Member Services Supervisor

Self-Help • Lamont, CA

4d • $26 - $29 • Onsite

About The Position

Self-Help is seeking a Member Services Supervisor to join its Lamont, California team. The role supports branch operations and member service by coordinating daily workstation readiness and staffing, guiding Member Service Representatives (MSRs), overseeing cash and negotiable items, and ensuring transactions and general ledgers are accurate and compliant. The supervisor trains, coaches, and provides performance feedback to MSRs; supports hiring, staff scheduling, meetings, and performance sessions; and helps maintain branch safety and regulatory compliance. The position also resolves member account issues, explains services to prospective members, and supports business development activities. The role may require travel to cover other branches and flexible hours, including evenings and weekends.

Requirements

• High school graduate or equivalent.
• At least 2 years of MSR II or equivalent experience, including cash handling and customer service.
• Experience developing and/or supervising MSR staff.
• Excellent customer service skills.
• Effective verbal and written communication skills.
• Ability to work flexible hours, including evenings and weekends.
• Working knowledge of computer software systems, including New Solutions and Microsoft Office (Excel, Word, and Outlook), and ability to learn and efficiently operate credit union systems and proprietary software.
• May be required to travel to cover other branches.
• Strong attention to detail and ability to organize and prioritize work effectively.
• Analytical and problem-solving skills.
• Keyboarding and data-entry skills.
• Strong interpersonal and people-management skills.
• English/Spanish language ability may be required.
• Ability to demonstrate Self-Help's Core Values: Mission Before Self; Service With Excellence; Embracing & Promoting Change; Results Not Credit; Diversity as a Strength; and Financial Sustainability for Mission Impact.
• Strong commitment to Self-Help's mission of creating economic opportunity for traditionally underserved communities.

Nice To Haves

• Preference for experience working in organizations that prioritize teamwork and collaboration.

Responsibilities

• Ensure workstations are organized and equipped at the start of the business day.
• Help ensure the operations line is appropriately staffed and operating effectively.
• Guide MSRs with more difficult transactions.
• Review documents prepared by MSRs for compliance with credit union policies and procedures.
• Assist MSRs with balancing daily transactions.
• Control and secure cash and negotiable items according to policy.
• Ensure the branch has appropriate cash within branch limits and maintain minimum cash in teller drawers for safety and security.
• Process currency shipments under dual control.
• Remove, count, and record ATM cash, or supervise others performing this work, as needed.
• Conduct surprise cash drawer audits.
• Ensure general ledgers are balanced and research and resolve discrepancies.
• Train new MSRs on the job and provide general performance input to branch management.
• Provide management with feedback on MSR production and goals.
• Coach and track MSRs in product promotion and service skills.
• Make safety-related decisions, particularly during emergencies that may put members or staff at risk.
• Conduct staff meetings, including training and updates on regulatory or process changes, and model excellent customer service.
• Complete self-assessments, or ensure they are completed thoroughly, accurately, and on time.
• Participate in or lead MSR performance and accountability sessions under the guidance of the Branch Manager or Assistant Branch Manager.
• Ensure daily processes are followed and open or close the branch as needed.
• Participate in hiring and selection with the Branch Manager or Assistant Branch Manager.
• Develop staff work schedules to maintain appropriate coverage.
• Resolve member account-related problems and maintain positive public relations.
• Explain services to prospective personal and business account members to generate business for the credit union.
• Follow applicable regulatory procedures, including Bank Secrecy Act and Anti-Money Laundering requirements.
• Support business development activities, including attending in person or arranging staff coverage so others can attend.
• Perform other duties and projects as assigned.

What This Job Offers

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