Cal Coast Credit Union · 4 days ago
Member Service Center Supervisor
San Diego, CA, US
Full-time
Onsite
Mid, Senior Level
$67K/yr - $84K/yr
5+ years expCal Coast Credit Union is a financial institution dedicated to providing exceptional service to its members. The Member Service Center Supervisor is responsible for assisting the Member Service Center Manager in delivering outstanding call center service, staff development, and meeting organizational goals.
BankingFinancial ServicesLending
Responsibilities
Assists with directing the workflow of the call center, monitors queues, and employee productivity. Reviews and interprets department statistical reports and takes appropriate action and makes recommendations to resolve any issues or variances
Trains, coaches and monitors staff to meet/exceed department and individual sales and service goals. Ensures frequent sales meetings and contests occur
Assigns, monitors, and reviews work assignments of department staff to ensure completion of duties according to established procedures and timeframes
Recommends departmental efficiencies
Provides support with On-line Banking and Bill Pay programs
Ensures new account and loan processing are accurate and complete
Recommends and implements procedures. Effectively communicates and ensures new programs, policies and procedures are followed by staff
May process consumer and real estate loans
Assists with the development of personnel by providing effective training, cross training, observing, counseling, timely and fair performance appraisals, effectively motivating employees and maintaining a positive team work environment
Monitors employees’ attendance, job performance and conduct. Provides counseling and recommendations for appropriate disciplinary action
May ensure adequate staffing levels are maintained by effectively scheduling employee work hours. May review and approve/disapprove employees’ time off
May assist with interviews and recommends selection of new employees and promotion of existing employees
Responsible for assigning and completing various departmental side-jobs
Maintains all necessary department records in accordance with established procedures
Assists with the overall maintenance and appearance of the department facilities. Ensures an organized, safe and professional environment is maintained
Ensures department is compliant with internal audit procedures. Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union
Exercises discretion and independent decision-making to ensure growth and soundness of the credit union
Conducts regular staff meetings and training sessions to enhance teamwork, share information, improve productivity and maintain proper security and operations
Ensures all correspondence is professional and accurate
FSCC – Trains and ensures staff is knowledgeable on all FSCC Policies/Procedures that are unique to CU Service Centers
Performs other relevant and related duties as required
Qualification
Required
A Bachelor's degree in Business/Financial Services is preferred or up to 5 years equivalent financial industry experience
One of the 5 years must be in a Senior or Lead position with lending experience
Call Center experience preferred
Must maintain registration as Mortgage Loan Originator (MLO) in compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and regularly provide this unique MLO registration number to all consumers as part of their daily work in mortgage lending
Good communication, conflict resolution and coaching skills; ability to demonstrate sound reasoning, judgment and decision making
Knowledgeable in sales and service, lending, regulations and security procedures
Requires demonstrated leadership skills and the ability to effectively train, develop and motivate others
Acts as a role model for co-workers, displaying a professional and positive attitude at all times
Ability to interact effectively with coworkers, understand and follow policies and procedures, accept constructive criticism and lead and manage others
Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices
Excellent ability to communicate, both verbally and in writing; ability to tolerate periods of continuous sitting
Preferred
Call Center experience preferred
Company
Cal Coast Credit Union
California Coast Credit Union is the longest-serving financial institution in San Diego.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Todd Lane
President/CEO
Matthew Ficco
Chief Financial Officer
Recent News
2026-01-13
2026-01-12
San Diego Union-Tribune
2026-01-11
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