Call Center Supervisor (Bilingual)- Fort Worth Job Listing at EECU in Fort Worth, TX (Job ID 2400)

Description

Member Services Supervisor (Call Center)

Location: Fort Worth, TX
Department: Member Services

EECU is seeking an experienced and motivated Member Services Supervisor to join our team. This is a new leadership position added to support the continued growth of our high-performing Call Center.

If you are a strong people leader who thrives in a fast-paced environment and is passionate about coaching teams, improving processes, and delivering exceptional member service, we encourage you to apply.

This is a full-time onsite leadership role at our EECU Cullen Operations Center.  

About the Role

The Member Services Supervisor leads and develops a team of call center representatives to deliver service excellence while driving efficiency, quality assurance, referral growth, and operational performance in a high-volume contact center environment.

This role partners closely with the Member Services Manager to ensure service levels are achieved, technology systems are optimized, and team performance consistently meets or exceeds expectations.

What You'll Do

Lead & Develop Your Team

• Hire, train, coach, and develop a team of 15+ call center representatives
• Foster a positive, accountable, and service-focused culture
• Conduct regular coaching sessions to drive performance and professional growth
• Develop team members to meet or exceed service, referral, and quality goals

Drive Operational Excellence

• Monitor and manage key performance indicators including:
  • Service levels
  • Abandonment rates
  • Interaction quality
  • Schedule adherence
  • Referral and sales performance
  • New account application accuracy
• Identify opportunities to improve workflows and daily operations
• Oversee and optimize call center technology systems, including ACD, workforce management tools, service applications, and core banking platforms
• Assist with inbound calls as needed to support service levels

Support the Member Experience

• Resolve complex escalated member concerns with professionalism and sound judgment
• Ensure all interactions reflect EECU's commitment to delivering A Better Way of Banking®

Ensure Compliance

• Maintain compliance with all applicable federal and state regulations, including but not limited to:
  • Bank Secrecy Act (BSA) / Anti-Money Laundering (AML)
  • Bank Bribery Act
  • NCUA Privacy Regulations
  • Reg DD, Reg E, Reg CC, Reg Z, Reg B
  • FCRA/FACTA
  • Servicemembers Civil Relief Act (SCRA)
• Complete required initial and annual BSA training

What We're Looking For

• 3–5 years of supervisory experience in a high-volume call center environment
• 3–5 years of experience leading, coaching, and developing 15+ representatives
• Proven sales and service management experience in a call center setting
• Strong organizational and time management skills
• Excellent verbal and written communication skills
• Ability to manage multiple priorities in a fast-paced, high-interaction environment
• Demonstrated ability to allocate resources effectively to meet member needs
• Flexibility to work open or close (8:00 AM – 5:00 PM Monday–Friday; Saturday 9:00 AM – 1:00 PM)
• College degree preferred

Why EECU?

At EECU, we believe exceptional member experience starts with exceptional leadership. This is your opportunity to shape a critical service channel, influence enterprise strategy, and lead meaningful transformation within a growing financial institution.

If you're ready to build, elevate, and innovate — we're ready to meet you.

For more than 90 years, Fort Worth-based EECU community credit union has been committed to providing members A Better Way of Banking®. Today, EECU is one of the largest credit unions in Texas with $4 billion in USD assets and serves over 297,000 members through 21 financial centers across North Texas. In the true spirit of the credit union philosophy “people helping people” EECU was recently honored with the Fort Worth Business Press Corporate Philanthropy Award for employee volunteerism, named Best Bank/Credit Union by the Fort Worth Star Telegram's readers, and became the 1st credit union in Fort Worth to become Blue Zones certified for promoting employee well-being.

EECU is an EOE/Vets/Disabled Employer. 

We are an Equal Opportunity Employer and do not discriminate against applicants due to veterans' status or based on disability. 

For more information on our organization and benefits please visit EECU Careers at www.eecu.org/careers.