Member Service Supervisor (Project Management)

Are you passionate about leadership and delivering exceptional service? Become a Member Service Supervisor at Royal Credit Union! In this role, you'll lead and coach a dynamic call center team, manage daily operations, and drive efficiency through technology and analytics—all while making a meaningful impact on our Members' experiences.

Why Royal?

• Member and Community Focused: We are dedicated to making a positive impact on our Members and the communities we serve, going beyond financial services to enrich lives and foster growth.
• Supportive Environment: Join a collaborative, values-driven workplace that is always evolving. We support each other and work together to achieve our goals.
• Professional Growth: We offer numerous opportunities for training and advancement, helping you continuously develop and advance your skills.
• Empowerment: We empower our team members to make decisions and drive initiatives that help our Members achieve their financial goals. Your ideas and contributions are valued and encouraged.
• Community Involvement: Engage with your local community through various initiatives and events, making a tangible difference where you live and work. Be part of something bigger.

What You'll Do:

Lead, coach and develop the credit union's call center Member Service team. Actively manage daily call center operations, take appropriate actions to provide superior member service and utilize technology and analytics to maximize call center efficiency. Represent Member Service with department and corporate projects and initiatives. Work with staff to meet and exceed their individual goals, departmental goals and Member expectations.

Our Commitment To You:

• Compensation: $63,980.80 - $73,569.60 annually (candidates with significant related experience may be higher)
• Benefits: Royal is proud to take care of our team members and their families! In addition to our comprehensive medical, dental, and vision insurance plans, Royal offers a 5% 401k employer match, paid family and sick leave, vacation and sick time accruals, childcare reimbursement, tuition and student loan debt assistance, pet insurance, and much more!

What's Needed For This Position:

• Associate's Degree in Business Administration, Finance, Accounting or comparable work experience
• Two years working in a customer service/support organization
• Two years experience leading or supervising a customer service team
• Must be bondable
• Valid Driver's License and insured vehicle

Knowledge, Skills and Competencies (summarized into 5 detailed bullet points):

• Strong leadership and coaching abilities to guide team members in achieving personal and departmental goals, including performance management and development.
• Proficiency in monitoring and analyzing call center metrics such as service levels, answer rates, and Net Promoter Scores to drive operational improvements.
• Excellent communication and conflict resolution skills to handle escalated Member issues and deliver updates on products, services, and procedures.
• Technological aptitude with moderate understanding of Microsoft Office and ability to use Royal's digital solutions across various devices.
• Collaborative mindset to work across departments and contribute to corporate projects, ensuring consistent and high-quality Member service.

We'd Love To See:

• Bachelor's Degree in Business Administration, Finance, or Accounting
• Experience providing customer service through SMS, Chat, or Video Chat
• Experience using contact center equipment and software including phone system technology
• Previous Royal Credit Union experience

Work Schedule:

• Full-time, working approximately 40 hours per week. Hours and shifts vary between 8:00am-5:00pm Monday through Friday, with additional hours as needed.

Training:

• Prior to starting a normal work schedule, new Royal team members must attend Foundation Training at our Corporate Center in Eau Claire, WI from 9:00am - 4:30pm on Monday and Tuesday during their first week of employment. Out of town learners will be reimbursed costs related to travel and lodging.
• Foundation Training covers fundamental information about Royal's culture and core values which sets the stage for team members to be successful within our organization.

Ready to make a positive impact? APPLY NOW if you are ready to take on this exciting challenge to contribute to our mission and become a part of the Royal Credit Union family!