Support Center Team Lead

5 days ago


Great Falls, Montana, United States Montana Credit Union Full time
Support Center Supervisor Job Description

The Support Center Supervisor is a key role within Montana Credit Union, responsible for leading and guiding the support center staff to deliver exceptional member experiences.

Key Responsibilities:

  • Lead and supervise support center staff to ensure efficient handling of member needs and accurate transactional processes.
  • Solve escalated member inquiries and complex member questions, providing timely and effective resolutions.
  • Build and strengthen relationships with co-workers and members, fostering a positive and collaborative work environment.
  • Direct and evaluate staff performance, providing coaching and mentoring to support growth and development.
  • Coordinate schedules to ensure adequate staffing coverage and maintain a thorough knowledge of compliance, regulatory, and security procedures.
  • Oversee back-office functions, including Share Draft/ACH processing, card balancing, return deposit check processing, online/remote fraud, and wire errors.
  • Manage the credit union's plastic card program, ensuring efficient ordering, inventory, and re-issue processes.

Requirements:

  • 3-5 years' experience in a call center/support center at a financial institution.
  • 2 years supervisory experience.
  • Strong knowledge of core computer programs and aptitude for working with technology.
  • Excellent written and verbal communication skills, with a strong work ethic and adherence to strict confidentiality.

Benefits:

  • 401(k) with an employer match.
  • Health Insurance.
  • Health savings account with an employer match.
  • Dental insurance.
  • Vision insurance.
  • Group life insurance.
  • Paid time off.
  • Paid Federal holidays.
  • Employee assistance program.
  • Professional education and training opportunities.

Pay: $47,000.00 - $60,000.00 per year.

Schedule: 8 hour shift, Monday to Friday.

Work Location: In person.



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