Supervisor - MSCC Specialty Teams (Bilingual English & Spanish Required)

About the role

The supervisor of specialty teams plays a pivotal role in advancing Golden 1 Credit Union’s service excellence by leading teams responsible for specialized member interactions. This includes overseeing product specialists, support representatives that handle escalated or complex cases, the fraud pod, the email/live chat team and the bilingual teams. This role will specifically support our bilingual teams; candidates are required to be bilingual in English and Spanish.

Responsibilities

• Provide inspirational leadership to specialty teams through coaching, training, and performance management, fostering a culture of excellence.
• Conduct regular performance evaluations, offering constructive feedback and development plans to align with Golden 1’s goals.
• Ensure cross-training across specialty functions, enabling adaptability and a comprehensive understanding of Golden 1’s products and services.
• Maintain an engaging work environment that emphasizes teamwork, open communication, and a commitment to continuous improvement.
• Manage team administrative needs, including payroll, personnel records, and performance reports.
• Collaborate with other supervisors and departments to design and implement strategies enhancing service delivery, operational efficiency, and member satisfaction.
• Develop actionable plans to meet and exceed Contact Center performance metrics, emphasizing quality resolution for escalated and complex cases.
• Act as a liaison across departments to ensure alignment and promote seamless service experiences for members.
• Regularly review and update team procedures, ensuring compliance with regulatory standards, security protocols, and organizational policies.
• May provide subject matter expertise and guidance for fraud management and resolution of complex or sensitive member inquiries.
• Ensure that specialized teams are equipped with the tools, knowledge, and resources to address member needs effectively.
• Partner with internal stakeholders to mitigate risks and maintain operational integrity.
• Stay informed on state and federal laws, including Bank Secrecy Act and anti-money laundering regulations, ensuring team compliance.
• Promote operational integrity by maintaining robust controls that align with Golden 1’s risk appetite.
• Complete required regulatory training modules and instill a compliance-focused culture within the team.
• Inspire team members by embodying Golden 1’s mission, vision, and core values.
• Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

Qualifications

• Education: Bachelor’s Degree in related field or equivalent work experience.
• Experience: Minimum of five years of progressive experience in member service/customer service roles, and at least one year of supervisory experience in a similar environment, preferably with specialty teams.
• Knowledge/Skills: Strong oral and written communications skills, current knowledge of The Golden 1 products, services, policies, and procedures, member relations, electronic banking equipment, credit union rules, regulations and sound working knowledge of the methods and principles of sound business practices.