Member Relationship Center Supervisor (Call Center)

First Financial Federal Credit Union is a not-for-profit financial cooperative providing banking products and services to its members in Monmouth and Ocean County.  Our goal is make a first rate difference in our Member’s lives by providing the highest level of quality products and personalized services while maintaining financial integrity and stability.  We have been putting people first and enriching our Member’s lives since 1936 by identifying their needs and providing trustworthy and value added solutions.

First Financial Federal Credit Union is a technology driven organization with efficient systems and easy to deliver products.  We are par with community banks and can provide you with the kind of environment where your skills and talents can make a difference that will be noticed.

Summary: Supervises, directs and evaluates employees to ensure members are receiving a high level of customer service along with overseeing the Member Relationship Center’s day-to-day operations. Responsible for managing, training and coaching employees for personnel development and performing their duties. Provides support and resolves problems and complaints. Guides service sales and workflow of a credit union branch that offers a full range of services to current and potential members via telephone rather than in person. 

Responsibilities:

• Complies with and follows all Bank Secrecy Act regulations.
• Supervises, plans, and manages functions related to MRC work area.
• Oversees and directs the day-to-day activities of employees.

• Acts as a source of information and answers employee questions,

            assigns tasks, follows up, gives instructions, and provides guidance and feedback.

• Carries out supervision, coaching, call monitoring, and training.

• Professionally handles incoming calls, voicemails and emails to ensure that member issues are resolved both promptly and accurately with the highest possible degree of respect and urgency.
• Provides communication and follow-up to ensure employees are fully informed of all new information related to products, procedures, member needs and company related issues, changes or actions.
• Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
• Provides product/service information by answering questions and offering assistance.
• Maintains credit union database by entering and verifying information and updating the system.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments.
• Anticipates escalation and takes over calls when needed.
• Keeps management informed on issues and problems.
• Monitors queue and tracks inbound calls.
• Motivates and encourages employees through positive communication and feedback.
• Other duties may be assigned as needed.

Qualifications, Skills and Abilities:

• High school diploma/GED and 3 years of related experience.
• Minimum 2 years of supervisory experience.
• Superior customer service skills.
• Ability to multi-task – answers and responds to calls, voice messages and secure messages, and posts all mail.
• Requires full knowledge of credit union products and services.
• High level of interpersonal skills.
• Good reasoning ability/problem solving skills.
• Solid math skills - able to compute rate, ratio, and percentages.
• Team oriented - contributes to building a positive team spirit.
• Speaks clearly and has strong written and verbal communication skills.
• Good computer skills – able to learn new programs/systems.

As a First Financial employee, you'll enjoy a challenging work environment and an
opportunity to make a difference. We offer paid training and a great benefits package 
including Medical, Dental, Rx, Vision, Life Insurance, Vacation, Sick, Personal, Tuition 
Assistance Program and Retirement Plan.

Equal Opportunity Employer/Veterans/Disabled