Member Services Supervisor - Needham
2 days ago
Job description
Our Mission:
To deliver great rates that save our members money, provide easy access that saves them time, and offer remarkable service that preserves their peace of mind.
Our Vision:
To be the lifelong trusted partner of more and more members as they pursue their dreams.
Our Purpose in Member Services:
Every interaction should build stronger relationships, instill trust, empower financial decisions, and solve problems.
Who We're Looking For
We're seeking a Member Services Supervisor who is:
A supportive leader – You coach, guide, and develop team members through call monitoring, feedback, and ongoing training.
A calm and confident problem solver – You handle escalated situations with professionalism and work toward positive resolutions.
A subject matter expert – You understand our products, policies, and procedures, and help the team apply them accurately.
A process-minded thinker – You identify opportunities to improve workflows and enhance the member experience.
A thoughtful evaluator – You observe performance, recognize strengths, and provide constructive, growth-focused reviews.
What You'll Do
- Support and develop the Member Services team through coaching, training, and regular feedback.
- Handle escalated member calls and ensure timely, effective resolution.
- Maintain deep knowledge of Direct Federal's products, services, and digital tools.
- Collaborate with leadership to streamline processes, solve operational challenges, and improve service delivery.
- Complete performance evaluations and contribute to team member development plans.
- Assist with day-to-day call center functions as needed.
- Work two to three Saturdays per month until 1pm.
What You Bring
- Minimum of three years of customer service experience in a banking or credit union environment.
- At least one year of supervisory, coaching, or team leadership experience.
- Experience opening and maintaining various account types (e.g., checking, CDs, IRAs, money markets, trusts).
- Experience taking loan applications and supporting online banking.
- Strong ability to prioritize, multitask, and stay organized in a fast-paced environment.
- A positive, professional, and supportive leadership style.
- Excellent written and verbal communication skills.
- Strong computer skills, including the Microsoft Office Suite.
Work Environment
This role is a hybrid position, requiring a combination of remote work and regular in-person presence at our branch.
What We Offer
- Competitive hourly wage: $28–$32 per hour, based on experience.
- Comprehensive benefits package including:
- Medical, dental, and vision insurance
- Life and disability insurance
- 401(k) with match and a pension plan
- Paid vacation, sick, and personal time
- Credit monitoring service
- Student loan paydown program
Direct Federal Credit Union is an Equal Opportunity Employer (M/F/D/V).
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