Supervisor Member Care

Essential Responsibilities

• 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.

Qualifications

• Minimum - High School or Equivalent
• Preferred - 4 Year Bachelors Degree in Finance, Business or Related
• Minimum - 5 Years Sales, Customer Service or Related
• Preferred - 1 Year People Management

Skills

• People Management
• Customer Service
• Team Leadership
• Performance Management
• Training and Development
• Problem Solving
• Member Service Quality
• Product Knowledge

Benefits

• 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
• Education reimbursement

Pay

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

Schedule

Not specified

Education & Years of Experience

Minimum - High School or Equivalent
Preferred - 4 Year Bachelors Degree in Finance, Business or Related
Minimum - 5 Years Sales, Customer Service or Related
Preferred - 1 Year People Management

Compensation

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

Bank Secrecy Act Compliance

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act.

EEO Statement

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.