Branch Supervisor

Job Description

Job Description

Overview

Under the direction of the Member Experience Manager, the Member Experience Supervisor II, is responsible for leading and managing a team dedicated to providing exceptional service to members. The Supervisor oversees daily operations, ensuring that members' needs are met efficiently, and enhancing the overall member experience.

Key Responsibilities

• Supervise, mentor, and support a branch team.
• Oversee daily operations to ensure smooth workflow and adherence to service standards.
• Handle escalated member inquiries and complaints, providing timely and effective resolutions.
• Process transactions accurately and efficiently according to balance guidelines.
• Monitor and evaluate the performance of the team, providing regular feedback and assessing goals and development plans.
• Conduct regular training sessions to enhance team skills and knowledge.
• Identify areas for process enhancement and implement solutions to improve efficiency and service quality.
• Provide coverage and oversight of Sales and Service functions in order to assist in meeting the branch goals.
• Prepare and present reports on team performance and member satisfaction metrics.
• Ensure adherence to company policies, procedures, and regulatory requirements.
• Lead special projects and initiatives aimed at improving the member experience.

Core Skill Competencies

Physical Demands

Qualifications