Member Services Supervisor - Contact Center (Hybrid) at Direct Federal Credit Union

Needham, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

22 May, 26

Salary

32.0

Posted On

21 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Coaching, Training, Problem Solving, Product Knowledge, Policy Adherence, Workflow Improvement, Performance Evaluation, Escalation Handling, Prioritization, Multitasking, Organization, Communication, Computer Skills, Microsoft Office Suite

Industry

Banking

Description

Description Our Mission: To deliver great rates that save our members money, provide easy access that saves them time, and offer remarkable service that preserves their peace of mind. Our Vision: To be the lifelong trusted partner of more and more members as they pursue their dreams. Our Purpose in Member Services: Every interaction should build stronger relationships, instill trust, empower financial decisions, and solve problems. Who We’re Looking For We’re seeking a Member Services Supervisor who is: A supportive leader – You coach, guide, and develop team members through call monitoring, feedback, and ongoing training. A calm and confident problem solver – You handle escalated situations with professionalism and work toward positive resolutions. A subject matter expert – You understand our products, policies, and procedures, and help the team apply them accurately. A process-minded thinker – You identify opportunities to improve workflows and enhance the member experience. A thoughtful evaluator – You observe performance, recognize strengths, and provide constructive, growth-focused reviews. What You’ll Do Support and develop the Member Services team through coaching, training, and regular feedback. Handle escalated member calls and ensure timely, effective resolution. Maintain deep knowledge of Direct Federal’s products, services, and digital tools. Collaborate with leadership to streamline processes, solve operational challenges, and improve service delivery. Complete performance evaluations and contribute to team member development plans. Assist with day-to-day call center functions as needed. Work two to three Saturdays per month until 1pm. What You Bring Minimum of three years of customer service experience in a banking or credit union environment. At least one year of supervisory, coaching, or team leadership experience. Experience opening and maintaining various account types (e.g., checking, CDs, IRAs, money markets, trusts). Experience taking loan applications and supporting online banking. Strong ability to prioritize, multitask, and stay organized in a fast-paced environment. A positive, professional, and supportive leadership style. Excellent written and verbal communication skills. Strong computer skills, including the Microsoft Office Suite. Work Environment This role is a hybrid position, requiring a combination of remote work and regular in-person presence at our branch. What We Offer Competitive hourly wage: $28–$32 per hour, based on experience. Comprehensive benefits package including: Medical, dental, and vision insurance Life and disability insurance 401(k) with match and a pension plan Paid vacation, sick, and personal time Credit monitoring service Student loan paydown program Direct Federal Credit Union is an Equal Opportunity Employer (M/F/D/V).

Responsibilities

The supervisor will be responsible for supporting and developing the Member Services team through coaching, training, and regular feedback, while also handling escalated member calls to ensure timely and effective resolution. This role involves maintaining deep knowledge of products and collaborating with leadership to streamline processes and improve service delivery.