Member Services Supervisor - Contact Center (Hybrid) in Needham, Massachusetts at Direct Federal Credit Union

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).