Member Experience Supervisor (MES)

FIRSTLIGHT FEDERAL CREDIT UNION • El Paso, TX

6d

About The Position

Part of the Retail Floater team and provides coverage to various branches throughout the city. Responsible for managing the daily center/department activities and ensuring superior member service is provided by staff onsite, virtually or by phone. Monitors service quality and coaches’ staff by conducting (live and/or recorded) observations to achieve exceptional member service and member growth goals. Manages and schedules staff to ensure adequate center coverage. Ensure staff are fully trained in all products and services. Ability to offer products and services based on individual member needs. Trains staff on all regulatory compliance, credit union policies and procedures. Handles and resolves member complaints and questions. Responsible for managing and directing center staff during peak volume times, may assist members directly as needed and provide Member Financial Education. In addition to member and employee education, the MES is accountable for the accurate and timely completion of all security protocols within their center/department. This includes ensuring that all staff are properly trained and understand procedures related to both physical and digital security. The MES maintains the accuracy of security logs, oversees end-of-day balancing, and monitors operational errors to identify trends and opportunities for improvement. They are responsible for coaching staff on operational procedures and error reduction, fostering a culture of accountability and continuous improvement. The MES also plays a key role in tracking and reporting losses, documenting corrective actions, and coordinating training efforts related to operational and service issues. This includes maintaining records of incidents, ensuring appropriate follow-up, and supporting staff development to prevent recurrence. The MES supports the Member Experience Manager (MEM) with additional operational responsibilities as needed, contributing to the overall success and efficiency of the center or department. Through a combination of leadership, education, and operational oversight, the MES ensures that both members and employees experience a high standard of service and support.

Requirements

• High School diploma or equivalent
• Certified Financial Counselor certification. External Hires: Must complete Certified Financial Counselor certification within one (1) year of hire date.
• Three (3) years of financial institution experience to include one (1) year of supervisory experience or LITE Program graduate.

Nice To Haves

• Experience in coaching, mentoring, or team leadership highly preferred.

Responsibilities

• Managing daily center/department activities
• Ensuring superior member service
• Monitoring service quality
• Coaching staff
• Managing and scheduling staff
• Ensuring staff are fully trained
• Offering products and services based on member needs
• Training staff on regulatory compliance, policies, and procedures
• Handling and resolving member complaints and questions
• Managing and directing staff during peak volume times
• Assisting members directly as needed
• Providing Member Financial Education
• Ensuring completion of security protocols
• Maintaining accuracy of security logs
• Overseeing end-of-day balancing
• Monitoring operational errors
• Coaching staff on operational procedures and error reduction
• Tracking and reporting losses
• Documenting corrective actions
• Coordinating training efforts
• Maintaining records of incidents
• Supporting staff development
• Supporting the Member Experience Manager (MEM)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED