Member Services Supervisor

NOTICE: JOB APPLICANTS LIMITED TO DC, MD, OR VA RESIDENTS. POSITION IS HYBRID.
Please note that we are exclusively considering applicants residing in the District of Columbia, Maryland, or Virginia for all open positions.
The Member Services Specialist is a hybrid role, meaning it entails a combination of remote work and in-person attendance.

Be part of Lafayette Federal Credit Union, recognized by USA Today as a Top Workplace for three consecutive years (2024–2026)

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.

• Do you have a passion for people and value friendly, welcoming interactions?
• Do you value helping people find solutions to their needs?
• Do you see every challenge as an opportunity and keep trying until you get it right?
• Do you have experience in a financial call center environment?

If so, then Lafayette Federal may have the perfect opportunity for you! We are currently seeking a Member Engagement Supervisor to join our dynamic team!

About the role:

A Member Services Supervisor oversees 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 Services Specialists, adjusting staffing to meet call volume requirements, promoting a member-centric environment, conducting quality assurance evaluations and driving behaviors to achieve desired results.