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Member Services Supervisor — New Alliance FCU

Sep 30, 2021
Ambridge, PA

Supervise and assist member experience representatives in the areas of credit union account transactions, problem resolution, and product/service/investment information; train new member experience reps.

Essential Functions and Responsibilities:

  • Assists member experience by answering questions about products, services, and investments

and resolves problems within his/her authority to resolve, referring issues beyond his/her authority to the supervisor.

  • Hires, reviews, schedules, trains, directs, and monitors the work of direct reports; conducts performance reviews; allocates resources to meet operational needs within the department; reviews and approves, denies, or modifies department recommendations for subordinates.
  • Identifies and takes action to improve the department’s operating methods and procedures.
  • Identifies cross-sell opportunities to member service reps and assists with cross-sell services to members.
  • Serves as backup to member experience reps as needed.
  • Performs other job-related duties as assigned.

Performance Measurements:

  • Maintain a cohesive, highly trained, motivated staff sufficient to meet daily department demands.
  • Ensure all activities within the department are carried out within prescribed time frames and with zero unresolved errors.
  • Develop and improve the knowledge and skills of assigned member experience reps.
  • Provide informed, prompt, accurate service and support to all members and associates by waiting on members in lobby, answering the telephone, and responding to messages or correspondence.
  • Troubleshoot and resolve member and internal inquiries in a timely and accurate manner.
  • Ensure department achieves assigned goals and that direct reports achieve individual goals.
  • Note observations of employee performance. Give and receive feedback from employee on the same, completing performance reviews within the prescribed timeframe.


  • Three-five years of similar or related experience.


  • A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills:

  • Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills

  • Must have excellent oral and written communication skills.
  • Must be able to operate general office equipment including 10-key calculator, copier, fax, and computer.

To apply send your resumé to Kelly Friedl, Chief Operations Officer at Alliance FCU