Member Relations Supervisor
Member Relations Supervisor
American Heritage Credit Union
Philadelphia, PA
See who American Heritage Credit Union has hired for this role
This role will serve as a primary point of contact for the staff that is responsible for building member relationships (new & existing) and providing a premier member experience. Manage daily tasks/activities, handle member accounts, answer member/employee questions, cross-train and directly supervise staff, handle escalated interactions, and ensure metrics set forth are adhered to and achieved. .
Responsibilities Include
- Serve as a subject matter expert as it relates to all product & service offerings of American Heritage Credit Union.
- Assist the membership and associates via multiple channels which includes but is not limited to phone, video, chat, email, etc.
- Perform quality assurance monitoring (live and/or recorded) for the Virtual Member Experience Advisors & Concierge Specialists to ensure service levels are meeting and/or exceeding member and credit union expectations.
- Assist the Assistant Branch Manager with supervision of the Virtual Member Experience Advisors & Concierge Specialists.
- Maintain a highly motivated, well-trained staff and evaluate job performance within designated time frames to ensure quality of work and service to members and staff. Train staff and perform coaching leveraging various techniques (i.e.: closed door, side-by-side, etc.). Sessions should be completed on a monthly basis (at a minimum) and must be accompanied by signed, corresponding meeting minutes.
- Work collaboratively with staff in reviewing loan underwriting requests and counteroffers.
- Assist with the development of department goals and objectives for designated staff/area.
- Assist with the development and updates of departmental procedures.
- Responsible for continued development of the training program(s) as it relates to the designated staff.
- Provide various types of information (i.e.: procedural, company policies, etc.) to team members.
- Prepare pertinent month-end reports as required.
- Assist with the development of department goals and objectives for the Virtual Member Experience Advisors & Concierge Specialists.
- At least two years of customer service or cash handling experience.
- Must have at least 1-2+ years of Supervisory experience in a financial institution.
- Professional well-developed interpersonal skills essential for servicing credit union members and staff while projecting a positive image as representative for the credit union.
- Requires judgment to solve day-to-day problems but usually within established guidelines.
- Full-Time position
- Must be flexible and available to work Contact Center hours of operation (rotating shifts):
- Monday- Friday - 7:00 a.m. to 7:00 p.m. & Saturday 9:00 a.m. to 3:00 p.m.
EOE M/F/D/V
-
Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Marketing, Public Relations, and Writing/Editing -
Industries
Financial Services
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