Position Summary:

The position of Member Service Supervisor is established to provide supervisory, operational and sales support to a full service branch office of the credit union. Maintains quality service standards set by the organization.

Essential Duties and Responsibilities

• Schedule MSRs and ensure area is properly staffed at all times. Promote quality member service.
• Assist members as necessary, serving as an FSR or MSR. Set up assigned cash drawer to provide coverage during lunches and peak periods. Handle members' complaints and concerns as they arise.
• Participate in the hiring, training, coaching, supervision and performance evaluations of MSRs as directed by management. Assist with planning and conducting branch meetings. Act as a positive role model to staff and assist MSRs with improving performance. Promote high morale and teamwork within the branch.
• Maintain branch cash control using established policies and procedures. Schedule and perform surprise cash counts and monthly audits of vault.
• Assist in balancing of MSRs' cash drawers; assist in locating outages; administer MSR over/short policy; monitor and correct deposit errors.
• Monitor and ensure compliance of Large Currency Transaction Reporting and Bank Secrecy Act.
• Approve checks over MSR limits and authorize check exceptions. Provide overrides, ensuring that sound judgment is applied coupled with the members' needs.
• Implement changes in policy and procedures, ensuring MSRs' compliance.
• Encourage MSRs to actively participate in the sales program. Assist MSRs with their continuing education regarding product knowledge, selling techniques and the sales program. Participate in sales coaching, meetings and contests for the branch.
• Delegate and monitor auditing (to include negotiable items, travelers checks, daily work, membership applications, etc.). Assist with additional audits as requested by management.
• Distribute and assign MSR back office duties and oversee their completion by using effective time management skills.
• Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.
• Provide managerial oversight of the activities for areas of responsibility, including assigned staff and functional deliverables of the team.
• Demonstrate leadership in words and actions on a daily basis; act as role model for success and engagement. Create a positive work environment conducive to trust and transparency.
• Responsible for the performance management of staff, to include daily feedback, coaching and mentoring; administration of appraisals that are timely and meaningful. Identify and address deficiencies constructively. Continually support, encourage and motivate team members toward ongoing growth and development.
• Consult with Human Resources (HR) on issues outside of the normal scope of performance or behavior. Report all issues of safety or legal consequence immediately and surface undesirable patterns as they are discovered. Partner with HR on all employment decisions, and refer requests for changes in terms or scheduling to the HR department.
• Monitor approved schedules, review and approve timesheets of staff, and ensure all expenses are reported as per company policy. Schedule and provide staff the opportunity for meal and rest breaks, while ensuring operational coverage is maintained.

Other Duties & Responsibilities

• May serve on ad hoc committees.
• Perform other duties as assigned.

Physical Demands and Work Environment

While performing the duties of this position, the employee is regularly required to talk and hear; to reach with hands and arms, use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to walk, stoop, kneel, crouch or crawl. The noise level in the work environment is usually moderate.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The noise level in the work environment is usually moderate.

Minimum Qualifications (Education, Experience, Skills)

• High school diploma or equivalent.
• Must possess strong cash handling background with previous teller experience.
• Strong human relations and organization skills.
• Supervisory ability; demonstrated knowledge of policies and procedures in the financial services industry.
• Demonstrated success in planning, organizing, leading and oversight of people and activities.
• Professional and effective interaction, verbal and written communication skills.
• Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines.
• Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.