Position Title: Member Service Representative Supervisor

FLSA Status: Exempt

Department : Retail

EEO Code: 2

Reports To: AVP Branch Manager

Grade: 8

Summary:

Act as a leader and coach to Member Service Representative (MSR) staff. Oversee daily operations of the MSR line and ensure MSRs are providing efficient, accurate, and friendly service to members while following established policies and guidelines. Assist the AVP Branch Manager in carrying out the goals of the credit union and operational functions. Maintain a high level of efficiency and accuracy in account transactions, maintenance, and opening.

Essential Functions:

· Supervise, coach, and mentor MSR staff to ensure high-quality and accurate member service. Schedule and monitor MSR line to optimize workflow and minimize wait times. Conduct performance evaluations and provide feedback to MSRs. Handle staff conflicts and disciplinary actions when necessary.

· Actively engage with members to understand their financial needs and recommend suitable products and services. Train and motivate staff to identify cross-selling opportunities and make referrals to other departments.

· Ensure MSRs are providing accurate information and exceptional service to members. Encourage and guide MSR staff in identifying member needs and cross-selling appropriate products and services. Resolve escalated member issues and complaints in a professional manner.

· Perform and oversee daily cash balancing and reconciliation. Oversee vault operations, including cash ordering, shipping, and control. Ensure compliance with Credit Union policies, procedures, and regulatory requirements. Monitor and maintain MSR supplies and equipment.

· Train new MSRs on Credit Union policies, procedures, and member service standards. Conduct ongoing training for MSRs to enhance skills and knowledge. Keep MSR staff informed of changes in Credit Union policies and procedures.

· Identify and mitigate operational risks. Ensure adherence to security procedures to protect the Credit Union’s assets and member information. Report any suspicious activities or potential fraud to the appropriate authorities.

· Must maintain predictable and reliable attendance.

· All other duties as assigned.

Qualifications:

· Education: High school diploma or equivalent required; bachelor’s degree in business or related field preferred.

· Required Experience:

o Minimum 1 year of supervisory or management experience

o Minimum 1 years of banking experience

· Skills:

o Strong leadership and supervisory skills

o Excellent customer service and communication skills

o Proficiency in Symitar a plus

o Attention to detail and strong problem-solving abilities

o Ability to work well under pressure and meet deadlines

o Proven ability to identify sales opportunities and drive cross-selling initiatives

Physical Requirements :

· Ability to stand for extended periods

· Manual dexterity to handle cash and perform 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.