What are the responsibilities and job description for the Member Services Supervisor position at Alloya Corporate FCU?
We are seeking a Supervisor, Member Services to join our team! This position supervises the team of Member Service representatives to coordinate workflows, train new employees, mentor existing employees and ensure service level standards are consistently achieved in accordance with the company’s core values.
To be considered for this role, you must have at least two years of call center supervisory experience as well as five years of customer service and banking experience.
Major Duties & Responsibilities :
- Supervises the daily activities of the Member Service team, monitors tickets, escalates unresolved / urgent issues, assists with incident management
- Serves as a subject matter expert on products, platforms, procedures and resources
- Assists members by answering calls and opening tickets
- Creates the monthly staffing schedule and makes adjustments as needed to ensure proper coverage
- Serves as the lead trainer for new employees
- Assists all team members with implementing new processes
Knowledge & Skills :
Work hours are Monday through Friday, 9 : 30 am to 6 : 00 pm from Alloya's Albany, NY office. Must be comfortable with off-hours support coverage.
Why Work For Alloya :
Alloya Corporate FCU is an Equal Employment Opportunity employer and does not make employment decisions based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression of any other characteristic protected by federal, state or local laws.
Employment Type : Full-time
Salary : $5,000