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Self-Help is a leading national community development financial institution headquartered in
Durham, NC. Since 1980, Self-Help has provided $8.5 billion in financing to 159,000 families,
individuals and businesses. It helps drive economic development and strengthen communities
by providing responsible financial services; lending to individuals, small businesses and
nonprofits; developing real estate; and promoting fair financial practices across the nation. The
Self-Help family of nonprofit organizations includes Self-Help Credit Union, Self-Help Federal
Credit Union, Self-Help Ventures Fund and the Center for Responsible Lending. Through its
credit union network, Self-Help serves over 150,000 people in North Carolina, California,
Chicago, Florida and South Carolina. Learn more at www.self-help.org, www.self-helpfcu.org
and www.responsiblelending.org.
Role Overview:
Self-Help Federal Credit Union (SHFCU) is currently undergoing dynamic growth in its retail credit union
operations in California and more recently in Illinois.
The Contact Center Supervisor will report to the Contact Center Manager, oversees day to day
operations and supervise Contact Center Specialists. We are seeking a talented, proven leader to
supervise and coordinate the functions and staff of the Contact Center to achieve member satisfaction
by maintaining quality and committed service to the credit union’s members. The Supervisor will ensure
the department operates in an efficient, effective manner and use appropriate judgement to ensure
compliance and the delivery of excellent member service.
Essential Responsibilities:
Assist with hiring and onboarding new employees. Oversees and direct the day-to-day activities of
Contact Center Specialists. Monitor staff performance and coach them to cultivate the knowledge
and skills to provide excellent member service.
Maintain high level of knowledge of all credit union products and services. Acts as a resource of
information and answers questions from staff, assigns tasks, provide guidance and feedback.
Responsible for training, coaching, and staff development. Create and deliver performance
improvement plans, assist with handling disciplinary action.
Ensure adherence to credit union policies and department procedures, etc. Devise ways to optimize
procedures and keep staff motivated. Recommend methods to improve member service, working
conditions and to increase efficiency.
Prepares and directs scheduling, monitors attendance, schedule shifts and breaks as necessary.
Recommend necessary staffing and procedure adjustments to meet department goals and
deadlines.
Anticipate escalation and take over calls when needed. Resolve member complaints in a
professional manner focusing on excellent member service. Handle all written correspondence in a
professional manner. Assist with answering member calls as needed.
Prepare monthly & annual performance reports. Provide feedback to improve performance with
Contact Center key metrics such as call abandonment, calls waiting, etc. Hold staff accountable for
achieving individual and department goals. Participate in monthly one-on-one’s with staff as well as
annual performance reviews.
Keep management informed on issues and problems. Suggest possible improvements.
Collaborate with other supervisors and management team members to support agents to meet call
center goals, and maximize member satisfaction.
Other duties as assigned.
Credentials, Experience and Skills:
Bilingual Spanish/English preferred
Strong commitment to our mission – creating economic opportunity for traditionally underserved
communities.
Strong understanding of cultural competency.
Preference for working in organizations that place priority on teamwork and collaboration
High school diploma or equivalent education and experience.
Two or more years of contact center or financial institution experience, with a minimum of two years
in a supervisory role.
Professional demeanor, proven leadership ability, strong organizational and communication skills,
and must value a high degree of accuracy. Ability to multi-task, set priorities and manage time
effectively.
Computer proficiency. Knowledge in contact center software, online and mobile banking services
preferred.
Flexible in hours including evenings and weekends.
Up to 30% travel within SHFCU and all brand organizations.
Physical Requirements:
Frequently requires use of manual dexterity and repetitive motions, primarily with the wrists, hands,
and/or fingers. Must be able to occasionally lift and exert force of up to 40 pounds.
Compensation:
Competitive salary, based on experience, plus a generous benefits package that includes health, dental, life
insurance, flexible spending plan, retirement plan, paid parental leave, and domestic partners policy.
Self-Help is committed to providing equal employment opportunities to all persons,
regardless of race, religion, religious creed, color, national origin, ancestry, physical
disability, mental disability, medical condition, genetic information, marital status, sex,
gender, gender identity, gender expression (including transgender status), age, sexual
orientation, military and veteran status, class or family status.
