Member Service Representative Supervisor

Job Summary: The Member Service Representative (MSR) Supervisor is responsible for overseeing the daily operations of the MSR team, ensuring exceptional member service, and maintaining operational efficiency. This role involves supervising, coaching, and mentoring MSRs, handling complex member inquiries, and ensuring compliance with credit union policies and procedures.

Key Responsibilities:

• Supervision and Leadership: Lead and supervise the MSR team, providing guidance, support, and performance feedback.
• Member Service: Ensure high-quality member service by addressing complex inquiries and resolving issues promptly.
• Training and Development: Train new MSRs and provide ongoing coaching to enhance team performance.
• Operational Efficiency: Monitor and manage daily branch operations to ensure efficiency and accuracy in transactions.
• Compliance: Ensure adherence to credit union policies, procedures, and regulatory requirements.
• Sales and Referrals: Promote credit union products and services, encouraging MSRs to identify and refer sales opportunities.
• Reporting: Prepare and analyze reports on branch performance, member satisfaction, and operational metrics.
• Problem Resolution: Handle escalated member complaints and issues, ensuring satisfactory resolution.
• Team Collaboration: Foster a positive and collaborative team environment, promoting teamwork and communication.

Qualifications:

• Education: High school diploma or equivalent required; associate or bachelor's degree in business or related field preferred.
• Experience: Minimum of 3-5 years of experience in a financial institution, with at least 1-2 years in a supervisory role.
• Skills: Strong leadership, communication, and interpersonal skills. Proficiency in MS Office and credit union software systems.
• Knowledge: In-depth understanding of credit union products, services, and regulatory requirements.
• Attributes: Detail-oriented, problem-solving abilities, and a commitment to providing exceptional member service.

Benefits:

• Competitive salary and performance-based incentives
• Health, dental, and vision insurance
• Retirement plan with employer match
• Paid time off and holidays
• Professional development opportunities

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Experience:

• Cash handling: 3 years (Required)
• Supervisory: 1 year (Required)
• Customer service: 3 years (Preferred)

Ability to Commute:

• Saginaw, MI 48602 (Required)

Ability to Relocate:

• Saginaw, MI 48602: Relocate before starting work (Required)

Work Location: In person

Salary : $15 - $18