{"id":1506480,"url":"https://alion.io/job/unibank-customer-contact-center-supervisor","title":"Customer Contact Center Supervisor","company":{"id":1970462,"name":"UniBank","domain":"unibank.com","url":"https://alion.io/company/unibank-com","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Whitinsville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":25,"max":32,"currency":"USD","period":"hour","gross":null,"usd_annual":64000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-03-20T15:55:00Z","employer_posted_date":"2026-03-20","last_verified_at":"2026-11-01T22:06:11Z","board_verified":true,"closed_at":null,"days_open":226,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":225},"description":"Opportunity Overview\nWe have a Unique opportunity to join our Customer Contact Center team in a full-time role as a Contact Center Supervisor. We are group of talented, professional individuals passionate about supporting our customers and co-workers. We’re looking for someone who believes in the mission of a community bank, who gets excited about learning new things, strives to provide exceptional service and thrives in an environment where you’ll be challenged every day. If being part of a team that gets to make a difference, has an opportunity to learn about all aspects of our business and wants to have fun along the way each day - then come join us!\nPosition Overview\nOur Customer Contact Center Supervisors handle escalated customer inquiries. With a goal of one-call resolution, these internal and external customer interactions model the highest standards of courtesy, professionalism, empathy and problem solving. As a mentor to our Contact Center Representatives, the Supervisors assist in training, development and on-going coaching.\nPrimary Accountabilities\nExceed customers’ service and sales expectations in an inbound/outbound call center environment, including e-mail, online account opening and eChannel expertise.\nAssist Retail branch staff through the “Branch Hotline”. Assist branch staff with routine system navigation, reviewing procedures and assist with creative solutions to solve customer concerns. Provide support for our, eChannels, online resources and expediting approval requests, and at times customers transferred from the branch staff. Handle escalations as needed.\nResearch and resolve complaints to ensure customer retention and satisfaction. \nMaintain an understanding of UniBank products and services, procedure, policies and appropriate regulatory issues in relation to deposit and transaction accounts. \nAssist in developing scheduling/staffing plans and make adjustments to plan to meet daily service level standards.\nMay participate in the interview, hiring and training process of new hires.\nCommunicate trends and develop plans/processes as needed to handle unanticipated events to delight our customer base while keeping management informed.\nComplete various retail projects as assigned.\nManage NSF decisions for the on-line branch\nOther duties as assigned.\n\nKnowledge, Skills, Experience and Education\nAssociate's degree required; Bachelor’s degree preferred. \nKnowledge of customer service practices and technology highly preferred.\n3-5 years of supervisory experience, 1-3 year in a banking call center environment preferred.\nSuperior listening, verbal, and written communication skills. \nAbility to handle stressful situation appropriately.\nBilingual a plus.\nIntermediate to advanced skills in Microsoft Office. \nMust be able to work without direct supervision, solve problems, perform under stressful conditions, use internet for research. \nManage multiple priorities and adapt to change within a fast-paced business environment.\nStrong coaching, teaching and motivating skills required. \nAbout UniBank\nWe are UniBank, a team of civic-minded financial professionals and all-around great people working together to enrich people, businesses and municipalities across New England. We don't abide by the doctrine of big, national banks. What we believe is different. What we believe is unique. We believe in our community. And we believe in the people who live here. We believe in committing time and financial support to local nonprofits. We believe in finding innovative solutions for affordable housing, community development and independent business. And yet, we are bankers. We are a mutual bank, owned by its customers, dedicated to local service. We are technology leaders. Since launching our first online payment platform in 2003, we've never stopped delivering the most effective technology to our customers. We are a unique blend of consumer, civic and business banking with more than 150 years of history. We are an exception to the rule.\nWe are unique. Unique to people. Unique to business. Unique to local government.\nWe are UniBank. Bank Different. Bank Unique.\nThis position may be subject to SAFE Act Registration Requirements. Pursuant to the SAFE Act requirements, all applicants for employment who will be engaged in residential loan mortgage originations (as defined by the SAFE Act) must register with the federal registry system and maintain a status in good standing under the SAFE Act requirements.\nUniBank is committed to fair, competitive, and market-informed pay for our employees. The estimated base hourly rate for this position is $25.00/hr to $32.00/hr. Final hourly offer will be determined based on a particular candidate's unique combination of factors such as skills, education, experience and certifications. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current employees as part of any final offer. UniBank supports the internal growth and development of our employees and so it is rare to have an initial employment offer at the top of a positions pay grade. As a candidate, you are encouraged to have an open conversation with the hiring team regarding any compensation and benefit related questions.\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.\nParticipant in E-Verify.","description_format":"text","description_chars":5513,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":true},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Commercial & Retail Banks","Mortgage Lending & Brokers"],"lifecycle":[{"event":"open","at":"2026-09-30T06:01:09Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.207,"p_room":0.28,"age_days":225,"expected_fill_days":29,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-11-01T06:10:25Z"},"pay":{"stated_usd_annual":64000,"is_top_pay":false},"html_url":"https://alion.io/job/unibank-customer-contact-center-supervisor","json_url":"https://alion.io/job/unibank-customer-contact-center-supervisor.json","meta":{"generated_at":"2026-11-02T01:27:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2260,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1970462},"rest":"https://alion.io/mcp/rest/get_company?id=1970462"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Funibank-customer-contact-center-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Funibank-customer-contact-center-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Funibank-customer-contact-center-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/unibank-customer-contact-center-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Funibank-customer-contact-center-supervisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1506480}},{"tool":"search_jobs","arguments":{"company":"unibank.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1506480},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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