Start a Rewarding Career with Alliant

What will your day look like?

You will be responsible for leading and coaching employees through the day-to-day operational responsibilities of the Member Care Center. The Supervisor will work with the Manager, Member Care Center to drive employee development and performance management by monitoring, motivating, recognizing and coaching the team in order to enhance job performance. Work involves sorting through and resolving complex member issues, coaching and training employees in the areas of member service quality, and product knowledge. Resources to do the job require reliance on technical knowledge of Credit Union products, policy, procedures, and performance management. General direction is received from the Manager, Member Care Center.

Responsibilities

Do you see yourself doing this?

• Manage and develop Member Service Consultants in order to achieve individual, team and organizational goals.
• Lead the hiring, onboarding, training and retention of Member Service Consultants within the Member Care Center.
• Monitor phone calls, conduct side-by-side coaching and provide real-time feedback, motivation and recognition to all employees on your team and assigned programs daily.
• Responsible for ensuring training of Member Service Consultants is completed in a timely fashion whether regulatory, compliance, new product, sales or reoccurring learning.
• Continually assesses team performance to ensure successful achievement of goals - including quality, sales and service measurements.
• Partner with Manager, Member Care Center to drive and communicate the need for a consistent and impactful member experience to the Member Service Consultants.
• Resolve member escalations in an effective manner, ensuring member satisfaction and evaluation of processes and procedures in order to minimize further issues.
• Collaborate closely with other Credit Union departments in resolving member issues.

Leadership and Performance Management Responsibilities

• Translate operating plans into meaningful direction of projects, goals, priorities and activities; delivering on strategy through quality execution and best practice adaptation.
• Capture, analyze, and understand the internal environment, team dynamics, and talent capabilities to address organizational refinement, agility and growth.
• Champion Employee/Internal Customer Engagement, employee development and all cultural hallmarks through a strong leadership signature.
• Continually assess and provide discerning development, insightful coaching and talent utilization/optimization for direct reports.
• Apply strong command of Alliant's Leadership Competencies in leading an engaged workforce in order to effectively leverage the full potential and talent of this function.
• Provide a structural and consistent approach to ensure that individual development plans are in place, performance management is consistent, performance management process is respected and followed, and coaching and feedback are provided on a regular and dynamic basis.

Qualifications

What makes you a great fit?

You'll be a great fit if in addition to the completion of a Bachelor's degree in Finance, Business Management or a related field and 3+ years successful sales experience (Financial Services experience preferred); or a high school diploma and an equivalent combination of training and experience, 3 years of customer service experience in a contact center environment, 1-2 years of sales experience, required, and you have:

• Strong industry product knowledge including excellent presentation and communication capabilities with a strong attention to detail.
• Must have the ability to work independently and motivate others along with strong organizational, technical, critical thinking and decision-making skills.
• Exceptional customer service skills and experience handling escalated customer service issues is required.
• Demonstrated ability to effectively collaborate with employees at all levels of the organization.
• Must have the ability to adhere to set deadlines and communicate with various levels of the organization.
• Comfortable working in a restrictive environment requiring extended periods of time at a fixed work position.
• Secondary language skills desirable.

When you're happy, we're happy!

As a thank you for joining our team, you'll benefit from:

• Competitive medical, dental, and free vision benefits
• Competitive compensation plan
• Contributions towards gym memberships
• Generous PTO and banking holidays off

Still not convinced?

For more details you can also visit our Glassdoor and LinkedIn profiles.