Member Service Supervisor

## Description

**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