Member Relations Supervisor

4 days ago


Philadelphia, Pennsylvania, United States American Heritage Credit Union Full time

**Job Summary:**

We are seeking a highly motivated and experienced professional to join our team as a Member Relations Supervisor in the Contact Center. The ideal candidate will have at least two years of customer service or cash handling experience and 1-2+ years of supervisory experience in a financial institution.

The successful candidate will be responsible for managing daily tasks/activities, handling member accounts, answering member/employee questions, cross-training and directly supervising staff, handling escalated interactions, and ensuring metrics set forth are adhered to and achieved.

**Key Responsibilities:

  • Serve as a subject matter expert on all product & service offerings of American Heritage Credit Union.
  • Assist members and associates via multiple channels, including phone, video, chat, email, etc.
  • Perform quality assurance monitoring for Virtual Member Experience Advisors & Concierge Specialists to ensure service levels meet and/or exceed member and credit union expectations.
  • Assist Assistant Branch Manager with supervision of 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.

**Requirements:

  • 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.

**Estimated Salary Range:** $60,000 - $80,000 per year, depending on experience and qualifications. Our comprehensive benefits package includes paid time off, health benefits, 401(k) with a generous company match, and future growth opportunities within the company.



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