Member Services Team Lead – Contact Center

American Heritage Credit Union; Philadelphia (Philadelphia County); On-site; USD 52,000 - 73,000; Full time

Job summary

American Heritage Credit Union is seeking a Supervisor for the Contact Center to support the Assistant Manager and lead a group of 10–12 Member Advisors. You will supervise, coach, and develop staff, ensure quality service in account transactions, loans, and new accounts, and maintain policy compliance.

Responsibilities include monitoring service levels, conducting monthly coaching, leading daily team meetings, and participating in process improvements to enhance member experiences across phone,

Qualifications

• Requires at least two years of customer service or cash handling experience.
• Must have 1–2+ years of supervisory experience in a financial institution.
• Strong interpersonal and communication skills essential for servicing members and staff.
• Judgment to solve day-to-day problems within established guidelines.

Responsibilities

• Provide accurate information to members and respond within agreed time frames.
• Assist Assistant Branch Manager with supervision of staff and lead daily meetings.
• Monitor and maintain service levels across multiple member contact channels.
• Prepare month-end reports and support process improvement initiatives.
• Maintain confidentiality of member and employee information.

Skills

Customer service

Supervisory experience

Interpersonal skills

Problem solving

Team leadership

Coaching

Education

Two-year college degree

Job description

American Heritage Credit Union is seeking a Supervisor for the Contact Center to support the Assistant Manager and lead a group of 10–12 Member Advisors. You will supervise, coach, and develop staff, ensure quality service in account transactions, loans, and new accounts, and maintain policy compliance.

Responsibilities include monitoring service levels, conducting monthly coaching, leading daily team meetings, and participating in process improvements to enhance member experiences across phone,