The Support Center Supervisor is responsible for leading, supervising, coaching, mentoring, and developing the support center staff. The supervisor guides and advises support center staff in the efficient handling of member needs and accurate transactional processes. They solve escalated member inquiries and/or help with complex member questions and/or work-related matters. In addition, they build and strengthen relationships with co-workers and members, direct and evaluate staff performance, and coordinate schedules to ensure adequate staffing coverage. They maintain a thorough knowledge and understanding of compliance, regulatory, and security procedures relating both to the support center and the credit union, and ensure operations are conducted following established MCU policies, procedures, guidelines, and audit standards. They perform all primary duties and responsibilities of a support center representative, as needed.

In addition to managing the call center, the Support Center Supervisor will oversee a variety of back-office functions, including, but not limited to, Share Draft/ACH processing, card balancing, return deposit check processing, online/remote fraud, and wire errors. The supervisor will also oversee the credit union’s plastic card program (ordering, inventory, re-issues of ATM/Debit/Credit cards, etc.).

Exemplary leadership skills, professionalism and integrity, a strong work ethic, excellent written and verbal communication skills, and adherence to strict confidentiality are all key traits required to succeed in this position. The successful candidate will have a strong knowledge of core computer programs, an aptitude for working with technology, and the ability to troubleshoot issues effectively as they arise. 3-5 years’ experience in a call center/support center at a financial institution is preferred, as is 2 years supervisory experience. A high school diploma and/or equivalent is required.

Benefits:

• 401(k) with an employer match
• Health Insurance
• Health savings account with an employer match
• Dental insurance
• Vision insurance
• Group life insurance
• Paid time off
• Paid Federal holidays
• Employee assistance program
• Professional education and training opportunities

Pay is DOE.

Interested applicants must apply through our website at https://www.montanacu.com/join-in/careers.html

Job Type: Full-time

Pay: $47,500.00 - $60,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person