Member Service Supervisor (Arden, NC)

Description

Job Description Statement

Responsible for the supervision of Member Service Specialists. Solves escalated member problems and/or assists with complex member questions or work-related matters. Guides and advises Member Service Specialists in the efficient handling of member needs and accurate transactional processes. Performs all Member Service Specialist functions as needed.

Credit Union Branch Staff Standards

• Represents the Credit Union in a courteous and professional manner.
• Assumes responsibility for establishing and maintaining effective, professional business relationships with members. Ensures members are greeted and welcomed to the credit union in a friendly and professional manner.
• Complies with credit union operations and security procedures by participating in dual-control functions and by maintaining awareness of all credit union safety and security policies and procedures.
• Understands and complies with branch opening and closing procedures.
• Maintain thorough understanding of products and services and ensures that all members are informed as needed.
• Promote and cross-sell products and services based on member needs.
• Maintains privacy of member account information.
• Ensures that the Credit Union’s quality reputation is maintained and protected.
• Ensures work area is clean, secure, and well-maintained.
• Ensures that member requests and questions are promptly resolved.
• Understands the importance of working as a team with other departments to ensure delivery of high-quality service.
• Contribute to team effort by participating in credit union events, promotions, etc. and by projecting a positive attitude to members and staff always.
• Attends meetings and in-house training, as required.

Essential Duties and Responsibilities

• Performs MSS job functions with a high level of efficiency, accuracy, and effectiveness.

• Assign, monitor, and supervise the workload of the Member Service Specialists to ensure the smooth and efficient flow of work.

• Supports branch management by managing Member Service Specialists.
• Evaluate and contributes to the development of direct reports to ensure quality of work and service to members. Provides coaching, motivation, and support for direct reports.
• Serves as the vault custodian and is responsible for all related tasks.
• Identify and resolve employee relation issues in a direct and timely manner.
• In cooperation with the Branch Manager, hold weekly branch huddles to discuss areas needing improvement, changes in procedures, new developments or services, and to present general information. Encourage the exchange of ideas.
• Investigates teller losses and addresses corrective actions. Delivers disciplinary action, as necessary.
• In cooperation with the Branch Manager, analyze the workflow on an on-going basis to determine staffing requirements. Oversee work schedules for full-time and part-time employees in the front-line member service area to ensure proper service to members.
• Participate in evaluating policies and procedures for the front-line member service staff.
• Maintain comprehensive, up-to-date knowledge of all State and Federal regulations that are applicable to transactions performed in the member service area. Knowledgeable on all credit union policies and procedures within the member service area.

• Performs cash audits, as necessary, for vault and ATMs.
• Maintains assigned branch cash levels.
• Performs check repairs and reviews ATM deposits.
• Closely monitor compliance and procedure breakdowns/errors, ensuring timely and accurate corrections are made.
• Train and encourage front line staff in promoting and cross-selling credit union products and services.

• Complies with all governing regulations, specifically the Bank Secrecy Act (BSA), OFAC and the Patriot Act requirements. Understands and complies with all state and federal regulations and laws.
• Performs any and all duties assigned by supervisor.

Supervisory Responsibilities

Assign, monitor, and supervise the workload of the Member Service Specialists to ensure the smooth and efficient flow of work.

Qualifications

Required Performance Skills/Abilities

• Ability to manage time; coordinate several projects at once; multitask.
• Able to follow established policies and procedures.
• Required reports and records are accurate, complete, and timely.
• Maintain a professional appearance in accordance with established dress code policy.
• Technological skills and knowledge, including computer literacy.
• Ability to collaborate with all levels and departments of the organization.
• Exceptional attention to detail.
• Ability to effectively communicate both verbally and in writing.
• Maintain a balancing record that meets established standards.
• Maintain positive relationships. Problems or questions are courteously and promptly addressed and resolved.
• Ability to demonstrate flexibility and reliability.
• Ability to perform duties with minimal direction.
• Strong knowledge of financial products and services.
• Analyze situations quickly and objectively, apply appropriate elements of decision-making and determine the proper course of action
• Possess strong skills in problem solving and critical thinking. Uses sound judgement when making decisions and works well under pressure.
• Possesses a high level of self-control, self-confidence, and self-awareness, and good organizational skills.
• Maintain high levels of ethics and integrity.

Education and/or Experience

• High School graduate or equivalent.
• Extensive knowledge of Member Service Specialist policies and procedures.
• Strong understanding of Credit Union operations.
• Previous customer service and cash handling experience required.
• Previous supervisory experience preferred.

Certificates, Licenses, Registrations

None required.