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Member Relations Supervisor

2 months ago

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

American Heritage Credit Union is seeking a highly skilled Member Relations Supervisor to join our Contact Center team. As a key member of our team, you will be responsible for building and maintaining strong relationships with our members, providing exceptional customer service, and leading a team of Virtual Member Experience Advisors and Concierge Specialists.

Key Responsibilities
  • Serve as a Subject Matter Expert: Provide in-depth knowledge of American Heritage Credit Union's products and services to members and staff.
  • Lead a Team: Supervise and mentor a team of Virtual Member Experience Advisors and Concierge Specialists, ensuring they have the skills and knowledge needed to provide exceptional service.
  • Quality Assurance: Monitor and evaluate the quality of service provided by the team, ensuring it meets and exceeds member and credit union expectations.
  • Training and Development: Develop and implement training programs to enhance the skills and knowledge of the team, ensuring they are equipped to handle complex member inquiries and issues.
  • Collaboration and Communication: Work closely with the Assistant Branch Manager and other departments to ensure seamless communication and collaboration.
  • Performance Management: Evaluate and manage the performance of team members, providing coaching and feedback to ensure they meet performance expectations.
Requirements
  • Experience: At least two years of customer service or cash handling experience, with at least 1-2 years of supervisory experience in a financial institution.
  • Skills: Excellent interpersonal and communication skills, with the ability to provide exceptional customer service and lead a team.
  • Education: High school diploma or equivalent required.
What We Offer
  • Competitive Salary: Commensurate with experience.
  • Benefits: Comprehensive benefits package, including paid time off, health benefits, 401(k) with a generous company match, and future growth opportunities within the company.