Member Services Supervisor

Overview

NOTICE: Job applicants limited to DC, MD, OR VA RESIDENTS. Position is hybird. Please note that we are exclusively considering applicants residing in the District of Columbia, Maryland, or Virginia for all open positions.

Join Lafayette Federal Credit Union
, a proud recipient of USA Today's Top Workplaces of 2025 award!

We are expanding and looking for exceptional talent to support our members and contribute to our reputation as an employer of choice. Be a key player in our mission to become the premier financial partner for our community. Your skills and dedication are essential to our success.

Lafayette Federal may have the perfect opportunity for you! We are currently seeking a Member Services Supervisor to join our dynamic team!

Our Difference:
What makes Lafayette Federal cutting-edge? Lafayette Federal Credit Union is not only a great place to bank, but also a great place to work! We have been recognized nationally by Newsweek’s America’s Best Bank’s list, we’ve received a 5-star rating from Bauer financial, and we’ve also ranked #12 in S&P Global’s Top Performing Credit Union’s in 2022 for the second year in a row.

Our Culture: Lafayette Federal is about inclusion, diversity, high performance, and new opportunities. Teamwork and our sense of community also make Lafayette Federal a great place to work. Each person is valued for his or her unique set of skills. We share a common devotion to the people we serve, participating in charity events throughout each year and giving back to the community.

Our Opportunities: Professional development, training, and certification are a priority for our employees. We want you to reach your career goals and provide support that leads to opportunities of advancement within the industry.

We are currently seeking a highly skilled and experienced Member Services Supervisor to oversee the daily operations of a contact center team, ensuring specialists meet performance targets while delivering excellent member service. This role involves the resolution of member issues, driving quality assurance, managing correspondence, maintaining operational soundness, achieving sales and referral goals, and handling calls efficiently.

The Supervisor fosters team development through training, ensures proper use of technology and drives process improvements. Primary responsibilities include coaching Member Engagement Specialists, adjusting staffing to meet call volume requirements, promoting a member-centric environment, conducting quality assurance evaluations and driving behaviors to achieve desired results.

Requirements:

A day in the life of the Member Services Supervisor will include:

• Leadership – Oversees the daily operations of their team to meet key performance indicator goals. Tracks, monitors and reports on metrics; leading process improvements for efficiency.
• Member Service – Maintains an environment that drives member satisfaction. Manages escalated situations and ensures positive levels of sentiment & issue resolution, meeting established targets.
• Training & Development - Coaches and advises Member Engagement Specialists, fostering an environment for knowledge enhancement and career growth.
• Scheduling - Optimizes staffing to ensure member satisfaction throughout all business hours. Assigns tasks and is proactive in ensuring coverage for fluctuations in member interaction volume.
• Quality Assurance – Reviews calls and interactions for compliance, accuracy and cross-sell purposes. Identifies opportunities to strengthen the team’s performance in measured categories of abandonment rates, speed of answer, hold times and member satisfaction.
• Collaboration - Collaborates with internal and external teams to ensure positive member experiences and improvement of KPI results.

• One year to three years of similar or related experience.
• (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

• Proficiency in Microsoft Office products [Outlook, Word,…