Account Manager Supervisor

Start your career with Heritage Federal Credit Union!

Heritage Federal Credit Union, a Readers' Choice Best Credit Union gold award recipient, is growing thanks to the focus on helping our members and community. At Heritage, we foster a dynamic and collaborative environment where your contributions truly make a difference. As we continue to expand, we are searching for an Account Manager Supervisor to join our amazing team!

Account Manager Supervisor is responsible for a diverse scope and range of Virtual Banking Center business duties and staff management. Supervise, schedule, evaluate and coach assigned Virtual Banking Center staff to meet company and business unit objectives and carry out Heritage's mission statement in all member interactions.

Primary Responsibilities:

• Serves membership by taking calls as needed providing information in an accurate, professional, and efficient manner via telephone, mail and/or e-mail.

• Schedule and conduct routine team meetings for assigned staff and attend and participate in other meetings as assigned by Virtual Branch Manager.

• Coach assigned staff to meet performance objectives through routine one on one meetings, side-by-sides, call observations, and review of applicable survey results.

• Handles escalated calls and member complaints to ensure member satisfaction.

• Generates and analyzes team reports. Provides statistical feedback to staff and Virtual Branch Manager.

• Measure and report performance of individual agents and team.

• Participate in the Virtual Branch Manager on duty rotation.

• Review and audit calls to ensure quality standards are met.

• Other duties as required.

Qualifications Include:

• Associate degree or equivalent financial institution experience in Virtual Banking Center required.

• 1-3 years' experience working in a call center or similar environment of Finance.

• Excellent customer service.

• Solid communication skills.

• Ability to make sound decisions based on limited information.

• Strong time management and the ability to multi-task.

About Heritage Federal Credit Union

Heritage Federal Credit Union offers financial products and services to anyone who lives, works, worships, attends school, participates in programs to alleviate poverty or distress, or participates in associations headquartered in; and businesses and other legal entities, incorporated and unincorporated organizations located in; or maintaining a facility located in Gibson, Posey, Warrick, Vanderburgh, Daviess, Knox, Spencer, Pike, Perry, Crawford, Clark, Floyd, and Harrison Counties in Indiana; and Henderson, Daviess, Hopkins, Hancock, Ohio, McLean, Webster, Union, and Crittenden Counties in Kentucky; and Lawrence, Wabash, White, Gallatin, and Hardin Counties in Illinois. More information regarding Heritage Federal Credit Union can be located at heritagefederal.org.

EOE