Member Services Supervisor – Contact Center

Direct Federal Credit Union

. Supervise daily associate work through support channels, live dashboards, queue information, and performance reporting .

Posted 9/22/2026full-timeNeedham • Massachusetts • United StatesMid-LevelSenior💰 $28 - $35 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching abilities in a customer service environment, with a focus on performance management, operational efficiency, and team development. Proficient in financial products and systems, ensuring effective service delivery and member satisfaction.

Highest-signal resume keywords

Customer Service ExperienceSupervisory ExperienceFinancial Products KnowledgeCoaching and Development SkillsMicrosoft 365 Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ReportingQueue ManagementIssue ResolutionProcess TrainingOperational Needs Assessment

Soft Skills

Leadership StyleCommunication SkillsOrganizational SkillsMultitasking AbilityPositive Attitude

Tools & Technologies

MeridianLinkMANTLFuseAlkamiQ2LuminCorelation KeystoneCOCCJack HenryFiserv

Industry Keywords

BankingCredit UnionContact CenterCustomer ExperienceService Systems

About the role

Key responsibilities & impact

Supervise daily associate work through support channels, live dashboards, queue information, and performance reporting
Conduct one-on-ones, call monitoring, live coaching, documented feedback, performance conversations, and development planning
Coach procedural execution and recognize accomplishments and strengths
Teach new processes and systems, reinforce prior training, support ongoing learning, provide cross-training, and maintain department procedures and training resources
Maintain and distribute the daily department schedule, monitor associate activity and schedule execution, respond to same-day changes, and help ensure appropriate staffing coverage and service levels
Serve as the supervisory point of escalation for sensitive or difficult member situations and work toward timely, effective resolution
Run and analyze associate performance reports, identify individual and team trends, provide feedback, and report relevant observations and needs to the Member Services Manager
Maintain working knowledge of Direct Federal products, services, digital tools, systems, and procedures
Become proficient in new product launches and process changes, translate changes into daily operations, and reinforce consistent execution
Assist with complex member-related work, queues, reports, and other day-to-day operational needs

Requirements

What you’ll need

Minimum of three years of customer service experience in a banking or credit union environment
At least one year of supervisory, coaching, or team leadership experience
Strong working knowledge of financial products, policies, procedures, and service systems
Ability to diagnose and resolve complex issues
Ability to provide direct, respectful coaching and hold team members accountable for performance and behavioral expectations
Strong ability to prioritize, multitask, and stay organized in a fast-paced Contact Center environment
A positive, professional, and supportive leadership style
Excellent written and verbal communication skills
Strong computer skills, including Microsoft 365 applications
Preferred experience with account-opening and loan-origination platforms, such as MeridianLink, MANTL, Fuse, etc.
Preferred experience with digital banking platforms, such as Alkami, Q2, Lumin, etc.
Preferred experience with core banking platforms, such as Corelation Keystone, COCC, Jack Henry, etc.
Preferred experience with card processing partners, such as Velera (PSCU/Co-op), Fiserv, etc.

Benefits

Comp & perks

Medical, dental, and vision insurance
Life and disability insurance
401(k) with match and a pension plan
Paid vacation, sick, and personal time
Credit monitoring service
Student loan paydown program