Member Relationship Center Supervisor (Call Center)

Summary: Supervises, directs and evaluates employees to ensure members are receiving a high level of customer service along with overseeing the Member Relationship Center’s day-to-day operations. Responsible for managing, training and coaching employees for personnel development and performing their duties. Provides support and resolves problems and complaints. Guides service sales and workflow of a credit union branch that offers a full range of services to current and potential members via telephone rather than in person.

Responsibilities:

• Complies with and follows all Bank Secrecy Act regulations.
• Supervises, plans, and manages functions related to MRC work area.
• Oversees and directs the day-to-day activities of employees.

• Acts as a source of information and answers employee questions,

assigns tasks, follows up, gives instructions, and provides guidance and feedback.

• Carries out supervision, coaching, call monitoring, and training.

• Professionally handles incoming calls, voicemails and emails to ensure that member issues are resolved both promptly and accurately with the highest possible degree of respect and urgency.
• Provides communication and follow-up to ensure employees are fully informed of all new information related to products, procedures, member needs and company related issues, changes or actions.
• Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
• Provides product/service information by answering questions and offering assistance.
• Maintains credit union database by entering and verifying information and updating the system.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments.
• Anticipates escalation and takes over calls when needed.
• Keeps management informed on issues and problems.
• Monitors queue and tracks inbound calls.
• Motivates and encourages employees through positive communication and feedback.
• Other duties may be assigned as needed.

Qualifications, Skills and Abilities:

• High school diploma/GED and 3 years of related experience.
• Minimum 2 years of supervisory experience.
• Superior customer service skills.
• Ability to multi-task – answers and responds to calls, voice messages and secure messages, and posts all mail.
• Requires full knowledge of credit union products and services.
• High level of interpersonal skills.
• Good reasoning ability/problem solving skills.
• Solid math skills - able to compute rate, ratio, and percentages.
• Team oriented - contributes to building a positive team spirit.
• Speaks clearly and has strong written and verbal communication skills.
• Good computer skills – able to learn new programs/systems.

As a First Financial employee, you'll enjoy a challenging work environment and an
opportunity to make a difference. We offer paid training and a great benefits package
including Medical, Dental, Rx, Vision, Life Insurance, Vacation, Sick, Personal, Tuition
Assistance Program and Retirement Plan.

Equal Opportunity Employer/Veterans/Disabled