Member Care Supervisor

Role Accountability

At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together.

Nature and Scope

This position reports directly to the Member Care Manager. Their direct reports are inbound Member Care Representatives and Member Care Team Leads. The purpose of this position is to coordinate the call flows within the respective call types, assuring adequate coverage and skill sets for each. This position also provides Member Care Team Leads and Member Care Representatives with an immediate person to go to who handles escalated calls and can assist them when they are not sure how to answer a member’s question. The Supervisor makes high-level member relationship decisions. This position is also responsible for call monitoring and individualized coaching and training of Direct Reports. This position works within a fast-paced environment and requires the ability to keep calm in a very stressful environment. This position works closely with every department of the credit union.

Specific Accountabilities

• Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high-quality service to both internal and external members that’s in alignment with our Brand Culture.
• Meet or exceed established service goals.
• Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.
• Must possess effective knowledge of the Credit Union’s products and services.
• The Supervisor is responsible for monitoring Member Care Representatives weekly time input ensuring that each Representative is adhering to their assigned work schedule.
• The Supervisor handles escalated calls from members attempting to make it a win-win situation for the member and the credit union.
• Mentoring the Member Care Representative is a key part of the Supervisor’s accountabilities. This sometimes means giving the needed praise for a job well done or it may mean coaching when the Member Care Representative needs more training.

Knowledge, Skills and Abilities

• Experience in banking or credit union contact center environment in order to understand the day-to-operation of a contact center. (Service level, adherence to a schedule, average speed of answer, abandonment. How an ACD system works and how to read and interpret the reports generated from the system.)
• Demonstrated leadership ability in order to share the total responsibility of Member Care (Contact Center) with other Member Care Supervisors in the absence of the Member Care Manager.
• Demonstrated ability to make good judgment decisions within AFCU’s policies in order to handle escalated calls.
• Ability to supervise and provide proper coaching and development of assigned team members across all queues.
• Knowledge of Excel, Word and PowerPoint as these are used for reporting.
• Extensive knowledge of our core system to assist Member Care Representatives in navigating the system.
• Ability to work in a high stress fast paced team-oriented environment.
• Ability to work with and understand the needs of the various departments within AFCU.
• Ability to adapt to non-traditional work hours.
• Eligibility to be bonded.
• Ability to incorporate AFCU performance attributes in daily work activities.

Education and Experience

• College degree preferred
• Contact Center experience required
• Contact Center management experience preferred