Member Relations Supervisor

About the role

This role serves as a primary point of contact for staff responsible for building member relationships (new and existing) and providing a premier member experience. The Member Relations Supervisor manages daily tasks and activities, handles member accounts, answers member and employee questions, cross-trains and directly supervises staff, resolves escalated interactions, and ensures adherence to performance metrics.

Responsibilities

• Serve as a subject matter expert for all product and service offerings of American Heritage Credit Union.
• Assist members and associates via multiple channels, including phone, video, chat, and email.
• Perform quality assurance monitoring (live and/or recorded) for Virtual Member Experience Advisors and Concierge Specialists to ensure service levels meet or exceed expectations.
• Supervise Virtual Member Experience Advisors and Concierge Specialists in collaboration with the Assistant Branch Manager.
• Maintain a highly motivated, well-trained staff and evaluate job performance within designated time frames.
• Train and coach staff using techniques such as closed-door and side-by-side sessions, with monthly sessions at a minimum, accompanied by signed meeting minutes.
• Collaborate with staff to review loan underwriting requests and counteroffers.
• Assist in developing department goals and objectives for designated staff and areas.
• Contribute to the development and updates of departmental procedures.
• Oversee the continued development of training programs for designated staff.
• Provide procedural and company policy information to team members.
• Prepare pertinent month-end reports as required.

Requirements

• At least two years of customer service or cash handling experience.
• At least 1-2 years of supervisory experience in a financial institution.
• Professional, well-developed interpersonal skills for servicing members and staff while projecting a positive image.
• Ability to use judgment to solve day-to-day problems within established guidelines.

Schedule

Full-time position with rotating shifts covering Contact Center hours of operation:

• Monday–Friday: 7:00 a.m. to 7:00 p.m.
• Saturday: 9:00 a.m. to 3:00 p.m.

Benefits

• Competitive salary.
• Paid time off.
• Health benefits.
• 401(k) with a generous company match.
• Future growth opportunities within the company.