Lead, Member Service Representative
About The Position
The Lead MSR serves as a working leader and subject matter expert on the frontline, supporting day-to-day branch operations and ensuring the delivery of exceptional member service. This role assists the Assistant Branch Manager (ABM) in overseeing teller operations, coaching team members, and fostering a positive member experience. The Lead MSR performs transactions, resolves escalated member concerns, and provides guidance to Member Service Representatives (MSRs) to ensure accuracy, efficiency, and adherence to policies and procedures. This position is also required to travel between branches as needed to provide operational support and staffing coverage.
Requirements
- High school diploma or equivalent required; college coursework preferred.
- 3+ years of experience in a credit union or banking environment.
- NMLS (Nationwide Multistate Licensing System) license
- Previous experience in a lead or mentor capacity preferred.
- Strong product knowledge and operational understanding.
- Excellent interpersonal, communication, and conflict-resolution skills.
- Flexibility to travel between branches with short notice.
Nice To Haves
- Previous experience in a lead or mentor capacity preferred.
Responsibilities
- Perform a full range of teller transactions with accuracy and efficiency.
- Promote credit union products and services aligned with members’ financial needs.
- Resolve escalated member concerns in a professional and solution-oriented manner.
- Assist in opening/closing procedures and daily branch balancing tasks.
- Assist with scheduling and daily workflow management.
- Act as the go-to resource for MSRs, assisting with complex transactions or questions.
- Support onboarding, training, and coaching of MSRs.
- Provide real-time feedback and performance guidance to MSRs.
- Monitor branch cash levels and assist with audits and compliance tasks.
- Ensure adherence to policies, procedures, and security guidelines.
- Travel between designated branches as needed to provide support.
- Support home equity closings.
- Lead by example in sales, service delivery, and product knowledge.
- Performs other job-related duties as needed.
Benefits
- comprehensive medical, dental, and vision coverage
- a dollar for dollar 401(k) match
- up to four weeks of paid time off to rest and recharge
- education assistance
- Employee Assistance Program
- paid and unpaid volunteer opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
