Member Experience Supervisor (MES)

FIRSTLIGHT FEDERAL CREDIT UNION•El Paso, TX

52d•Onsite

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 within one (1) year of hire date)
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 highly preferred

Responsibilities

Managing the daily center/department activities
Ensuring superior member service is provided by staff onsite, virtually or by phone
Monitoring service quality and coaching staff
Achieving exceptional member service and member growth goals
Managing and scheduling staff to ensure adequate center coverage
Ensuring staff are fully trained in all products and services
Offering products and services based on individual member needs
Training staff on all regulatory compliance, credit union policies and procedures
Handling and resolving member complaints and questions
Managing and directing center staff during peak volume times
Assisting members directly as needed
Providing Member Financial Education
Ensuring accurate and timely completion of all security protocols
Maintaining the accuracy of security logs
Overseeing end-of-day balancing
Monitoring operational errors to identify trends and opportunities for improvement
Coaching staff on operational procedures and error reduction
Tracking and reporting losses
Documenting corrective actions
Coordinating training efforts related to operational and service issues
Maintaining records of incidents
Ensuring appropriate follow-up
Supporting staff development to prevent recurrence
Supporting the Member Experience Manager (MEM) with additional operational responsibilities as needed