Member Connect (Call Center) Supervisor

Texans Credit Union has a great opportunity for a Supervisor on our Member Connect (call center) team!

Under general supervision this position is responsible for all Member Connect Service activities and will lead and manage a team of Member Service Representatives and team leads handling member service requests within a call center environment. This role also develops and implements a plan to meet both personal and company goals of expanding our member base and deepening existing relationships. The Supervisor also leads the Service team toward achievement of member satisfaction revenue generation and long-term account goals in line with Texans EPIC culture. The position is eligible for a hybrid remote schedule. This means that a portion of the role is required to be completed onsite at our Richardson TX office.

Duties and Essential Functions:

• Through proactive engaging and positive leadership lead team to meet or exceed established team goals as set by management.
• Provide ongoing training and monitor the team via recorded calls and side by side observations to ensure understanding of the product/service ongoing fees etc.
• Provide oversight and direction to new hires during their OJT (On-job training period) with training/coaching and providing support for their first 90 days and responsible for final sign-off.
• Support team and company by logging into the queue during peak times.
• Assist in hiring process progressive discipline and performance plan review both monthly and annually
• Handle and resolve member complaints for any area of the Member Connect team in a timely manner.
• Learn understand support and build comprehensive knowledge on all credit union products and services policies and procedures as well as applicable rules and regulations and how they apply to the Member Connect environment.
• Proactively establish and maintain effective working team relationships with all support departments.
• Adhere to all company policies procedures and business ethics codes.
• Assess existing processes and procedures and provide feedback on an ongoing basis to better operational efficiency.
• Properly log and track all member contact and interaction (transactions inquiries concerns etc.) utilizing proper procedures.
• Perform other duties as necessary to achieve the goals of the Member Connect team and Texans Credit Union as a whole.
• Remain compliant with all financial laws and regulations including Bank Secrecy Act (BSA) as they apply to the duties of the position.

• Member Service Representative
• Sr Member Service Representative
• Team Lead

Specific knowledge skills and abilities required for this position

• Excellent consultative and coaching skills
• Excellent written oral communication and phone service skills
• Ability to handle tense situations with diplomacy and professionalism
• 2 3 years of Supervisory experience
• Experience in being Manager on Duty for entire department(s)
• Computer literacy required
• Ability to multi-task; good time management skills
• Proven communication and diplomacy skills to work cross-functionally to influence others drive results/change and implement new processes and procedures
• Strong PC skills in Microsoft Office (Word Excel Outlook PowerPoint Visio) and specific knowledge of systems and applications used to support a call center environment.

Education:

Associates degree professional certification is a plus

Experience:

2 - 3 years Experience within the Financial Industry is required

2 - 3 years Call Center experience is strongly preferred