The Call Center and Online Services Supervisor is responsible for the daily operations of the Call Center, including supervising the Member Service Team.  This position is also responsible for ensuring Member Service Representatives are providing an excellent member experience via phone, email, and chat.  The Call Center and Online Services Supervisor will also coach MSRs on policies, procedures, soft skills, and effective call handling.  The Supervisor will review interactions via all channels to monitor trends, discover opportunities for process improvement, and identify training needs in the department.

• Manage direct reports to maximize productivity, efficiency, and potential, including:  hiring, job assignments, performance monitoring, coaching, and training.
• Assure compliance with regulatory requirements and Credit Union mission, values, policies, and procedures.
• Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.
• Runs reports as needed and uses data to make recommendations for improved processes.
• Reviews calls, emails, and chat and coaches to performance.
• Provide prompt, professional, accurate service and support to all members and associates in accordance with Clean Energy’s standards.
• Within established levels of authority, provide overrides, process transactions, resolve problems and answer questions regarding account issues and Credit Union products and services.
• Receive, inspect, and verify negotiable instruments for deposit, accept loan payments and perform a variety of other financial transactions as directed and in accordance with established policies and procedures.
• Maintain member account information and perform all types of account maintenance including but not limited to fraud claims, business account maintenance, and decedent account maintenance.
• Cultivate and maintain appropriate relationships with members and co-workers.
• Manages other projects and duties as assigned.
• Must comply with all applicable laws, and regulations, including but not limited to: Bank Secrecy Act, Patriot Act, and the Office of Foreign Assets Control.

• Member Services Representatives
• Member Services/Support Services Coordinators

• Enthusiastic and creative leader with the ability to inspire others, and a passion for delivering best in class member experience.
• Strong empathy for members and passion for growth.
• Outstanding ability to prioritize complex initiatives against business goals.
• Diplomacy, an innovative spirit, member service excellence, and a data-driven mindset.
• Superior interpersonal and collaboration skills and proven track record in effectively achieving results in a cross functional environment. Superior influencing skills.
• Strong ideation skills – an idea generator- with ability to align and gain consensus for ideas.
• Effective in finding workable solutions and organizational alignment in highly complex or ambiguous situations.
• Demonstrated leadership, decision-making, and team building skills.
• Excellent written, verbal, and presentation skills.
• Outstanding problem-solving skills.
• Ability to work well under pressure and handle multiple duties and assignments.

• High School Diploma or Equivalent
• 2+ years in a leadership or supervisory role, preferably in a call center environment
• 2-5 years of similar experience in a bank or credit union preferred

• Sedentary computer work
• This position is subject to irregular hours
• May require occasional travel to attend off-site meetings and or conferences
• Must be able to lift 35 lbs.
• Must be able to read, write, and speak the English language.

Annual Salary: $50,000 – $60,000

Note: This description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the position.

Clean Energy CU is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Clean Energy CU makes hiring decisions based solely on qualifications, merit, and business needs at the time.