MSR Supervisor

RAIZ FEDERAL CREDIT UNION•El Paso, TX

23h•$24 - $36

About The Position

This position reports to the Branch Manager/Assistant Branch Manager. This role requires someone who is analytical, inquisitive, and enthusiastic about educating and mentoring branch team. The Branch Supervisor will assist with managing, directing, and motivating the branch team, to provide members a full range of Credit Union products and services. The goal is to increase productivity by implementing relevant employee training, establishing team development goals, and eliminating inefficiencies. You will be an empowering mentor who will be: A trusted expert A natural communicator A champion for our members and the community A guide through the moments that matter the most to our members

Requirements

Education – High School degree or equivalent
A minimum of three to five years credit union and/or banking experience.
Two years of sales experience such as insurance sales, financial advising, lending, and selling capacity of products and services.
Minimum of one (1) year of supervisory experience.
Completion of specialized Raiz certification such as FIcEP, CCUFC certification and/or equivalate experience in a similar role
Good understanding of products, services, and regulations.
Strong problem-solving and conflict resolution skills.
Understanding of job functions and operations of all levels of the Credit Union.
Thorough understanding of Credit Union operations required.

Responsibilities

Under minimal supervision, this position is responsible for the branch in the absence of the Branch Manager and must have the ability to use good judgement when assisting the branch team, members, and vendors.
Analyze problems/issues in a timely manner and resolve, complex situations and diffuse escalated interaction from branch team and members.
Responsible for quality of member service through teaching, motivating, and developing the branch team to offer personalized products to our members based on their financial needs.
Developing strong leaders by acclimation and success of new and tenured team members.
Responsible for handling member interaction and resolving escalated issues in a timely manner.
Engage with branch team to build relationships, identify needs, and utilize problem solving skills to educate our members.
Lead team to achieve and maintain product, service and business goals, including cross servicing of Raiz products and service
Knowledgeable expert who is educated on all services and acts as a resource to branch team in subject matter areas such as policies and procedures.
Will be a subject matter expert in troubleshooting digital services such as Online/Mobile banking and ATM assistance.
Acting as a trusted advisor to provide guidance to our members and building trust.
Demonstrate the ability to provide advice considering our members’ best interests.
Building members relationships
Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information.
A natural communicator who is able to help others understand complex or intimidating topics.
An expert in conflict resolution during challenging situations while maintaining a professional demeanor.
Will be a subject matter expert in troubleshooting for Online/Mobile banking issues and Personal Audio Teller.
Responsible to interact with members via audio and video.
The ability to work well with others in every situation and empathize with team members.
A natural communicator who builds a positive environment alongside Branch Manager/Assistant Branch Manager, to achieve uniformity and an inclusive culture.
Ensures team compliance with all policies, procedures, and regulatory requirements are met including requirements of the Bank Secrecy Act (BSA), anti-money laundering rules, and Customer Identification Program (CIP).