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Member Service Lead

2 months ago

Rock Hill, United States Family Trust Federal Credit Union Full time
Role:

As a member of Branch Leadership, the Member Service Lead (MSL) is responsible for the operations, oversight, and performance of teller line functions. The MSL is responsible for the accuracy, distribution, processing, and purchasing of branch cash. Audits, balancing, month end processing will all flow through the MSL according to credit union standards. This person shares the responsibility of MSC I development, sales referrals, MSC I training, and teller line functions with Branch Manager. The MSL is responsible for developing and maintaining a positive, productive, and efficient "teller line" culture. Provides relevant information to the Branch Manager and works effectively as a leader in the branch network.

Essential Functions & Responsibilities:

  1. Supervise and coordinate activities of MSC I's to ensure branch efficiency and accuracy.
  2. Hold MSC I's accountable to their job description and provide/arrange the training needed to meet expectations.
  3. Provide oversight of the MSC I's at branch location by planning work schedules, distributing and monitoring MSC I's cash, investigating MSC I's differences, assisting MSC I's in balancing daily proof, handling more complex transactions and training MSC I's on new procedures.
  4. Assist with daily balancing, regular branch audits, prepare and receive cash shipments, and reporting malfunctions of terminals and other equipment used at the MSC I stations.
  5. Oversee the vault and all vault related activity.
  6. Make check cashing decisions above set MSC I limit.
  7. Prepare and maintains daily and monthly MSC I related reports and logs.
  8. Receive and review weekly timecards prior to submitting to branch manager.
  9. Ensure that dual control procedures are followed.
  10. Oversees sales referral process and coaches MSC I's.
  11. Perform normal MSC I duties on a daily basis.
  12. Provide feedback on MSC I's performance to Branch Manager for performance evaluation completion.
  13. Consistently go above and beyond typically expected work schedule to accomplish what is needed for the benefit of the Branch.
  14. Serve as a role model for MSC I's with regards to effective communication, respect for others, ability to work with others, and dedication to both the branch network and Credit Union as a whole.
  15. Implement appropriate MSC I's suggestions to improve MSC I's branch processes and procedures.
  16. Perform other job-related duties as assigned.
  17. Understand and comply with credit union policy, laws, regulations, and the credit union's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious member and/or account activity.


Knowledge and Skills:

Experience: Proven work experience in Branch Operations as a Teller/MSC. A minimum of 1 year is required.

Education: High-school diploma/G.E.D.

Interpersonal Skills: The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the job.

Other Skills: Good working knowledge of credit union policies, procedures, products and services, loan underwriting and credit analysis, federal regulations, audit and security procedures, and our data processing system. Also requires knowledge of effective cash handling, balancing, check processing, audit, month-end, completion, member de-escalation, conflict resolution, transaction processing, and coaching.

Effective skills for team building, managing and motivating people, and the ability to develop employees by training, coaching, and mentoring. Other skills include research and analysis, good written and oral communication skills, and the ability to assist in the coordination of daily branch operations.

Physical Requirements: Ability to lift up to 30 pounds

This Job Description is not a complete statement of all duties and responsibilities comprising the position. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.