Floating Member Service Supervisor (Orange County)

San Diego County Credit Union•San Diego, CA

About The Position

The Member Service Supervisor provides supervisory, operational, and leadership support to a full-service credit union branch and maintains the organization’s quality service standards. The role oversees branch service operations and staff, supports member transactions and concerns, promotes teamwork and staff development, and helps ensure adherence to cash-control, audit, and regulatory procedures. The supervisor manages staffing and schedules, participates in hiring and performance management, coaches and develops Member Service Representatives (MSRs), and monitors the completion of branch and back-office duties. The role also supports compliance with anti-money-laundering and Bank Secrecy Act requirements, including currency transaction reporting, suspicious-activity referrals, OFAC comparisons, and customer identification procedures. This is a full-time, 40-hour-per-week position with a Monday–Saturday schedule, including rotating Saturdays; Sunday is off.

Requirements

Two years of college experience, or three years of relevant experience with a high school diploma.
Strong cash-handling background and two years of previous teller experience.
Strong human relations and organizational skills.
Supervisory ability and demonstrated knowledge of financial-services policies and procedures.
Demonstrated success planning, organizing, leading, and overseeing people and activities.
Professional and effective verbal and written communication and interaction skills.
Organizational skills to manage multiple projects, establish priorities, and meet deadlines.
Track record of applying critical-thinking and emotional-intelligence skills in a wide variety of situations.

Responsibilities

Schedule MSRs and ensure the area is properly staffed at all times.
Promote quality member service and assist members as necessary, serving as an FSR or MSR.
Set up an assigned cash drawer to provide coverage during lunches and peak periods.
Handle member complaints and concerns.
Participate in hiring, training, coaching, supervision, and performance evaluations of MSRs as directed by management.
Assist with planning and conducting branch huddles and meetings.
Act as a positive role model and help MSRs improve performance; promote high morale and teamwork.
Maintain branch cash control using established policies and procedures.
Schedule and perform surprise cash counts and monthly vault audits.
Assist with balancing MSR cash drawers, locating outages, administering the MSR over/short policy, and monitoring and correcting deposit errors.
Monitor and ensure compliance with Large Currency Transaction Reporting (CTR) and Bank Secrecy Act (BSA) requirements.
Approve checks over MSR limits and authorize check exceptions.
Provide overrides using sound judgment and mitigating risk while meeting members’ needs.
Implement policy and procedure changes and ensure MSR compliance.
Coach and develop MSRs to participate in campaigns, contests, one-on-ones with management, and meetings.
Support MSRs’ continuing education in product knowledge and job techniques to help meet or exceed performance goals.
Delegate and monitor audits, including negotiable items, daily work, and membership applications, and assist with other audits as requested.
Distribute and assign MSR back-office duties and oversee their completion.
Participate in assigned AML/BSA compliance training and follow credit union AML/BSA policies and procedures, including CTR rules and form preparation, suspicious-activity referrals, OFAC comparisons, and individual identification procedures.
Provide managerial oversight of assigned staff and functional deliverables.
Demonstrate leadership, serve as a role model, and foster a positive work environment based on trust and transparency.
Manage staff performance through daily feedback, coaching, mentoring, timely appraisals, and constructive attention to deficiencies.
Support and motivate team members’ ongoing growth and development; consult HR on issues outside the normal scope of performance or behavior.
Immediately report safety or legal issues and surface undesirable patterns.
Partner with HR on employment decisions and refer requests for changes in employment terms or scheduling to HR.
Monitor approved schedules, review and approve staff timesheets, and ensure expenses are reported according to company policy.
Schedule and provide staff meal and rest breaks while maintaining operational coverage.
May serve on ad hoc committees and perform other duties as assigned.