Member Experience Supervisor (MES)

FIRSTLIGHT FEDERAL CREDIT UNION•El Paso, TX

34d•Onsite

About The Position

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 within one year of hire).
Three (3) years of financial institution experience.
One (1) year of supervisory experience or LITE Program graduate.

Nice To Haves

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

Responsibilities

Manage daily center/department activities.
Ensure superior member service is provided by staff onsite, virtually, or by phone.
Monitor service quality and coach staff through observations.
Achieve exceptional member service and member growth goals.
Manage and schedule staff for adequate center coverage.
Ensure staff are fully trained in all products and services.
Offer products and services based on individual member needs.
Train staff on regulatory compliance, credit union policies, and procedures.
Handle and resolve member complaints and questions.
Manage and direct center staff during peak volume times.
Assist members directly as needed.
Provide Member Financial Education.
Ensure accurate and timely completion of all security protocols.
Ensure staff are trained on physical and digital security procedures.
Maintain accuracy of security logs.
Oversee end-of-day balancing.
Monitor operational errors to identify trends and opportunities for improvement.
Coach staff on operational procedures and error reduction.
Foster a culture of accountability and continuous improvement.
Track and report losses.
Document corrective actions.
Coordinate training efforts related to operational and service issues.
Maintain records of incidents and ensure appropriate follow-up.
Support staff development to prevent recurrence.
Support the Member Experience Manager (MEM) with additional operational responsibilities as needed.