Global Cards Solutions Customer Experience (CX) Supervisor Job

Proactively increase member satisfaction and loyalty by identifying and implementing actionable plans to deliver a positive, meaningful member experience across all interactions within the scope of Global Cards Solutions.

This position is expected to be hybrid.

NYC Salary Range - $93,540 - $120,000 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Monitor the activities of the GCS Member Experience team to ensure compliance with acceptable standards of service.
• Identify pain points in the member and employee experience, and work cross functionally to address pain points. Make recommendations for solutions and process changes.
• Collaborate with Global Cards Solutions’ Product team, Operations team, and Quality Assurance/Training to ensure products and services meet member needs and expectations.  Provide recommendations as needed.
• Create and maintain team performance and capacity matrix.  Provide trends in performance and volume on a routine basis. Focus on managing resources to handle sporadic growth in workload and maintain SLAs.
• Participating in GCS member experiences improvement related projects with management and cross-functional teams from ideation to implementation leveraging data and insights.
• Maintain, resolve and update Issues Log related to GCS MX functions.
• Assist with capturing discussion points to address with frontline staff.
• Train and develop staff.
• Perform additional responsibilities as assigned.
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

• Bachelor’s degree
• 3-5 years of progressive experience in Financial Services, Cards or similar organizations or industries
• Prior experience in a leadership role
• Relevant experience managing customer experience
• Experience dealing with a dynamic and evolving work environment
• Proficient in MS Office Suite, with intermediate to advanced Excel and PowerPoint skills