Sup - Business Member Support Service Center

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

11950

Grade:

23S

Status:

Exempt

POSITION AND PURPOSE

The role of the Business Member Support Service Center Supervisor involves supervising the Business Member Support Service Center Team to align with corporate strategic objectives aimed at establishing the company as a leading financial service provider for small businesses and organizations. This involves overseeing day-to-day operations, implementing innovative initiatives, conducting risk analysis, and monitoring, and fostering team development and motivation. The team will be the primary point of contact for business members, responding promptly to inquiries, resolving issues, and providing ongoing support and guidance. In addition to supervising daily operations, a pivotal role will be focused on training and managing the team to ensure the delivery of exceptional member service and meeting performance targets. The Supervisor ensures team productivity, cultivates a member-centric environment, and supports the Manager of Business Member Support Service Center across all departmental functions and performance areas.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You are a results-driven leader with a passion for delivering exceptional service to business members while developing high-performing teams. You excel at balancing operational efficiency, risk management, and member experience, using data, coaching, and process improvement to drive results. Known for your ability to lead through change, resolve complex issues, and build strong relationships, you foster a collaborative, member-centric culture that supports business growth and service excellence.

THE WORK

•

Promote a culture of member excellence, teamwork, and continuous improvement within the Business Member Support Service Center . Recognize achievements, share success stories, and empower staff to deliver exceptional member experiences.

•

Handle escalated and complex inquiries to ensure timely resolution and member satisfaction.

•

Supervise daily operations of the Contact Center, including scheduling, task assignment, workflow management, and adherence to service-level agreements (SLAs).

•

Monitor performance metrics such as call quality, average handle time, customer satisfaction scores, and productivity. Provide coaching and feedback to drive continuous improvement.

•

Lead training and development initiatives, including onboarding new team members and providing ongoing skill enhancement for existing staff.

•

Implement process improvements and technology solutions to enhance efficiency, accuracy, and member experience.

•

Conduct risk assessments and compliance checks to ensure adherence to regulatory requirements and internal policies.

•

Foster a member-centric environment, emphasizing empathy, professionalism, and relationship-building during every interaction.

•

Drive digital transformation by encouraging adoption of new tools and technologies that improve service delivery.

•

Manage KPIs and reporting, ensuring transparency and accountability in operational performance.

•

Conduct regular call calibrations and coaching sessions to maintain quality standards and consistency.

•

Ensure compliance and operational integrity, maintaining controls that mitigate risk and support the organization’s risk appetite.

•

Empower team members through mentorship and career development, identifying opportunities for growth and skill enhancement.

•

Support the Department Manager across all departmental functions and performance areas, assisting with strategic planning, goal setting, and performance evaluation.

•

Effectively manage key performance indicators (KPIs) to drive team productivity and operational efficiency.

•

Monitoring and reporting of the member Data Changes are completed monthly per policy. Review the Data Change training module and update as necessary on an annual basis.

•

Conduct call calibrations and ensure coaching cadences are set up with the team.

•

Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

QUALIFICATIONS

•

Bachelor’s Degree in business or a related field preferred

•

Directly related experience may be considered in lieu of education.

•

6+ years of progressive leadership roles. required

•

Business Banking Account and Loan Serving experience within a financial institution Leadership extensive experience in team management and leadership roles. Successful track record of navigating through complex challenges, inspire high performance, and drive sustainable success. required

•

Proficiency in Business Banking

•

Demonstrate the ability to lead coaching calibrations, conduct post-call evaluations, and execute effective one-on-one development sessions.

•

Proactive attitude

•

Advanced problem-solving skills and timely responses.

•

Possess an advanced ability to navigate and resolve conflicts with discretion and professionalism, particularly in emotionally challenging situations.

•

Advance in using systems, databases, and other relevant technologies.

•

Independent self- motivated worker who takes initiative without need of supervision.

•

Highly flexible and adaptable to sudden changes in the work environment.

•

Analyze situations and make critical informed decisions that support our strategic objectives.

•

N/A required

•

Accountable for Results - oversees daily performance 

•

Delivers results with agility - adjusts workflows quickly

•

Collaborates across Teams - encourages teamwork Builds trust and credibility - maintains fairness and reliability 

•

Develops others through feedback - coaches jr team members Solves problems proactively - removes barriers for success 

•

Communicates with clarity - provides clear direction

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Regularly engage in verbal and written communication with various departments, including ACH departments, Wire Department, BMS department, Business Relationship Officer, Commercial Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, Learning and Development, and Digital Team. Internal discussions primarily revolve around research topics.

EXTERNAL:

Interact vendors and contractors

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.