Member Services Supervisor

Job overview

The Member Services Supervisor role is hybrid, based in Rockville, MD, with applicants limited to DC, MD, or VA residents. The stated salary is $64,000–$69,000 per year. Lafayette Federal Credit Union serves members and aims to be a premier financial partner for its community. The supervisor oversees contact center operations, coaches member engagement specialists, and supports service quality, issue resolution, and performance goals. The role helps maintain member satisfaction through staffing, quality assurance, training, and process improvements.

What you'll do

• Oversee daily contact center operations and performance metrics
• manage escalated member issues
• coach and develop Member Engagement Specialists
• adjust staffing to call volumes
• review calls and interactions for compliance, accuracy, and cross-sell opportunities
• collaborate with internal and external teams
• lead process improvements.

What we're looking for

Skills & competencies

member services supervisor

contact center

credit union

member experience

team coaching

quality assurance

rockville md

lafayette federal credit union

$64k–$69k/year

hybrid

dc md va residents

401(k) match

paid time off

educational assistance

Work arrangement

• Weekend coverage required

Benefits & perks

• Employer-paid health insurance premiums for single and family HMO coverage
• fully funded HMO deductible
• 401(k) employer match
• life insurance
• short- and long-term disability
• paid time off, holidays, and birthday leave
• educational assistance
• commuter benefits.

Why this role

Hybrid position; applicants must reside in the District of Columbia, Maryland, or Virginia.

About the employer

Lafayette Federal Credit Union is hiring for this role. Industry: Credit Unions. Sector: 52.