About this role
Contact Center Supervisor (Member Service Specialists)
Primary Duties and Responsibilities:
The Contact Center Supervisor provides day-to-day leadership, coaching, and support to Contact Center team members while ensuring exceptional member service. This role oversees daily operations, manages team performance and scheduling, and resolves escalated member concerns. The Supervisor coaches team members on the GECU Consultative Approach, identifies trends and opportunities for improvement, and provides direction to help achieve departmental goals and deliver outstanding member experiences.
- Provide leadership and guidance to a team of Specialists, ensuring high-quality service delivery and advanced problem resolution
- Serve as the primary escalation point for complex, sensitive, and high-impact member concerns, providing expert guidance and resolution support
- Monitor member interaction volume, ensuring proper allocation of team resources and work with other Contact Center leaders to ensure proper queue coverage and service level expectations
- Lead coaching and development efforts through regular observation, feedback, and performance discussions that reinforce GECU’s Consultative Approach and service standards
- Ensure adherence to compliance, quality control, audit requirements, and operational controls while maintaining a strong risk-conscious culture
- Utilize reporting and analytics to monitor team effectiveness, establish goals, measure performance, and drive continuous improvement
- Provide immediate supervision of direct reports, including performance management, workload prioritization, scheduling oversight, and career development planning
- Foster a culture of accountability, collaboration, and professionalism that supports team member engagement and business objectives
- Coach a team of Specialists to identify member needs and create meaningful conversations that uncover referral opportunities while maintaining an exceptional member experience
- Monitor and coach referral quality, not just quantity, ensuring referrals are complete, accurate, aligned to member needs, and result in productive handoffs to the sales team
- Monitor on trends for members reaching out to the Contact Center, report on outstanding concerns and collaborate as needed with specialized groups to resolve concerns
- Collaborate with department partners opportunities for development of team members
- Ensure all team members follow the GECU’s service standards, policies and best practices for delivering optimal member service with all member interactions and internal department communication
- Communicate organization’s goals to team members so there is an understanding of expectations and how their role plays a part in attaining them
- Work with Manager to elevate team members, give feedback as needed in staffing decisions and other projects to drive talent metrics for the team
- Communication organizational goals, strategic priorities, and department expectations, ensuring team members understand how their contributions support GECU’s success
- Maintain advanced knowledge of GECU products, services, policies, and procedures, serving as a subject matter expert and resource for the team
Education and Experience:
- High school diploma or GED required; college degree in business, accounting or related study preferred
- Minimum five years of experience handling member inquiries in a call center environment
- Minimum four years of banking or credit union experience preferably with lending experience
- Proven experience in fostering relationships with customers
- Prior experience in mentoring, coaching or leading teams preferred
- Thorough knowledge of GECU products and services with ability to learn and train others on new roll-outs and enhancements
- Demonstrated team leadership and effective communication skills
- Always exhibits a positive attitude and professional demeanor
- Advanced ability to resolve complex member concerns and escalated issues
- High level of emotional intelligence and vast interpersonal skills
- Proficient in Microsoft Office Suite or similar software
- Ability to maintain confidential or sensitive information
At GECU, we want to support your wellbeing by offering a wide range of benefits:
- Health, Dental and Vision insurance
- Life and Disability insurance options
- Paid Time Off starts accruing once hired and take your birthday off -paid
- 401k Retirement plan with up to a 10% match of your base gross compensation
- Tuition reimbursement opportunities & professional development
- Volunteer opportunities -and earn additional PTO hours!
- On-site clinics for Vaccines and Mammograms
And many more!
Come join GECU as we are a curated culture of respect, understanding, and mutual recognition. We believe forming bonds and connecting with each other only stands to strengthen the service we provide to our members in our mission of improving the Quality of Financial lives!
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