Lead Member Service Representative

Jeanne D Arc Credit Union • Nashua, NH

8h

About The Position

As a Lead Member Service Representative, you’ll work under the leadership of the Assistant Branch Manager
to serve as a primary resource for Member Service Representatives. The Lead Member Service Representative is a senior-level operational leader within the branch. In addition to performing advanced member transactions and relationship-building activities, the Lead MSR supports branch leadership with daily operational oversight, opening and closing responsibilities, vault balancing, and workflow coordination. The Lead MSR provides direction and peer guidance during daily operations but does not have formal performance management authority (no interviewing, performance evaluations, or corrective action administration).

Requirements

• Experience: 3+ years related financial industry experience preferred.
• Education: High School Diploma or GED, NMLS registration required
• Interpersonal Skills: Personable and courteous; member-focused, patient, confident, and composed. Strong active listening skills with positive body language and tone. Accountable and self-motivated. Demonstrates the ability to act as a peer leader within a professional team environment. Detail-oriented, organized, and dependable.
• Other Skills: Dependable and punctual. Basic financial literacy. Ability to understand and communicate products, services, and regulations to members and employees. Proficiency in computer skills and ability to learn the current core system and other related software. Strong judgment and risk awareness.

Responsibilities

• Greets members and provides relevant information regarding transactions, products, and services, and takes responsibility for fulfilling member financial service requests. These include but are not limited to – personal and business account opening, access services, maintenance, loan applications and funding, and IRA transactions. Maintains increased signing authority on negotiable instruments and adheres to all branch processes, procedures, policies, and compliance regulations.
• Opens complex accounts including all IRA, business, and fiduciary (trusts, estates, etc.) accounts. Initiates domestic and international wire transfers. Takes applications and closes home equity loans and lines of credit.
• Assists with branch opening and closing procedures, ensuring security protocols, system readiness, and operational preparedness are followed. Supports dual control procedures and ensures branch security standards are maintained. Able to oversee the branch in the absence of a manager.
• Balances and verifies vault cash under dual control. Assists with managing branch cash levels, performs individual settlement procedures, balances MSR cash drawers and daily transactions, and assists with branch balancing.
• Provides daily workflow coordination and operational guidance to MSRs to ensure service standards, compliance, and efficiency are maintained. Escalates operational or performance concerns to the Assistant Branch Manager or Branch Officer as appropriate
• Ability to deescalate challenging member situations by problem-solving and exercising sound judgment and decision-making skills while working toward appropriate member-focused solutions.
• Effectively and thoroughly communicates with members, co-workers, and vendors, demonstrating a high degree of knowledge, confidentiality, discretion and the capacity to maintain workload consisting of varying activities and priorities.
• Actively engages in the relationship-building process of educating and referring credit union products and services.
• Demonstrates a commitment to learning and thoroughly understanding all credit union deposit and loan products/services, including home equity products.
• Serves as a role model and assists with training and onboarding new MSR hires. Reinforces service expectations and operational standards through daily example.
• Remain vigilant and aware of surroundings, reports any unusual or suspicious behaviors, activity, or inconsistencies.
• Performs individual settlement procedures and balances MSR cash drawer, daily transactions and assists with branch balancing.
• Stands out amongst his/her peers as a consummate professional and leader, while creating an inclusive work environment and training all incoming new MSR hires
• Apply appropriate overrides within guidelines
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees