Supervisor, MSC
Supervisor, MSC
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Job Description
If you are ready to join a company that truly cares about its employees our members and our community then you have come to the right place!
Summary of Role:
The Member Service Center (MSC) Supervisor plays a pivotal role in overseeing the daily operations of the MSC team ensuring exceptional member service and optimal performance. This role involves managing a team of Member Service Representatives (MSRs) to ensure efficient and effective member satisfaction goals and maintaining operational standards. The Supervisor will also be responsible for guiding coaching mentoring and evaluating team members to achieve performance targets and uphold established service standards.
Essential Job Functions/Responsibilities:
Supervise a team of Member Service Representatives and Senior Member Service Representatives providing guidance support and performance feedback. Conduct regular oneonone coaching sessions and performance reviews to enhance team members skills address areas of improvement and provide consistent highquality member experiences. Conduct regular team meetings to communicate goals expectations and updates.
Address highlevel member escalations and complex inquiries providing effective resolutions in a timely manner. Collaborate with other departments to resolve issues and improve member satisfaction. Ensure escalated issues are triaged and tracked for effective and timely resolution.
Monitor and evaluate individual and team performance to meet or exceed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
Prepare and present regular reports on team performance member feedback and operational metrics to MSC Managers. Use data to make informed decisions and drive improvement.
Utilize call monitoring and reporting tools to analyze trends identify areas for improvement and implement corrective actions in partnership with Broadviews Employee Experience (HR) team.
Collaborate with other departments to address crossfunctional issues and enhance overall organizational efficiency i.e. training programs.
Monitor call quality and member interactions to ensure compliance with company standards and procedures. Participate in Quality Assurance calibration sessions.
Track staff utilization oversee assigned schedules and handle intraday scheduling adjustments to ensure coverage for phone inquiries from members. Manage attendance and timeoff requests to maintain productivity levels.
Serve as a liaison with MSC Managers to ensure all information is efficiently disseminated.
Keep abreast of industry developments including but not limited to changes in regulations and share information appropriately.
Perform duties of Escalation Lead Senior MSR and MSR responsibilities when required.
Other duties as needed.
Minimum Job Qualifications:
Associates degree from an accredited institution or at least 3 years of relevant experience required.
Bachelors degree preferred; will consider experience in lieu of degree.
Minimum of two (2) years of people supervisory experience in a call center within a financial institution such as a bank or credit union is required.
Excellent problemsolving organizational analytical verbal and written communication skills.
Demonstrated ability to lead a team using welldeveloped interpersonal skills by providing coaching feedback training and development.
Ability to effectively identify requirements and negotiate solutions with both internal staff and vendors.
Strong decision making and time management skills with the ability to manage multiple projects/duties.
Familiarity with Fiserv and Alkami software solutions is strongly preferred.
Results driven service oriented selfmotivated and able to work independently.
Trustworthy with the ability to maintain the highest level of integrity and trust.
Proficiency in Microsoft Office specifically Word Excel and PowerPoint. Ability to work in a multiapplication environment.
Flexible to work a structured schedule that includes evening and weekend hours in an inoffice model.
Commitment to delivering exceptional customer service and driving continuous improvement.
Starting Compensation: $60329$73903 annually plus a competitive benefits package.
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.
We are an equal opportunity employer. We do not discriminate on the basis of race creed color national origin religion sex age veteran status disability genetic information gender identity or any other protected class.
Broadview FCU is committed to ensuring individuals with disabilities and/or those whohave special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process please contact us at
Required Experience:
Manager
Employment Type
Full-Time
