Supervisor Member Care

Alliant Credit Union; Chicago (IL); Hybrid; USD 57,500 - 89,500; Full time

Benefits offered by this job

Annual performance bonus

Work from home up to 3 days a week

Paid parental leave

Employee discount programs

Time off including paid personal and s

11 paid holidays

Job summary

Alliant Credit Union is seeking a lead for the executive contact center team to coach employees, manage performance, and ensure exceptional member service. You will partner with management to drive development and accountability across shifts and programs.

You will hire, onboard, and develop staff while monitoring performance metrics, coaching for service quality, and addressing escalations to enhance member satisfaction while maintaining regulatory compliance.

Qualifications

• Minimum high school diploma or equivalent.
• Preferred bachelor’s degree in Finance, Business or related field.
• Minimum 5 years in Sales, Customer Service or related roles.
• Preferred 1 year of people management experience.

Responsibilities

• Lead and coach a contact center team to achieve individual, team, and organizational goals.
• Hire, onboard, train, and retain assigned team members.
• Monitor calls, provide real-time feedback and recognition, and coach for quality and performance.
• Ensure training compliance for regulatory, product, sales, and recurring learning.
• Collaborate with management to deliver a consistent member experience and resolve escalations.

Skills

Customer service

Sales

People management

Education

High School diploma or equivalent

Bachelor's degree in Finance, Business or related

Job description

Locations

Showing 1 location Touhy-Oper Support Center
11545 W Touhy Ave
Chicago, IL 60666, USA

• Hybrid
• Customer Service/Support
• Full-Time
• Requisition #: SUPER001945

Description

Lead and coach employees through the day-to-day operational responsibilities of a contact center. Work with the management to drive employee development and performance management by monitoring, motivating, recognizing, and coaching the team in order to enhance job performance. Identify and solve complex member issues, coach and train employees in the areas of member service quality, and product knowledge.

• Manage and develop assigned contact center team in order to achieve individual, team and organizational goals.
• Lead the hiring, onboarding, training and retention of assigned team.
• Monitor phone calls, conduct side‑by‑side coaching and provide real‑time feedback, motivation and recognition to assigned team and assigned programs.
• Ensure assigned team's training is completed in a timely fashion whether regulatory, compliance, new product, sales or reoccurring learning.
• Assess team performance to ensure successful achievement of goals including quality, sales and service measurements.
• Partner with management to drive and communicate the need for a consistent and impactful member experience.
• Resolve member escalations in an effective manner, ensuring member satisfaction and evaluation of processes and procedures in order to minimize further issues.
• Collaborate other departments in resolving member issues.
• Capture, analyze, and understand the internal environment, team dynamics, and talent capabilities to address organizational refinement, agility and growth as well as assess and provide discerning development, insightful coaching and talent utilization/optimization for direct reports.
• Provide a structural and consistent approach to ensure that individual development plans are in place, performance management is consistent, performance management process is respected and followed, and coaching and feedback are provided on a regular and dynamic basis.

Education & Years of Experience

• Minimum - High School or Equivalent
• Preferred - 4 Year Bachelors Degree inFinance, Business or Related
• Minimum -5 YearsSales, Customer Service or Related
• Preferred -1 Year People Management

Typical hiring range: $57,500.00 to $89,500.00 Annually. Actual compensation will be determined using factors such as experience, skills & knowledge.

Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match including:

• Annual performance bonus
• Work from home up to 3 days a week
• Paid parental leave
• Employee discount programs
• Time off including paid personal and sick days
• 11 paid holidays

*Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.

The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications

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Education

Experience

Licenses & Certifications

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.