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Golden 1 Credit Union · 1 month ago

MSCC - Team 21 - Supervisor - Contact Center

Sacramento, CA

Full-time

Hybrid

Mid, Senior Level

$76K/yr - $78K/yr

3+ years exp

Golden 1 Credit Union is dedicated to service excellence and is seeking a Supervisor for their Member Service Contact Center. The Supervisor will lead teams responsible for member interactions, drive operational success, and enhance member satisfaction while contributing to the organization's strategic objectives.

BankingFinanceFinancial Services

Responsibilities

Provide inspirational leadership to service teams through coaching, training, and performance management, fostering a culture of excellence

Conduct regular performance evaluations, offering constructive feedback and development plans to align with Golden 1’s goals

Ensure cross-training across specialty functions, enabling adaptability and a comprehensive understanding of Golden 1’s products and services

Maintain an engaging work environment that emphasizes teamwork, open communication, and a commitment to continuous improvement

Manage team administrative needs, including payroll, personnel records, and performance reports

Collaborate with other supervisors and departments to design and implement strategies enhancing service delivery, operational efficiency, and member satisfaction

Develop actionable plans to meet and exceed Contact Center performance metrics, emphasizing quality resolution for escalated and complex cases

Act as a liaison across departments to ensure alignment and promote seamless service experiences for members

Regularly review and update team procedures, ensuring compliance with regulatory standards, security protocols, and organizational policies

May provide subject matter expertise and guidance for fraud management and resolution of complex or sensitive member inquiries

Ensure that teams are equipped with the tools, knowledge, and resources to address member needs effectively

Partner with internal stakeholders to mitigate risks and maintain operational integrity

Stay informed on state and federal laws, including Bank Secrecy Act and anti-money laundering regulations, ensuring team compliance

Promote operational integrity by maintaining robust controls that align with Golden 1’s risk appetite

Complete required regulatory training modules and instill a compliance-focused culture within the team

Inspire team members by embodying Golden 1’s mission, vision, and core values

Actively promote skill development, coaching, and career growth opportunities

Foster a supportive and inclusive workplace where team morale thrives

Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations

Qualification

Performance managementMember relationsRegulatory complianceLeadershipOralCustomer serviceWritten communicationCoachingTrainingTeam collaborationProblem-solving