Floating Member Service Supervisor (Orange County)

San Diego County Credit Union•San Diego, CA

2d•$34 - $39

About The Position

The Member Service Supervisor provides supervisory, operational, and leadership support to a full-service credit union branch office while maintaining the organization’s quality service standards. This role oversees branch staffing and daily operations, supports members directly when needed, and helps ensure cash control, audit, and AML/BSA compliance. The supervisor also hires, trains, coaches, and evaluates Member Service Representatives (MSRs), supports their performance and development, and promotes teamwork and a positive work environment. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with rotating Saturdays from 8:00 a.m. to 5:00 p.m.; Sunday is off. The position is full-time at 40 hours per week.

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 planning, organizing, leading, and overseeing people and activities.
Professional and effective verbal and written communication skills.
Organizational skills sufficient to manage multiple projects, establish priorities, and meet deadlines.
Track record of applying critical thinking and emotional intelligence in a wide variety of situations.

Responsibilities

Schedule MSRs and ensure the area is properly staffed at all times while promoting quality member service.
Assist members as needed by serving as a Financial Services Representative (FSR) or MSR, setting up an assigned cash drawer for lunch and peak-period coverage, and handling member complaints and concerns.
Participate in hiring, training, coaching, supervision, and performance evaluations of MSRs as directed by management.
Assist with planning and conducting branch huddles and meetings; serve as a role model, help improve staff performance, and promote morale and teamwork.
Maintain branch cash control under established policies and procedures; schedule and perform 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 above MSR limits and authorize check exceptions; provide overrides using sound judgment and risk mitigation to meet members’ needs.
Implement policy and procedure changes and ensure MSR compliance.
Coach and develop MSRs to participate in campaigns, contests, management one-on-ones, and meetings; support continuing education in 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 other audits as requested by management.
Distribute and assign MSR back-office duties and oversee their completion.
Participate in assigned AML/BSA compliance training and follow credit union AML/BSA policies and procedures, including CTR rules and form preparation, referral of suspicious activity to Compliance, OFAC comparisons, and proper identification of individuals under Branch Operations procedures.
Provide managerial oversight of assigned staff, areas of responsibility, and team deliverables.
Demonstrate daily leadership, act as a role model for success and engagement, and create a positive work environment that supports trust and transparency.
Manage staff performance through daily feedback, coaching, mentoring, timely and meaningful appraisals, constructive responses to deficiencies, and ongoing support for team growth and development.
Consult HR on issues outside the normal scope of performance or behavior; immediately report safety or legal issues and surface undesirable patterns; 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 and perform other duties as assigned.