Member Service Supervisor

WHAT You’ll Do:

• Ensure workstations are organized and equipped for the start of the business day.
• Assist in ensuring the operations line is properly staffed and effectively operational.
• Provide guidance to MSRs, as appropriate, with more difficult transactions.
• Evaluate documents prepared by all MSRs to ensure compliance with credit union policies and procedures.
• Assist all MSRs in balancing daily transactions.
• Control cash and all negotiable items. Ensure cash and other negotiable items are secured according to policy throughout course of day.
• Ensure branch is supplied with appropriate cash adhering to branch limits.
• Maintain minimum amount of cash in teller drawers to ensure compliance with security/safety measures.
• Process currency shipments under dual control.
• May remove, count, and record cash from ATM and/or supervise others completing this task.
• Conduct surprise cash drawer audits.
• Ensure all General Ledgers are in balance. Perform research to resolve problems.
• Be responsible for on-the-job training of new MSRs, providing general performance input to the management of the branch.
• Provide feedback to management on the production and goals of other MSRs.
• Coach and track all MSRs on promoting products and service skills.
• Make safety-related decisions, especially in emergencies, when members or staff may be in harm’s way.
• Conduct staff meetings, including training and/or providing regulatory or processes updates. Models great customer service for staff.
• Complete self-assessments or ensure they are completed thoroughly and accurately and on time.
• Participate and/or lead performance and accountability sessions with MSR staff under the guidance and direction of the Branch Manager or Assistant Branch Manager.
• Ensure daily processes are being followed; open and close branch as needed
• Participates in hiring and selection process in conjunction with Branch Manager or Assistant Branch Manager.
• Develop work schedules for staff to ensure appropriate level of coverage.
• Resolve member account-related problems and ensure positive public relations.
• Explain services to potential personal and business account members to generate additional business for the credit union.
• Adhere to general regulatory procedures including requirements of the Bank Secrecy Act and Anti Money Laundering rules.
• Actively support business development activities including attending in person or staffing properly so that staff may attend.
• Perform other duties and projects as assigned.