Member Service Supervisor

Top Job

Located in Roseburg, OR

Salary: $65,000-$80,000

The Member Service Manager/Supervisor plays a pivotal role in ensuring exceptional service delivery to members by leading and supporting the member service team. This position is responsible for overseeing daily operations, managing team performance, and fostering a positive environment that prioritizes member satisfaction and engagement. The role requires strategic planning to improve service processes and implement best practices that align with organizational goals. The Member Service Manager/Supervisor acts as a liaison between members and the organization, addressing concerns promptly and effectively to maintain strong relationships. Ultimately, this role drives the continuous improvement of member services to enhance overall member experience and loyalty.

Full time, $65k-$80k

Minimum Qualifications:

Minimum of 3 years of experience in a member service or customer service supervisory role.

• Proven ability to lead and manage a team effectively in a fast-paced environment.
• Strong communication and interpersonal skills to interact professionally with members and staff.

Preferred Qualifications:

• Experience working within a credit union, financial institution, or membership-based organization.
• Demonstrated success in implementing process improvements that enhance member experience.

Responsibilities:

• Supervise the activities of the teller operations area by assigning work, answering questions,
   solving problems, and sensitive member relations problems.
   Explain policies and procedures to members as a communication tool.
• Assist with daily operations of the member service department, ensuring efficient workflow and adherence to policies.
• Ensure that staff is trained and cross-trained in all phases of their jobs to ensure the
   delivery of quality service to members and to ensure accuracy in transactions.
• Collaborate with other departments to coordinate service initiatives and improve member engagement strategies.
• Responsible for managing and providing instruction on complex account relationships, including trusts, representative payee, conservatorship, UTMA, and all business accounts, including Sole Proprietorships, LLCs, Corporations, Nonprofits, and Club accounts.
• Support staff by providing instruction and approval for wire requests and assisting with fraud prevention and response scenarios

Skills:

The Member Service Manager/Supervisor utilizes leadership skills daily to guide and inspire the team toward achieving service excellence. Strong communication skills are essential for effectively addressing member concerns and collaborating with internal departments. Analytical skills are applied to interpret service data and develop strategies for continuous improvement. Proficiency in CRM software enables efficient management of member interactions and tracking of service outcomes. Additionally, problem-solving skills are critical for resolving complex member issues and ensuring a positive experience for all members.

 

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