Direct Federal Credit Union is seeking a Member Services Supervisor to lead a contact center team in a hybrid branch setting. You will supervise daily associate activities, coach for performance, and drive cross-training to sustain service standards and policy adherence.

You will coordinate schedules, monitor queue activity, and manage escalated member situations with professionalism, aiming for timely, positive resolutions while using Direct Federal products and systems proficiently.