Member Contact Center Supervisor

Job Description

Job Description

Are you a dynamic, enthusiastic leader with the knowledge and passion to meet your member’s needs?

Our Member Contact Center Supervisor is responsible for overseeing the daily operations of a team of Member Contact Center Representatives, ensuring exceptional Member service, operational efficiency, and team development. This role monitors performance metrics, manages escalated Member issues, and implements process improvements to meet organizational goals. The Supervisor serves as a liaison between management and front-line staff, driving accountability, engagement, and professional growth within the team.

JOB REQUIREMENTS & RESPONSIBILITIES

• Expert-level proficiency in all core systems, platforms, and tools.
• Able to troubleshoot complex system issues independently and provide solutions or workarounds.
• Adapts quickly to new technologies or process changes and assists in implementation or training.
• Creates or improves documentation, workflows, or best practices for team use.
• Recognized as a technical resource in the department.
• Consistently demonstrates highest level professionalism and accountability.
• Proactively identifies problems and drives solutions without waiting for direction.
• Supports and mentors team members- shares knowledge, encourages collaboration, and leads by example.
• Maintains a calm, composed presence under pressure or during escalation.
• Champion company values and positively influences team morale and workplace culture.

EDUCATION & EXPERIENCE PREREQUISITES

• High School diploma or equivalent required.
• 3-5 years of call center leadership, team lead, or supervisory experience.
• Proven success in meeting performance goals in a call center or customer service environment.
• Experience with quality assurance, coaching, and performance management.

BENEFITS & TOTAL REWARDS

• Medical, Dental, and Vision 100% employee-only plans paid by LBS
• 12 Paid Holidays, 3 weeks PTO, and Sick Time
• Defined Benefit Pension Plan
• 401(k) and Roth(k) Retirement Plans
• Insurance: Life, AD&D, LTD
• Critical Illness, Accident Insurance, and Hospital Indemnity
• Educational Reimbursement
• Paid Volunteer hours
• Loan discounts and free branch services
• Discount entertainment: movie tickets, travel, car rentals, and much more
• Wellness Benefits starts 1st of the month following 30 days of employment

PAY RANGE

In accordance with California’s Pay Transparency Act, the expected salary range for this position is between:

$31.85 - $39.85

Actual pay will be determined based on a candidate’s specific qualifications, including their knowledge, skills, education and experience, internal equity consideration, as well as other job-related factors permitted by law.

External Candidates: As part of our screening process, LBS Financial conducts background investigations on candidates who are extended an offer and who agree and authorize us to do so. This investigation will include:

• Employment Verifications - Employment Dates & Job Titles
• Credit Report
• Criminal Records Search
• Social Security Search
• Governmental Registries Search

Additionally, candidates must be eligible to be bonded through a fidelity bond to cover employee loss and risk.

Internal Candidates: As an Employer of Choice, LBS Financial strives to support our employees’ career growth and encourage employees to apply for job opportunities for which they believe they are qualified. The Credit Union may interview outside as well as internal candidates.

For additional information about our Credit Union and to apply for this opportunity, please visit our website at Equal Opportunity Employer.