Call Center Supervisor

Primary Function

Being a brand ambassador by creating superb experiences that uncover needs and present solutions. Develops deep relationships with current and potential members through discovery interactions, leading to providing exceptional recommendations. Offering exceptional team member support by performing job functions in branch and/or MEC channels. Manages functions, staff and daily operations of a branch including accountability for the growth of assigned retail market and branch portfolio.

Primary Responsibilities

• Uncovers members’ financial needs and offers appropriate recommendations.
• Performs proactive activities to provide excellent service and achieve member growth.
• Provides member support and problem resolution for complex issues to ensure member satisfaction.
• Supervises and educates members on using all electronic service delivery channels offered both in the branch and through their personal devices.
• Handles all chat messages, inbound phone and video calls related to members’ accounts or general questions about NCU services.
• Ensures compliance with all related federal and state regulations; stays current on fraud training and trends.
• Manages and maintains member records and follows guidelines to ensure proper system management.
• Works with team members to resolve complaints and provide support as needed.
• Processes financial transactions, including cash handling.
• Performs supervisory responsibilities, such as auditing, ITM/ATM maintenance, cash management, and vault maintenance over two (2) or more team members at any given time.
• Oversees two (2) or more team members at any given time across various markets/branches; provides peer training as needed.
• Maintains the authority to discipline subordinates as needed.

Experience

• A minimum of five years of experience in the lending or member service area of a credit union or other financial institution.
• Proven experience in technology usage. An avid user of financial institution’s online tools for personal banking.