Member Experience Center Supervisor
Pay Range: $74,100 - $90,800 Remote Eligible: Hybrid We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings. General Purpose of the Position Responsible for ensuring all interactions within the Member Experience Center (MXC) align with our service standards and code of conduct to create a best-in-class member experience. Leads a team dedicated to assisting members with general services including transfers, payments, and questions. Collaborates closely with Branch Operations and peer supervisors, making recommendations for process improvements or system enhancements for stakeholders. Ensures effective and efficient service delivery in alignment with organizational standards to MXC employees and our members. Enhances the team’s knowledge of all of our accounts and loan products and services through regular training. Ensures that established policies and procedures are followed. Ensures prompt and professional service to members and prospective members, while continuously identifying and implementing strategies to enhance service delivery and operational efficiency. Assumes the responsibilities and duties of the department manager when required. Performs various department functions as required. ESSENTIAL DUTIES AND RESPONSIBILITIES (includes the following). May perform other duties as requested or assigned. Leads a dynamic team that specializes in general questions, loan payments, transfers, and branch appointments. Ensures efficient operations, exceptional customer service, and compliance with regulatory standards. Collaborates with Branch Operations, peer MXC supervisors, and other internal stakeholders for process or system enhancements. Fosters a collaborative and positive work environment that encourages teamwork, innovation, and continuous improvement. Assists with the orientation of new employees by coordinating training plans with the Quality Assurance Supervisor. Ensures employees have the appropriate tools and resources to be successful. Teaches team members role expectations to ensure optimal performance on a variety of systems and service channels when coaching employees to actively identify products and services that meet the members’ needs. Tracks individual progress in accordance with department metrics and conducts performance appraisals. Formulates and implements corrective actions as needed. Supports creative action plans for individuals with development plans and professional goals. Facilitates dep...