Member Experience Supervisor (Member Contact Center)

FirstLight Federal Credit Union
El Paso, TX Full Time
POSTED ON 7/9/2024 CLOSED ON 7/25/2024

What are the responsibilities and job description for the Member Experience Supervisor (Member Contact Center) position at FirstLight Federal Credit Union?

Member Experience Supervisor (MES) reports to the Member Contact Center (call center).

Responsible for managing the daily center activities and ensuring superior member service is provided by staff onsite, virtually or by phone. Monitors service quality and coaches’ staff by conducting (live and/or recorded) observations to achieve exceptional member service and member growth goals. Manages and schedules staff to ensure adequate center coverage. Ensures staff are fully trained on all products and services. Ability to offer products and services based on individual member needs. Trains staff on all regulatory compliance, credit union policies and procedures. Handles and resolves member complaints and questions. Responsible for managing and directing center staff during peak volume times, may assist members directly as needed. Provides Member Financial Education. Educates employees on marketing campaigns offered by the Credit Union. Responsible for accurate and timely completion of all Security protocol for their center, which includes proper training and understanding by all staff.

Education/Certification

High School diploma or equivalent.

Certified Financial Counselor

External Hires: Must complete Certified Financial Counselor certification within one (1) year of hire date.

Experience

Three (3) years of financial institution experience to include one (1) year of supervisory experience or LITE Program graduate.

Salary : $23 - $29

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