Broadview Federal Credit Union · 3 hours ago
Supervisor, Member Service Center (Call Center) Syracuse Region
Syracuse, NY
Full-time
Onsite
Mid, Senior Level
$66K/yr - $81K/yr
3+ years expBroadview Federal Credit Union is a company that values its employees and community. The Member Service Center Supervisor oversees daily operations, manages a team of Member Service Representatives, and ensures exceptional member service and performance standards.
CreditEducationFinanceFinancial Services
Responsibilities
Supervise a team of Member Service Representatives and Senior Member Service Representatives, providing guidance, support, and performance feedback. Conduct regular one-on-one coaching sessions and performance reviews to enhance team members’ skills, address areas of improvement, and provide consistent high-quality member experiences. Conduct regular team meetings to communicate goals, expectations, and updates
Address high-level member escalations and complex inquiries, providing effective resolutions in a timely manner. Collaborate with other departments to resolve issues and improve member satisfaction. Ensure escalated issues are triaged and tracked for effective and timely resolution
Monitor and evaluate individual and team performance to meet or exceed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
Prepare and present regular reports on team performance, member feedback, and operational metrics to MSC Managers. Use data to make informed decisions and drive improvement
Utilize call monitoring and reporting tools to analyze trends, identify areas for improvement, and implement corrective actions in partnership with Broadview’s Employee Experience (HR) team
Collaborate with other departments to address cross-functional issues and enhance overall organizational efficiency i.e., training programs
Monitor call quality and member interactions to ensure compliance with company standards and procedures. Participate in Quality Assurance calibration sessions
Track staff utilization, oversee assigned schedules, and handle intra-day scheduling adjustments to ensure coverage for phone inquiries from members. Manage attendance and time-off requests to maintain productivity levels
Serve as a liaison with MSC Managers to ensure all information is efficiently disseminated
Keep abreast of industry developments including but not limited to changes in regulations and share information appropriately
Perform duties of Escalation Lead, Senior MSR, and MSR responsibilities when required
Other duties as needed
Qualification
Required
Associate's degree from an accredited institution or at least 3 years of relevant experience required
Minimum of two (2) years of people supervisory experience in a call center is required, preferably within a financial institution such as a bank or credit union
Excellent problem-solving, organizational, analytical, verbal, and written communication skills
Demonstrated ability to lead a team using well-developed interpersonal skills by providing coaching, feedback, training, and development
Ability to effectively identify requirements and negotiate solutions with both internal staff and vendors
Strong decision making and time management skills with the ability to manage multiple projects/duties
Results driven, service oriented, self-motivated, and able to work independently
Trustworthy with the ability to maintain the highest level of integrity and trust
Proficiency in Microsoft Office, specifically Word, Excel, and PowerPoint. Ability to work in a multi-application environment
Flexible to work a structured schedule that includes evening and weekend hours in an in-office model
Commitment to delivering exceptional customer service and driving continuous improvement
Preferred
Bachelor's degree preferred; will consider experience in lieu of degree
Familiarity with Fiserv and Alkami software solutions is strongly preferred
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply
Benefits
Competitive benefits package
Company
Broadview Federal Credit Union
Broadview FCU provides personalized banking solutions, financial education, and a platform for bonus enrollment.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Michael Castellana
Chief Executive Officer
Earl T. Young
Chief Lending & Credit Officer
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