Job Title: Member Solutions Supervisor

Job Type: Full-time

Department Hours: Monday – Friday 8:00 AM – 8:00 PM; Saturday 8:00 AM – 5:00 PM

Location: Salt Lake City, Utah

Hiring Range: $26 - $31 per hour (Higher compensation may be considered based on experience, qualifications, and internal equity)

All of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves. All backgrounds, viewpoints, and life experiences are welcome, knowing this commitment strengthens our credit union family and communities.

The Member Solutions Supervisor reports directly to the Member Solutions Center Manager or Director. Areas of responsibility include supporting our team members and leaders with member interactions. The Member Solutions Supervisor will be responsible for training, coaching, motivating, recognizing, assigning queue work, and monitoring work daily in support of department goals.

Responsible and Accountable for:

• Maintaining a continuous floor/ team chat presence.
• Conducting account level research and monitoring call trends to promote superior service.
• Handling escalated member calls and providing problem resolution.
• Effectively supervising and coaching Solution Center team members in a fast-paced environment.
• Partner to resolve issues within the Member Solutions team and remove barriers.
• Monitor daily queue coverage and phone staffing needs.
• Drive morale and identify ways to recognize strong performance.
• Host and participate in team meetings to ensure communication is consistent and timely.
• Participate in candidate interviews when recruitment needs arise.
• Meet all required deadlines.
• Achieving department goals while operating within budgetary guidelines.

Knowledge, Skills, and Abilities:

• Strong verbal and written communication skills required for interfacing with staff and management.
• Strong leadership skills to ensure that full staffing, consistent remote monitoring, thorough reviews, adequate training, and staff development needs are met.
• Analytical ability to understand and interpret various reports and data.
• Ability to understand and interpret goals.
• Strong problem-solving skills.
• Self-motivated with the ability to work independently.
• Demonstrate ability to remain calm in emotional tense situations.
• Maintain a professional work demeanor and environment at all times.
• Able to work flexible hours to meet the demands and needs of the team.
• Exceptional judgment in offering service to members, adhering to policy, and other applicable regulations, while protecting the credit union assets by identifying opportunities to reduce losses.
• Strong knowledge and experience with creating strong member experiences.
• Ability to prioritize work and remain organized.
• May be asked to fill in for the Member Solution Managers during vacations or other temporary requirements.

Education and Experience:

• At least two years of Servicing experience.
• At least one year's experience in coaching or in the development of team members.
• Previous Supervisory experience preferred.
• Strong Call Center insight to deliver desired results.

Chartway offers a competitive salary and a comprehensive benefits package. Candidates must have a good credit history for consideration. Salary requirements must be included and resumes must be accompanied by a Chartway Employment Application for consideration.

Chartway Federal Credit Union is an EOE/M/F/Disability/Vet Employer.

If a reasonable accommodation is needed for the job interview process, please contact our Talent Acquisition Team at 1-877-319-4818 extension 45863 or email us at recruiter@chartway.com.