Member Service Supervisor (Yorba Linda)
About The Position
The Member Service Supervisor provides supervisory, operational, and leadership support to a full-service credit union branch and maintains the organization’s quality service standards. The role oversees branch staff and operational activities, supports member service, manages cash controls and compliance, and contributes to staff performance and development. The position is full-time, 40 hours per week, with a schedule of Monday through Friday, 8:30 a.m. to 5:30 p.m.; Saturday and Sunday are off. The work environment is usually moderately noisy. The employee regularly talks, hears, reaches, and handles objects, tools, or controls; occasionally walks, stoops, kneels, crouches, crawls, and lifts or moves up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requirements
- Two years of college experience, or three years of relevant experience with a high school diploma.
- Strong cash-handling background and two years of previous teller experience.
- Strong human relations and organizational skills.
- Supervisory ability and demonstrated knowledge of financial services industry policies and procedures.
- Demonstrated success in planning, organizing, leading, and overseeing people and activities.
- Professional and effective verbal and written communication and interaction skills.
- Organizational skills to manage multiple projects, establish priorities, and meet deadlines.
- Track record of applying critical-thinking and emotional-intelligence skills in a wide variety of situations.
Responsibilities
- Schedule Member Service Representatives (MSRs) and ensure appropriate staffing while promoting quality member service.
- Assist members as needed in an FSR or MSR capacity, cover cash drawers during lunches and peak periods, and address member complaints and concerns.
- Participate, as directed, in hiring, training, coaching, supervising, and evaluating MSRs; support branch huddles and meetings and promote staff performance, morale, and teamwork.
- Maintain branch cash control according to established policies and procedures; schedule and conduct surprise cash counts and monthly vault audits.
- Assist with balancing MSR cash drawers, locating outages, administering the MSR over/short policy, and monitoring and correcting deposit errors.
- Monitor and ensure compliance with Large Currency Transaction Reporting (CTR) and Bank Secrecy Act (BSA) requirements.
- Approve checks exceeding MSR limits, authorize check exceptions, and provide overrides using sound judgment to mitigate risk and meet members’ needs.
- Implement policy and procedure changes and ensure MSR compliance.
- Coach and develop MSRs in campaigns, contests, meetings, one-on-ones, product knowledge, and job techniques to help meet or exceed performance goals.
- Delegate and monitor audits, including negotiable items, daily work, and membership applications, and assist with additional audits as requested.
- Assign and distribute MSR back-office duties and oversee their completion.
- Participate in assigned AML/BSA compliance training and follow applicable policies and procedures, including CTR rules and form preparation, referral of suspicious activity, OFAC comparisons, and proper identification of individuals.
- Provide managerial oversight of assigned staff, areas of responsibility, and team deliverables.
- Model leadership and engagement, foster trust and transparency, and create a positive work environment.
- Manage staff performance through daily feedback, coaching, mentoring, timely appraisals, constructive correction of deficiencies, and ongoing support for employee development.
- Consult with Human Resources on issues outside the normal scope of performance or behavior, immediately report safety or legal issues, partner with HR on employment decisions, and refer requests to change employment terms or schedules to HR.
- Monitor approved schedules, review and approve staff timesheets, ensure expenses are reported according to company policy, and provide meal and rest breaks while maintaining operational coverage.
- May serve on ad hoc committees.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
