Supervisor – Contact Center – Secure Messaging

Supervisor – Contact Center – Secure Messaging

Requirements

• Associate’s degree or equivalent work and/or educational experience required.
• Minimum one year of leadership experience in the financial services or contact center environment required.
• Minimum two years of technical member service/customer service support experience required.

Responsibilities

• Guide a high-performing team by setting clear goals, offering consistent coaching, and fostering a culture of accountability and growth.
• Monitor daily performance and ensure your team delivers timely, accurate, and high-quality service that aligns with BECU’s standards.
• Collaborate with leadership to develop and refine procedures for remote servicing, and serve as a subject matter expert to support knowledge sharing across the organization.
• Address and resolve issues related to virtual channels by coordinating with internal teams and external vendors to minimize disruptions and enhance member satisfaction.
• Keep your team aligned with regulatory and internal policies, while providing timely feedback and coaching to support continuous improvement.
• Step in to handle escalated calls and assist during high-volume periods, ensuring every member concern is addressed with empathy and efficiency.
• Partner with the workforce team to monitor call volumes and staffing needs, making real-time decisions to maintain service excellence.
• Work closely with other departments to gather feedback, share insights, and recommend improvements that enhance the member and employee experience.
• Ensure all monthly audit requirements are met and collaborate on the development of job standards that support team success.
• Take on additional responsibilities as needed to support the evolving needs of the Contact Center and BECU as a whole.

Preferred Qualifications

• Thorough knowledge of Credit Union’s remote services within the virtual banking applications preferred.
• Experience with an automated call distribution (ACD) system preferred.
• Ability to plan, organize and implement projects or initiatives in a timely manner.
• Ability to analyze data related to staffing to ensure staff is best utilized during peak and slow times in conjunction with the workforce team.
• Proficient verbal and written skills required to effectively communicate.
• General knowledge and understanding of federal and state regulations governing deposits, lending, and electronic funds, including any reporting requirements.