Member Advisor Supervisor - Contact Center

Job Title

To provide an ultimate level of service to the members, clients, and employees of American Heritage Federal Credit Union. This service will be delivered via actions, accountability and with integrity. This position assists branch manager in supervising staff and providing quality service to members in the areas of account transactions, loan applications, new accounts, and solving problems within established policies and guidelines.

Duties:

• Must meet the following standards of service as evaluated by our internal and external members.
• I will provide accurate information.
• I will respond and follow through with all requests in the agreed upon time frame.
• I will conduct myself in a friendly and professional manner.
• I will listen effectively and offer solutions appropriate to you individual needs.
• I will project a whatever it takes attitude.
• I will address you by name and thank you for your business.
• Serve as a subject matter expert as it relates to all product & service offerings of American Heritage Credit Union.
• Assist members and associates via multiple channels which includes but is not limited to phone, video, chat, email, etc.
• Perform quality assurance monitoring (live and/or recorded) for the Member Advisors to ensure services levels are meeting and/or exceeding member and credit union expectations.
• Assist Assistant Branch Manager with supervision of Member Advisor staff, act as Team Leader for a group of ten to twelve Member Advisors.
• Maintain a highly motivated, well-trained staff and evaluate job performance within designated time frames to ensure quality of work and service to members and staff. Train staff and perform coaching leveraging various techniques (i.e.: closed door, side-by-side, etc.). Sessions should be completed on a monthly basis (at a minimum) and must be accompanied by signed, corresponding meeting minutes.
• Assist with the development of department goals and objectives for designated staff/area.
• Assist with the development and updates of departmental procedures.
• Responsible for continued development of the training program(s) as it relates to the designated staff.
• Consistently monitor various member service contact points, which includes but is not limited to: Chat, Message Board, Text and Queue(s) to ensure prescribed service levels are achieved.
• Attend and contribute effectively when selected to participate in Process Improvement Teams (PIT Crew)
• Provide various types of information (i.e.: procedural, company policies, etc.) to team members.
• Lead daily meetings with team to disseminate information, perform skill-practice and provide recognition.
• Assist in the recruiting process by attending interviews and recommending candidates for employment.
• Perform PAT settlement and troubleshooting as assigned.
• Prepare pertinent month-end reports as required.
• Keep all credit union member and employee related business in strictest confidence.
• Consistently maintains and improves skills and knowledge for efficient service delivery.
• Remain current and knowledgeable in all aspects of local, state and federal regulations that affect the credit union.

Qualifications:

• At least two years of customer service or cash handling experience.
• Must have at least 1-2+ years of Supervisory experience in a financial institution
• Professional well-developed interpersonal skills essential for servicing credit union members and staff while projecting a positive image as representative for the credit union.
• Requires judgment to solve day-to-day problems but usually within established guidelines.

Education:

• Requires a two-year college degree, completion of specialized course or trade school, or completion of a specialized and extensive in-house training or apprenticeship program.

Work Hours:

• Full-Time position
• Must be flexible and available to work 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.

Eligibility:

• Inform your Manager/Supervisor of your intent to apply prior to submitting your application.
• Complete and submit an application through the internal application website before the closing date specified in the job posting.
• Have worked for American Heritage Credit Union for at least 180-days (6 months) or have been in your current position if recently transferred or promoted for that same period.
• Be meeting expectations in your current role.
• Be in good standing with performance expectations with no documented performance issues within the most recent six-month period.
• Meet the minimum requirements for the job and be able to perform the essential functions of the position, with or without reasonable accommodation.

American Heritage Federal Credit Union