Member Service Supervisor (MSS) is responsible for the day-to-day supervision of the staff and branch functions associated with processing member services and creating a positive member experience. They must proactively identify growth opportunities and ensure member retention. The MSS will oversee the daily and monthly operational procedures and adhere to all policies and procedures.

Responsibilities:

• Provide support to the Credit Union, Management, MSR’s, and all other colleagues.
• Responsible for high level member services and advisory line responsibilities.
• Develop a Recognition program and implement with all branch associates.
• Support Branch Manager in all operations, sales, member service, and cash operations to effectively meet monthly goals.
• Oversee the operating procedures and practices within the advisory line including: Make approvals and exceptions to policy as needed, recognize potential fraud and report to management as necessary, and take a proactive approach to solving operational issues.
• Ensures education and mandatory compliance training is completed in a timely manner.
• Perform routine monthly audits and daily/monthly sales tracking.
• Ensures the dual control process is being implemented per policy guidelines.
• Ensures CTR forms are prepared and uploaded on the BSA website.
• Mentor, coach and develop team, role play member scenarios, follow-up with employees and provide constructive feedback.
• Serves as a role model to employees in terms of member service, professional presence and technical skills. Is sure to communicate Credit Unions expectations and standards, coaches and follow up as needed.
• Meet and exceed Credit Union service standards by providing an excellent member experience and resolving member issues while complying with Credit Union procedures and security protocols.
• Being proficient in products and services, understanding and educating members on consumer deposit products and consumer lending.
• Proactively identifying opportunities to grow member relationships through a disciplined sales process, outbound calling, and sourcing referrals from members.
• Adhere to all operational, risk, regulatory and security policies and procedures.
• Oversee and maintain lobby, greet members and direct to the proper advisor, manage incoming phone calls, process and distribute mail.
• Handle transactions for members, including check cashing, deposits, withdrawals, transfers, loan payments, cashier’s checks, and opening and closing of accounts.
• When needed, reconcile cash drawers and complete daily tasks while demonstrating respect and professionalism.
• Demonstrating acumen in sales, member service, consumer lending, relationship management, communication and presentation.
• Other duties as assigned per management.

Qualifications

Required Skills/Abilities:

• Excellent communication and interpersonal skills
• Knowledge of cash flow, bank operations, departmental policies and applicable laws and regulations
• Proficient with Microsoft Office Suite or similar software
• Ability to maintain professionalism and tact in stressful situations.

Education and Experience:

• High school diploma or equivalent required
• Previous supervisory experience and demonstrated skills
• Minimum two years of customer service and banking experience