Supervisor of Member Services
2 weeks ago
Position Title: Member Service Representative Supervisor
FLSA Status: Exempt
Department: Retail
EEO Code: 2
Reports To: AVP Branch Manager
Grade: 8
Role Summary:
The Member Service Representative Supervisor is responsible for leading and coaching the Member Service Representative (MSR) team. This role involves overseeing the daily operations of the MSR line, ensuring that team members deliver efficient, accurate, and friendly service to our members while adhering to established policies and guidelines. The supervisor will assist the AVP Branch Manager in achieving the credit union's objectives and maintaining operational excellence.
Key Responsibilities:
- Supervise, mentor, and coach MSR staff to ensure exceptional member service quality. Schedule and manage the MSR line to enhance workflow and reduce wait times. Conduct performance assessments and provide constructive feedback to team members. Address staff conflicts and implement disciplinary measures as necessary.
- Engage proactively with members to assess their financial needs and suggest appropriate products and services. Train and inspire staff to recognize cross-selling opportunities and facilitate referrals to other departments.
- Guarantee that MSRs deliver precise information and outstanding service to members. Encourage MSR staff to identify member needs and recommend suitable products and services. Address escalated member concerns and complaints professionally.
- Oversee daily cash balancing and reconciliation processes. Manage vault operations, including cash ordering, shipping, and control. Ensure compliance with credit union policies, procedures, and regulatory standards. Monitor and maintain MSR supplies and equipment.
- Train new MSRs on credit union policies, procedures, and service standards. Provide ongoing training to enhance the skills and knowledge of MSRs. Keep staff updated on changes in credit union policies and procedures.
- Identify and mitigate operational risks. Ensure compliance with security protocols to safeguard the credit union's assets and member information. Report any suspicious activities or potential fraud to the relevant authorities.
- Maintain reliable and predictable attendance.
- Perform other duties as assigned.
Qualifications:
- Education: High school diploma or equivalent required; a bachelor's degree in business or a related field is preferred.
- Experience:
- Minimum of 1 year of supervisory or management experience.
- Minimum of 1 year of banking experience.
- Skills:
- Strong leadership and supervisory abilities.
- Excellent customer service and communication skills.
- Proficiency in Symitar is a plus.
- Attention to detail and strong problem-solving skills.
- Ability to perform well under pressure and meet deadlines.
- Proven track record of identifying sales opportunities and driving cross-selling initiatives.
Physical Requirements:
- Ability to stand for extended periods.
- Manual dexterity for handling cash and performing data entry.
- Ability to lift and carry coin bags (50+ pounds) and other materials as needed.
Work Environment:
Professional banking environment.
Equal Opportunity Employer: Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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