Supervisor, Member Services

The Supervisor, Member Services at Rewards Network oversees the daily operations of the member services team, manages client escalations, drives team performance to meet KPIs, and ensures our members receive exemplary customer service. This role involves quality assurance, performance management, scheduling, training, and engaging in cross-departmental collaboration to resolve complex issues.

Applicants for the Supervisor, Member Services role at Rewards Network should possess a High School Diploma or equivalent, with an Associate's or Bachelor’s degree preferred. A minimum of 5 years in customer service or call center environments and at least 1 year in a supervisory role is necessary, along with strong leadership skills and experience in financial services being a plus.

In the Supervisor, Member Services position at Rewards Network, you play a crucial role in driving member engagement. This entails monitoring quality assurance, coaching your team to provide exceptional service, evaluating customer feedback, and implementing procedural changes that enhance the overall member experience while aligning with business goals.

At Rewards Network, the Supervisor, Member Services can look forward to numerous opportunities for career advancement. By focusing on leadership development and participating in training programs, you can build upon your experience, enhance your skills, and potentially transition into higher managerial roles within the organization.

The work environment for the Supervisor, Member Services at Rewards Network is dynamic and collaborative, set in a hybrid working space in our modern downtown Chicago office. You will work alongside a passionate and diverse team, focusing on problem-solving and teamwork to achieve objectives while enjoying flexible working arrangements.

When answering this question, highlight specific experiences where you successfully led a team, discuss strategies you implemented to improve performance, and mention any relevant metrics that show your impact on team success.

To respond effectively, outline your approach to remaining calm and composed, actively listening to the customer's concern, and working towards a solution while collaborating with your team. Use a previous example to detail how you resolved a similar situation.

Emphasize your commitment to continuous improvement by discussing the importance of personalized coaching sessions, setting clear objectives, and using regular feedback to cultivate skills. Provide an example of how you successfully coached a team member, showcasing their growth.

Discuss your organizational skills and tools or methodologies you use for task prioritization. Explain how you balance immediate needs with long-term goals and give an example of a time you successfully managed competing priorities.

Define KPIs and explain their significance in tracking performance. Provide examples of key metrics you’ve worked with, how you monitored them, and the role they played in your team’s success in previous positions.

Share a specific instance where you identified an inefficiency, the steps you took to develop and implement a better process, and the positive outcomes that followed. Highlight your ability to advocate for change.

Articulate your passion for customer service and how helping your team members succeed translates to improved customer experiences. Share examples of what drives you to maintain a positive atmosphere within your team.

Discuss your regular performance evaluations, feedback mechanisms, and how you set goals for individual and team success, ensuring to highlight any metrics or specific tools that have worked well for you.

Explain your proficiency with CRM tools, how they improve team collaboration and member interactions, and offer an example of how you’ve used such software to enhance service levels.

Describe your communication skills and teamwork philosophy. Emphasize the importance of keeping channels open, discussing your approach to resolving inter-departmental challenges, and possibly sharing a success story of collaboration from your past.