Bring Your Champion Mindset. Make an Impact. Join Champions First Credit Union as a Contact Center Supervisor Pay Range: Compensation commensurate with experience | Schedule: Full-Time (M-F) | Location: Pensacola/ Nine Mile Rd At Champions First Credit Union, being a champion is more than a name, it’s how we show up for our members, our communities, and each other. We’re growing across North Florida, and we’re looking for a friendly, knowledgeable Member Service Specialist to help us keep that promise. If you enjoy leading a team, coaching people to do their best work, and solving member issues, and you want to build a career, not just take a job, this is your opportunity. What’s in It for You? We take care of our team the way we ask our team to take care of our members: - Ongoing training and professional development opportunities
- Tuition reimbursement
- Comprehensive benefits package for full-time employees, including health, dental, and vision insurance
- 401(k) Retirement Plan, up to 4% employer match
- Profit sharing program
- Generous paid time off — vacation, sick, and personal time, federal holidays, your birthday, and your work anniversary
What You’ll Be Doing As the leader of our Digital Experience team, you’ll guide a team of representatives in delivering outstanding member service across every digital channel and the call center. Your role will: - Coach and develop your team. Build confident, high-performing representatives through regular one-on-ones, real-time feedback, and clear goals.
- Set the standard for member service. Ensure friendly, accurate, first-time-right service on every call, chat, and message.
- Handle escalations. Take on the toughest member issues and complaints, de-escalate them, and resolve them fairly.
- Support digital banking. Troubleshoot online and mobile banking issues and help members get comfortable with self-service tools.
- Lead with data. Track service levels, quality scores, and member feedback, and turn the results into action.
- Improve how work gets done. Spot bottlenecks and repeat issues and build simpler, faster processes.
- Staff for demand. Plan schedules around contact volume so members get timely service during peak times.
- Protect members and the credit union. Keep the team compliant with BSA, OFAC, and Reg E, and catch fraud red flags early.
- Communicate and collaborate. Keep your team informed through change and partner with branches, lending, and IT to solve problems.
- Champion change. Help your team adopt new systems, tools, and ways of working as the credit union grows.
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