Contact Center Supervisor

Primary Duties And Responsibilities

• Coach and develop team members to reinforce and ensure consistent behaviors that positively impact referral and service goals.
• Conduct regular observations to ensure consistency in member-focused behaviors and facilitate one-to-one meetings with team members.
• Aid the Contact Center Manager in the day-to-day operations of the Contact Center, including evaluating performance, providing feedback, managing schedules, and upholding standards for team goals and metrics.
• Utilize advanced knowledge of GECU products, services, policies, and procedures to assist staff and members.
• Manage department volume through inbound call queues.
• Ensure all team members follow GECU's service standards for delivering optimal member service with all member interactions and internal department communication.
• Communicate organization and department goals to team members, ensuring they understand expectations and their role in achieving them.
• Manage any conflict resolution, including member escalations.
• Understand and adhere to regulatory and compliance standards, requirements, and policies, including operational expectations such as new account review and lending error correction.

Essential Responsibilities

Essential Responsibilities include:

• Coaching and developing team members to reinforce and ensure consistent behaviors that positively impact referral and service goals.
• Assist the Contact Center Manager in the day-to-day operations of the Contact Center, including evaluating performance, providing feedback, managing schedules, and upholding standards for team goals and metrics.
• Utilize advanced knowledge of GECU products, services, policies, and procedures to assist staff and members.
• Manage department volume through inbound call queues.
• Ensure all team members follow GECU's service standards for delivering optimal member service with all member interactions and internal department communication.
• Communicate organization and department goals to team members, ensuring they understand expectations and their role in achieving them.
• Manage any conflict resolution, including member escalations.
• Understand and adhere to regulatory and compliance standards, requirements, and policies, including operational expectations such as new account review and lending error correction.

Education And Experience

• High school diploma, or GED; bachelor’s degree preferred.
• Minimum two years experience in a member facing role at a financial institution required.
• Minimum two years of phone experience preferred.
• Minimum two years Supervisor or leadership experience preferred.
• Sales and service referral experience preferred.

Knowledge, Skills, And Abilities

• Strong interpersonal and customer service skills needed to create an exceptional member experience.
• Good communication skills, both written and verbal.
• Working knowledge of products and services relevant to role; ability to learn and train others.
• Advanced ability to resolve complex member concerns and escalated issues.
• Advanced ability to resolve complex member concerns and escalated issues.
• Advanced ability to resolve complex member concerns and escalated issues.

Benefits

• Health, Dental and Vision insurance.
• Life and Disability insurance options.
• Paid Time Off starts accruing once hired and take your birthday off – paid.
• 401k Retirement plan with up to a 10% match of your base gross compensation.
• Tuition reimbursement opportunities & professional development.
• Volunteer opportunities – and earn additional PTO hours!
• On-site clinics for Vaccines and Mammograms.
• And many more!

About GECU

At GECU, we want to support your wellbeing by offering a wide range of benefits:

• Health, Dental and Vision insurance.
• Life and Disability insurance options.
• Paid Time Off starts accruing once hired and take your birthday off – paid.
• 401k Retirement plan with up to a 10% match of your base gross compensation.
• Tuition reimbursement opportunities & professional development.
• Volunteer opportunities – and earn additional PTO hours!
• On-site clinics for Vaccines and Mammograms.
• And many more!

Equal Opportunity Employer

General Electric Credit Union is an Equal Opportunity Employer.