Member Services Supervisor

The Member Service Supervisor will supervise and assist Member Service Representatives in the areas of account transactions, problem resolution, and product/service/investment information; assists in recruiting, onboarding, mentoring, training and coaching Member Service Representatives.

Major Duties and Responsibilities:

• Leads the proactive service culture. Provide coaching, share best practices to continually upgrade service delivery. Assists and directs member service reps by answering questions about products, services, and investments. Resolves problems with a focus on high level member satisfaction. Identifies issues or trends to be escalated to the manager.
• Identifies cross sell opportunities to Member Service Reps and assists with cross sell services to members.
• Identifies and takes action to improve the department's operating methods and procedures. Works with other business units to provide service consistent with overall business mission and goals.
• Directly assists members and sets a role model for MSR's by answering telephone calls in telephone queue when necessary.
• Logs and responds to USPS mail, emails to CFCU general mailbox and faxes sent into CFCU. Sort returned mail and supervise that the research is done,  and updates addresses when possible.
• Responsible for resource allocation and scheduling of staff to meet member service needs. Monitor work activities of Member Services staff, ensuring service levels are met
• Ensures all compliance, training, member security, and operational policies and procedures are adhered to by staff.

Experience and Skills required:

• Five years to ten years of similar or related experience.
• A college degree or completion of a specialized course of study.
• A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.
• Effective written and verbal communication skills are key.

Physical Requirements

• The Credit Union is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.
• Ability to communicate
• Ability to operate standard office equipment
• Must be able to sit for extended periods of time and to occasionally lift and move items up to 20 lbs. in weight.

Total Rewards

Congressional Federal offers a comprehensive benefits package including but not limited to health and dental, 401k, vacation and paid sick leave, 11 paid holidays, tuition reimbursement, flexible spending programs and work/life balance.

EOE/M/F/D/V/SO