Job Description

First Financial Federal Credit Union



Job Title: Member Services Contact Center Supervisor

Department: Member Services

Reports To: Member Services Manager

Salary Grade(s): 12

EEO-1 Job Class: 1.2 - First/Mid Level Officials and Managers

FLSA Status: Exempt

? Full-time

? Part-time

? Temporary

Location: 72 Loveton Circle Sparks, MD 21152

***In office position with the opportunity to work a hybrid schedule after a probationary period.

Function:

Assist the Member Service Manager in administering and directing contact center operations ensuring agents are properly fielding member contacts through various digital channels in compliance with regulations, policies, and contact center procedures. The supervisor assists in monitoring, training, and developing agents and is responsible for consistent adherence to established standards, exceeding members\xe2\x80\x99 expectations for service, and meeting strategic objectives. The supervisor plays an important role in the development, motivation, and retention of quality employees that builds member loyalty and leaves members with a financial experience that makes the happy and keeps them coming back.

Position Requirements:

GENERAL:

• Onsite with remote flexibility
• Knowledge of related best practices, key performer indicators, and use of multi-channel communications
• Excellent organizational skills, with keen attention to detail
• Strong communication and interpersonal skills
• Knowledge of core banking systems, data records, and Customer Relationship Management (CRM)
• Experience with quality assurance and workforce management tools
• Strong communication and interpersonal skills
• Bilingual and able to read, write, and speak Spanish proficiently is a plus

EXPERIENCE:

• Demonstrated leadership experience
• Two (2) years or more of management experience
• Four (4) years or more of contact center-related experience preferred
• Demonstrated work-related experience may be considered instead of education requirements

EDUCATION:

• Associate degree in business or related field
• Ability to obtain and maintain job-related certification if no job-related advanced degree
• Meet or exceed continuing professional education (CPE) requirements

Duties:

• Supervise and motivate each team member to ensure appropriate behaviors, schedules, and the department mission and vision are maintained driving a member experience that is best in class
• Provide warm, friendly and welcoming atmosphere for employees fostering collaboration and confidence
• Monitor metrics to evaluate the success of contact center objectives; assist in setting performance goals for the contact center and individual agents; coach the team to exceed performance goals
• Assist in hiring, training, performance appraisals, promotions, and compensation activities for employees
• Lead changes in department by identifying opportunities for improvement to consistently improve services and member satisfaction
• Communicate personally with members to ensure satisfaction and identify opportunities for improvement
• Resolve member complaints promptly and efficiently
• Actively participate in and encourage staff to cross-sell credit union products and services such as share and loan products, credit cards, credit insurance and vehicle warranty programs, digital and self-service services
• May perform account servicing and error resolution, including exercising override authority, resolving complex problems, and taking ownership of escalated issues

• Maintain thorough knowledge of all procedures affecting contact center activities to complete appropriate action as required by circumstance including incident response

• Maintain security and confidentiality of all member account information and Credit Union documents and ensure contact center staff are in compliance with all applicable laws and regulations
• Collaborate with organizational training programs to develop contact center competencies
• Participate in special projects and perform other related assignments as needed

• Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.

Equal Opportunity Employment

First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status, or any other factor protected by law.

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First Financial Federal Credit Union of Maryland