Fulfillment Center Supervisor

POSITION SUMMARY:

The primary purpose of this position is to manage the daily operations of BayPort’s Fulfillment Center, part of the omnichannel member operations function. The Fulfillment Center Supervisor oversees the processing of member mail-in correspondence, including but not limited to account maintenance, payments, and inquiries, and assists members with account-related change requests received via mail, phone, chat, SMS/text, and email. The team also works the fulfillment queue of requests received by Contact Center representatives via phone and makes outbound calls to members to finalize requests.

ESSENTIAL FUNCTIONS AND SUPPORTING DUTIES:

• Supervise the daily operations of the Fulfillment Center, including mail-in correspondence for account maintenance, payments, and inquiries.
• Manage the fulfillment queue across mail, phone, chat, SMS/text, via home banking and email, including requests received by Contact Center representatives via phone.
• Assign and balance work among Fulfillment Specialists to meet turnaround and accuracy standards.
• Monitor queue volume and aging, while adjusting priorities and coverage as needed.
• Lead, coach, and develop Fulfillment Specialists through regular feedback, one-on-ones, and performance reviews.
• Perform quality reviews of completed work to confirm accuracy and compliance.
• Partner with Contact Center leadership so requests entering the fulfillment queue are complete, and share feedback when submissions need improvement.
• Track and report team productivity, accuracy, and turnaround results to the Member Operations Manager.

QUALIFICATIONS AND REQUIREMENTS:

Required Education: High school diploma required.

Required Experience: 1-2 years of financial industry experience with a solid progressive leadership background.

Preferred Experience: 2-3 years of experience leading a complex business operation within the financial services industry with direct experience in Contact Center supervision.

Required Knowledge: Overall knowledge of general credit union operational procedures to include but not limited to member services, member accounts, e-branch/e-statements, STAR, Internet, ATM and debit card, loan processes and procedures

Skills and Abilities:

• Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.

• Demonstrated ability to lead, coach, and motivate a team.
• Strong understanding of account maintenance, payment processing, and member service procedures.
• Ability to manage workflow and priorities across multiple service channels.
• Strong attention to detail and commitment to accuracy.
• Excellent written and verbal communication skills, with the ability to work across teams and departments.
• Strong problem-solving skills and sound judgment when handling exceptions.

This job description is not an all-inclusive list of the responsibilities, skills, working conditions or essential functions of this job. Management reserves the right to modify, add or remove essential functions as business needs warrant.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and reserve the right to perform pre-employment substance abuse testing.