Head of Services - Support and Managed

Job applicants limited to DC, MD, OR VA RESIDENTS. Join Lafayette Federal Credit Union , a proud recipient of USA Today's Top Workplaces of 2025 award!
We are expanding and looking for exceptional talent to support our members and contribute to our reputation as an employer of choice. Be a key player in our mission to become the premier financial partner for our community. We are currently seeking a Member Services Supervisor to join our dynamic team!
Lafayette Federal Credit Union is not only a great place to bank, but also a great place to work! We have been recognized nationally by Newsweek’s America’s Best Bank’s list, we’ve received a 5-star rating from Bauer financial, and we’ve also ranked #12 in S&P Global’s Top Performing Credit Union’s in 2022 for the second year in a row.
Lafayette Federal is about inclusion, diversity, high performance, and new opportunities. Teamwork and our sense of community also make Lafayette Federal a great place to work. We share a common devotion to the people we serve, participating in charity events throughout each year and giving back to the community.
Professional development, training, and certification are a priority for our employees. We want you to reach your career goals and provide support that leads to opportunities of advancement within the industry.
About the role We are currently seeking a highly skilled and experienced Member Services Supervisor to oversee the daily operations of a contact center team, ensuring specialists meet performance targets while delivering excellent member service. This role involves the resolution of member issues, driving quality assurance, managing correspondence, maintaining operational soundness, achieving sales and referral goals, and handling calls efficiently.
The Supervisor fosters team development through training, ensures proper use of technology and drives process improvements. Primary responsibilities include coaching Member Engagement Specialists, adjusting staffing to meet call volume requirements, promoting a member-centric environment, conducting quality assurance evaluations and driving behaviors to achieve desired results.

A day in the life of the Member Services Supervisor will include:
Leadership - Oversees the daily operations of their team to meet key performance indicator goals. leading process improvements for efficiency.
Member Service - Maintains an environment that drives member satisfaction. Manages escalated situations and ensures positive levels of sentiment & issue resolution, meeting established targets.
Training & Development - Coaches and advises Member Engagement Specialists, fostering an environment for knowledge enhancement and career growth.
Quality Assurance - Reviews calls and interactions for compliance, accuracy and cross-sell purposes. Identifies opportunities to strengthen the team’s performance in measured categories of abandonment rates, speed of answer, hold times and member satisfaction.
1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Other Skills Proficiency in Microsoft Office products [Outlook, Word, Excel]. Familiarity with banking software is a plus.
Customer focus and adaptability to different personality types.
Strong organizational and time management skills with ability to work under tight deadlines.
Proven problem-solving skills and complete comfort in a consultative sales and service environment.
Excellent phone etiquette.
Basic keyboarding/data entry skills.
Top benefits or perks Joining Lafayette Federal comes with perks to support you in your personal and professional journey.
Employer paid (99.9%) health insurance premium for single and family coverage (HMO Plan).
Income protection with life insurance, short and long-term disability.
Paid time off, holiday leave & birthday leave.
Lafayette Federal Credit Union is an Equal Opportunity and E-Verify Employer.

EOE/AA/DISABILITY/VETERAN.

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