MSA Supervisor Hawthorne (INTERNAL ONLY)

Financial Horizons Credit Union-•Hawthorne, NV

21h•Onsite

About The Position

A person in this position is responsible for the effective operation of all member service functions. This role oversees the general training and supervision of Member Service Associates (MSAs) and the provision of a full range of services, including phone and mail, to members and prospective members. The MSA Supervisor performs MSA functions as appropriate, actively cross-sells credit union services, and ensures compliance with all state and federal regulations, as well as company policies and procedures.

Requirements

Minimum high school diploma or equivalent required.
Thorough knowledge of Teller and Member Service Associates operations and procedures.
Sufficient understanding of products and services.
Understanding of the Credit Union philosophy.
Knowledge of basic accounting principles.
Must complete all regulatory compliance training annually.
Must possess the skills to effectively operate applicable computer software such as Microsoft Office Suite and data processing systems.
Two (2) years of experience working as a member service associate or teller at a full-service financial institution preferred.
Must be able to communicate effectively and professionally utilizing all forms of business communications.
Must maintain a clean and professional appearance.
Must understand basic operation of computer and other office equipment.
Must possess supervisory and training capabilities.
Demonstrates appropriate math skills.
Must possess the ability to communicate in English.
Must be able to read and comprehend business communications.
Must possess the ability to communicate effectively utilizing all standard forms of business communication.
Able to hear average or normal conversations and receive ordinary information.
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate standard office equipment.
Must be able to sit or stand for long periods of time.
Must be able to lift at least ten (10) pounds individually, or twenty (20) pounds using a team lift.
Must be able to exercise independent judgment while carrying out basic instruction.
Must be able to effectively resolve minor to moderate member and employee related issues with appropriate supervisory authority.
Must be able to exercise independent judgment within appropriate level of authority.
Ability to perform basic math skills and use decimals to compute ratios.
Employees are expected to communicate effectively and professionally with members and staff.
English will be used when communicating with members, co-workers and other business affiliates who speak only English.
All task directions and work directives will be provided in English.
Employees engaged in team-related work efforts or project teams will be expected to communicate in English.

Nice To Haves

Prior supervisory experience helpful.

Responsibilities

Supervising member service associates and ensuring effective performance of member service operations.
Ensuring all member service associate functions are performed correctly according to policies, standards, and federal regulations, and that security procedures are followed.
Assigning rotation of duties, reviewing leave requests, and scheduling absences.
Cross-training employees on various daily duties to ensure effective line operations.
Answering employee questions, providing solutions, and assisting with complex transactions and escalated member situations.
Investigating MSA out-of-balance conditions and instituting corrective procedures, ensuring all monies are secured.
Recording and reporting Teller outages.
Performing collection processes as needed during member transactions, including reading notes, warnings, and contacting managers.
Ensuring adequate cash management for effective branch operations.
Ensuring ATM, cash recycler, and debit card machines are filled and functional.
Maintaining members' account information, including email addresses, identification, signatures, occupation, and contact numbers.
Presenting and explaining credit union services and products to members, assisting in meeting their financial needs, and appropriately closing accounts.
Ordering checks, completing payroll deduction and authorization forms.
Answering member questions and solving problems by listening, collecting data, securing answers, and reporting results.
Resolving member bookkeeping and checking account problems and processing stop payment orders.
Directing members in person and via telephone, responding to inquiries, and recording and relaying messages.
Performing file maintenance and account changes, ensuring all appropriate documentation is collected, scanned, and filed correctly.
Keeping members informed of credit union services and policies.
Actively cross-selling credit union products and services.
Taking responsibility for errors found and correcting deficiencies promptly.
Maintaining and projecting the credit union's professional and ethical reputation and maintaining the privacy of member account information.
Keeping direct supervisor informed of area activities and reporting suspicious or concerning activity.
Overseeing and leading MSA meetings and training.
Providing leadership through objective setting, delegation, and communication.
Ensuring personnel are well-trained, effective, and meeting or exceeding expectations, providing instruction on policy, procedure, and offerings.
Assisting and mentoring new MSA employees.
Tracking individual employee progress, conducting performance appraisals, and providing support for employee improvement.
Addressing employee discipline issues as appropriate.
Assisting and supporting personnel as needed.
Coordinating MSA duties and responsibilities with related functions.
Keeping the direct manager informed of area activities and significant problems, and providing suggestions for improved service.
Completing required reports and related documents promptly and accurately.
Attending meetings and training as required.
Ensuring the work area is clean, secure, and well maintained.
Performing other duties as assigned.
Assisting other departments as needed or required.