Member Engagement Supevisor

Job Type
Full-time

NOTICE: JOB APPLICANTS LIMITED TO DC, MD, OR VA RESIDENTS. POSITION IS HYBRID.
Please note that we are exclusively considering applicants residing in the District of Columbia, Maryland, or Virginia for all open positions.
The Member Services Specialist is a hybrid role, meaning it entails a combination of remote work and in-person attendance.

Be part of Lafayette Federal Credit Union, recognized by USA Today as a Top Workplace for three consecutive years )

We are expanding and looking for exceptional talent to support our members and contribute to our reputation as an employer of choice. Be a key player in our mission to become the premier financial partner for our community. Your skills and dedication are essential to our success.

• Do you have a passion for people and value friendly, welcoming interactions?
• Do you value helping people find solutions to their needs?
• Do you see every challenge as an opportunity and keep trying until you get it right?
• Do you have experience in a financial call center environment?

If so, then Lafayette Federal may have the perfect opportunity for you! We are currently seeking a Member Engagement Supervisor to join our dynamic team!

A Member Services Supervisor oversees the daily operations of a contact center team, ensuring specialists meet performance targets while delivering excellent member service. This role involves the resolution of member issues, driving quality assurance, managing correspondence, maintaining operational soundness, achieving sales and referral goals, and handling calls efficiently. The Supervisor fosters team development through training, ensures proper use of technology and drives process improvements.

Primary responsibilities include coaching Member Services Specialists, adjusting staffing to meet call volume requirements, promoting a member-centric environment, conducting quality assurance evaluations and driving behaviors to achieve desired results.

• Leadership:
  Oversees the daily operations of their team to meet key performance indicator goals. Tracks, monitors and reports on metrics; leading process improvements for efficiency.
• Member Service:
  Maintains an environment that drives member satisfaction. Manages escalated situations and ensures positive levels of sentiment & issue resolution, meeting established targets.
• Training & Development:
  Coaches and advises Member Engagement Specialists, fostering an environment for knowledge enhancement and career growth.
• Scheduling:
  Optimizes staffing to ensure member satisfaction throughout all business hours. Assigns tasks and is proactive in ensuring coverage for fluctuations in member interaction volume.
• Quality Assurance:
  Reviews calls and interactions for compliance, accuracy and cross-sell purposes. Identifies opportunities to strengthen the team’s performance in measured categories of abandonment rates, speed of answer [wait times], hold times and member satisfaction.
• Collaboration:
  
  Works in unison with other teams within the Member Engagement department, to include digital services, digital accounts and quality assurance.

• 3+ years of experience delivering a consistent, positive service experience in a contact center environment - Management preferred.
• Prior credit union or banking experience.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.
• Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact during communication.
• Outstanding communication skills, both verbal and written.
• Ability to coach, train and motivate employees.
• Emotional Intelligence:
  Abi…