Member Service Supervisor
3.
8 Eau Claire, WI Eau Claire, WI Full-time Full-time $60,299 - $69,347 a year $60,299 - $69,347 a year 15 hours ago 15 hours ago 15 hours ago Team Members are at the core of who we are; living our core values of making a difference, doing the right thing, making it easy, being caring, being friendly, nice, and respectful, and taking ownership.
Perhaps Royal is the change you're looking for.
Royal Credit Union is looking for caring, energetic team members who want to create a positive impact in the lives of our Members.
Is this you? If so, let us know by submitting an application! Annual Wage:
$60,299.
20 - $69,347.
20 (Candidates with significant related experience may be higher) Team Member Benefits Royal is proud to take care of our team members and their families! In addition to our comprehensive medical, dental, and vision insurance plans, Royal offers a 5% 401k employer match, paid family and sick leave, vacation and sick time accruals, childcare reimbursement, tuition and student loan debt assistance, pet insurance, and much more! Description:
Lead, coach and develop the credit unions call center Member Service team.
Actively manage daily call center operations, take appropriate actions to provide superior member service and utilize technology and analytics to maximize call center efficiency.
Represent Member Service with department and corporate projects and initiatives.
Work with staff to meet and exceed their individual goals, departmental goals and Member expectations.
Work Schedule:
This is a full time, exempt level position.
Hours will generally be Monday through Friday from 8:
00am-5:
00pm.
Required Education/Experience/Skills:
Associate Degree in Business Administration, Finance, Accounting or comparable work experience.
Minimum of two year's working in a customer service/support organization.
Minimum of two years' experience leading or supervising a customer service team Exercise authority of a supervisor concerning staffing, performance management, establishing SMART goals, coaching, hiring, promotions, salary recommendations, training, scheduling, corrective action, and terminations.
Monitor and provide leadership to staff on personal goal progress, personal development, attendance and schedule adherence.
Monitor department NPS, Highly Satisfied and Member Effort scores and value statements.
Coach and guide team to develop achieve success to provide exceptional service (WOW) and create loyal Members.
Assist team members with escalated and complex Member issues and take supervisor calls as necessary.
Participate in the execution of day-to-day operations by actively monitoring service levels, answer rate, average speed of answer and other key performance metrics.
Act on necessary adjustments to the days plan in real-time.
Deliver all new information related to products, services, procedures, Member needs, and corporate communication.
Monitor staff phone and written communication for quality customer service.
Identify call center operational issues and improvement opportunities to maximize quality and efficiency.
Work with the Member Service Manager to implement positive change.
Collaborate with other call center departments at the credit union to ensure consistent, high quality customer service is provided by all.
Delegate and inspire team members to share ideas for process improvements to strengthen current department processes, corporate processes and enhance our Members experience.
Represent Member Services by participating on corporate projects and initiatives.
Collaborate with project teams to ensure the call center is prepared to support Members for any impact stemming from these corporate projects or initiatives.
Communicate and live RCU's core purpose and values, these define and drive our organizational culture Preferred Education/Experience/Skills:
Bachelor Degree in Business Administration, Finance, or Accounting.
Experience providing customer service through SMS, Chat, or Video Chat.
Experience using call center equipment and software including phone system technology.
Previous Royal Credit Union experience.
We will be communicating with you by email and/or text on the status of your application.
Please monitor your email inbox and junk folder for status updates and additional instructions.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status or status as an individual with disability.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
8 Eau Claire, WI Eau Claire, WI Full-time Full-time $60,299 - $69,347 a year $60,299 - $69,347 a year 15 hours ago 15 hours ago 15 hours ago Team Members are at the core of who we are; living our core values of making a difference, doing the right thing, making it easy, being caring, being friendly, nice, and respectful, and taking ownership.
Perhaps Royal is the change you're looking for.
Royal Credit Union is looking for caring, energetic team members who want to create a positive impact in the lives of our Members.
Is this you? If so, let us know by submitting an application! Annual Wage:
$60,299.
20 - $69,347.
20 (Candidates with significant related experience may be higher) Team Member Benefits Royal is proud to take care of our team members and their families! In addition to our comprehensive medical, dental, and vision insurance plans, Royal offers a 5% 401k employer match, paid family and sick leave, vacation and sick time accruals, childcare reimbursement, tuition and student loan debt assistance, pet insurance, and much more! Description:
Lead, coach and develop the credit unions call center Member Service team.
Actively manage daily call center operations, take appropriate actions to provide superior member service and utilize technology and analytics to maximize call center efficiency.
Represent Member Service with department and corporate projects and initiatives.
Work with staff to meet and exceed their individual goals, departmental goals and Member expectations.
Work Schedule:
This is a full time, exempt level position.
Hours will generally be Monday through Friday from 8:
00am-5:
00pm.
Required Education/Experience/Skills:
Associate Degree in Business Administration, Finance, Accounting or comparable work experience.
Minimum of two year's working in a customer service/support organization.
Minimum of two years' experience leading or supervising a customer service team Exercise authority of a supervisor concerning staffing, performance management, establishing SMART goals, coaching, hiring, promotions, salary recommendations, training, scheduling, corrective action, and terminations.
Monitor and provide leadership to staff on personal goal progress, personal development, attendance and schedule adherence.
Monitor department NPS, Highly Satisfied and Member Effort scores and value statements.
Coach and guide team to develop achieve success to provide exceptional service (WOW) and create loyal Members.
Assist team members with escalated and complex Member issues and take supervisor calls as necessary.
Participate in the execution of day-to-day operations by actively monitoring service levels, answer rate, average speed of answer and other key performance metrics.
Act on necessary adjustments to the days plan in real-time.
Deliver all new information related to products, services, procedures, Member needs, and corporate communication.
Monitor staff phone and written communication for quality customer service.
Identify call center operational issues and improvement opportunities to maximize quality and efficiency.
Work with the Member Service Manager to implement positive change.
Collaborate with other call center departments at the credit union to ensure consistent, high quality customer service is provided by all.
Delegate and inspire team members to share ideas for process improvements to strengthen current department processes, corporate processes and enhance our Members experience.
Represent Member Services by participating on corporate projects and initiatives.
Collaborate with project teams to ensure the call center is prepared to support Members for any impact stemming from these corporate projects or initiatives.
Communicate and live RCU's core purpose and values, these define and drive our organizational culture Preferred Education/Experience/Skills:
Bachelor Degree in Business Administration, Finance, or Accounting.
Experience providing customer service through SMS, Chat, or Video Chat.
Experience using call center equipment and software including phone system technology.
Previous Royal Credit Union experience.
We will be communicating with you by email and/or text on the status of your application.
Please monitor your email inbox and junk folder for status updates and additional instructions.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status or status as an individual with disability.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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