Member Services Supervisor

Self-Help•Lamont, CA

About The Position

Self-Help is seeking a Member Service Supervisor to join its Lamont, California team. Self-Help is committed to economic justice and creating and protecting ownership and economic opportunity, particularly in communities that have faced systemic barriers to building wealth. The Member Service Supervisor helps ensure effective branch operations, oversees and supports Member Service Representatives (MSRs), and promotes excellent service to members. The role includes supervising and training staff, maintaining cash and negotiable-item controls, ensuring compliance with credit union policies and regulatory requirements, supporting business development, and helping create a safe and well-organized branch.

Requirements

High school graduate or equivalent.
Two years of MSR II or equivalent experience, including cash-handling and customer service experience.
Experience developing and/or supervising MSR staff.
Excellent customer service skills.
Ability to communicate effectively verbally and in writing.
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.
Ability to travel to cover other branches if required.
Keen attention to detail and ability to organize and prioritize work effectively.
Analytical and problem-solving skills.
Keyboard and data-entry skills.
Strong interpersonal and people-management skills.
English/Spanish 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.

Nice To Haves

Preference for working in organizations that prioritize teamwork and collaboration.
Strong commitment to Self-Help's mission of creating economic opportunity for traditionally underserved communities.

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 through difficult transactions.
Review documents prepared by MSRs for compliance with credit union policies and procedures.
Assist MSRs with balancing daily transactions.
Control cash and negotiable items, ensuring they are secured according to policy.
Ensure the branch has appropriate cash supplies within branch limits and maintain minimum cash in teller drawers for security and safety.
Process currency shipments under dual control.
Remove, count, and record ATM cash, or supervise others performing these tasks.
Conduct surprise cash drawer audits and ensure General Ledgers are balanced.
Research and resolve problems.
Train new MSRs on the job and provide performance input to branch management.
Provide management with feedback on MSR production and goals.
Coach and track MSRs on product promotion and service skills.
Make safety-related decisions, particularly in emergencies when members or staff may be at risk.
Conduct staff meetings, including training and updates on regulations and processes.
Model excellent customer service for staff.
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 and close the branch as needed.
Participate in hiring and selection with the Branch Manager or Assistant Branch Manager.
Develop staff work schedules to ensure appropriate coverage.
Resolve member account-related problems and support positive public relations.
Explain services to prospective personal and business account members to generate business for the credit union.
Follow regulatory procedures, including Bank Secrecy Act and Anti-Money Laundering requirements.
Support business development activities, including attending events or ensuring appropriate staffing for staff attendance.
Perform other duties and projects as assigned.