Our goal is to be an Employer of Choice, and it takes all of us to achieve this. That's why all Commonwealth Credit Union team members are expected to live our Team 1 culture in all facets of their position. This includes our commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging.

At Commonwealth Credit union, we are united in our Common Purpose to Better Lives through OUR PASSION to Serve. This includes everyone, from our team members to the people in the communities we serve. That’s the emphasis of our Team 1 Culture. Together Everyone Achieves More. We believe We Better Lives when we cultivate diversity, promote equity, foster inclusion, are intentional about accessibility, and provide an environment where everyone feels like they belong. That’s an Extraordinary Experience. That’s Bettering Lives. That’s Team 1.

The Member Engagement Supervisor assists in the oversight and day-to-day management of our Member Engagement Center (call center), including overseeing loan and account activity and analyzing data provided by the Analyst team to ensure Key Performance Indicators (KPIs) are met. They actively participate in the quality monitoring program by scoring and analyzing agent calls. They attend monthly calibration meetings with Quality Control Analyst, training team, and other Member Engagement leaders to ensure consistency.

They utilize data and observations from quality monitoring to coach team members in building the necessary skills and knowledge to reach goals, while providing extraordinary experience. They motivate and encourage team members through positive communication and feedback. They promote a sales environment using KPIs to coach sales techniques and monitor effectiveness.

The duties of a Member Engagement Supervisor include, but are not limited to:

Managing Daily Functions

• Assisting in the oversight and day-to-day management of the Member Engagement Center to ensure assignments are completed as directed.
• Continuing to look for ways to improve center results, developing and implementing procedures to ensure efficiency and overall effectiveness.
• Carrying out other duties as assigned.

Coaching & Feedback

• Meeting standards for quality monitoring and utilizing observations and data provided by the Analyst team to conduct regular coaching sessions.
• Providing clear and constructive feedback to team members to maximize performance.

Evaluation of Staff Performance

• Ensuring that performance reviews are accurate and completed on time.
• Engaging with team regularly, conducting monthly 1:1 meetings and coaching sessions.
• Ensuring that documentation of performance is written clearly and professionally.

Knowledge

• Demonstrating appropriate job knowledge and initiative essential to performance of position.
• Using knowledge to make sound decisions based on policies and procedures.

Leading by Example

• Attending any training required for staff, putting members first always.
• Is a role model employee in all aspects of the position for other staff to follow.
• Communicating effectively with all levels of staff, including management, team members, and other departments, while maintaining confidentiality.