Member Service Contact Center Supervisor


Job Description

Golden 1 Credit Union, California’s leading credit union, is hiring for a Supervisor in the Contact Center. The supervisor plays a key role in the Golden 1 Credit Union’s growth by managing and growing a team that provides first-rate member services via the Contact Center to diverse clients.

LEADERSHIP: Lead a team of Contact Center Representatives in providing superior services to members of the Golden 1 Credit Union by: Creating a motivational atmosphere that leads by coaching, training, counseling, monitoring and positive feedback and/or evaluations. Supervising, appraising & documenting performance levels of employees; Ensuring that Contact Center Teams are multi-functional and effectively cross-trained in all Golden 1 products and services; Administering, processing and maintaining staff payroll, personnel reports and management summary reports.

MEMBER SERVICE/STRATEGIC PLANNING: Supervisor will partner with other Unit Supervisors as well as their Team Members to develop long and short-range plans designed to: Enhance/improve volume sales, services goals and call center volume through development of strategic initiatives; Induce completion of planned work tasks and assist with the implementation of Contact Center improvement plans; Foster teamwork and leverage a strong member support network with other Golden 1 Departments and Branches; Communicate Contact Center Volume and Performance standards so that teams clearly understand and are actively involved in developing initiatives to achieve those standards; Implement and ensure departmental compliance with established security, internal audit, governmental regulations, and credit union policies and procedures; Research, analyze, identify alternatives, and recommend improvements for operational efficiency. Update and maintain department procedure manuals. Complete Regulatory Training Modules as required.

The potential candidate must meet the following minimum

Job Requirements

  • Bachelor’s Degree in related field or equivalent work experience
  • Three or more years of progressively responsible experience in a member service / customer service environment or equivalent and one year or more of supervisory experience in a similar environment
  • Strong oral and written communications skills, current knowledge of The Golden 1 products, services, policies, and procedures, member relations, electronic banking equipment, credit union rules, regulations and sound working knowledge of the methods and principles of sound business practices
  • Mortgage Loan Originator (MLO) Registration required. An individual in this position has been determined to be a Mortgage Loan Originator as defined by the S.A.F.E Act and whose responsibilities include taking applications and discusses terms or negotiates rates on loans secured by real property

Golden 1 Credit Union is an Equal Opportunity Employer offering excellent benefits including medical, dental, vision, and 401(k).

Company Overview

The Golden 1 Credit Union is California's leading financial cooperative, and the sixth largest credit union in the U.S. with more than $7 billion in assets and nearly 600,000 members. We have more than 80 branches, 270 ATMs and 30,000 network ATMs nationwide. Our non-cash offices are conveniently located within places of business you may already visit.

Founded by a group of California state employees in 1933, Golden 1 is a membership financial cooperative which is owned by its members. In keeping with the credit union philosophy of "people helping people," Golden 1 offers our members a wide range of low-cost consumer financial products and high-quality service.

Mission Statement

We deliver financial solutions with value, convenience, and exceptional service.

Vision Statement

A dynamic and trusted leader committed to enhancing the financial well-being of our members and diverse communities.

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  • Member Service Contact Center Supervisor @ Golden 1 Credit Union

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