Supervisor, Member Services

Self-Help • Chicago, IL

8d

About The Position

The Member Services Supervisor (MSS) supervises and coordinates activities of all branch MSR and branch operation (if applicable) staff and reports to the Branch Manager, Assistant Branch Manager, or other designee. The MSS oversees, coaches and trains all MSRs (Member Service Representative) in promoting products and services, member transactions, balancing daily settlements, and meeting member needs. The MSS is responsible for accurate and efficient processing of member transactions, promoting products and services, making modifications to accounts, adding account services, opening new accounts, and performing those functions according to the policies & guidelines of the credit union in a friendly, helpful manner. BRANCH OPERATIONS/STAFF SUPPORT Ensure workstations are organized and equipped for the start of the business day. Assist in ensuring the operations line is properly staffed and effectively operational. Provide guidance to MSRs, as appropriate, with more difficult transactions. Evaluate documents prepared by all MSRs to ensure compliance with credit union policies and procedures. Assist all MSRs in balancing daily transactions. Control cash and all negotiable items. Ensure cash and other negotiable items are secured according to policy throughout course of day. Ensure branch is supplied with appropriate cash adhering to branch limits. Maintain minimum amount of cash in teller drawers to ensure compliance with security/safety measures. Process currency shipments under dual control. May remove, count, and record cash from ATM and/or supervise others completing this task. Conduct surprise cash drawer audits. Ensure all General Ledgers are in balance. Perform research to resolve problems. Be responsible for on-the-job training of new MSRs, providing general performance input to the management of the branch. Provide feedback to management on the production and goals of other MSRs. Coach and track all MSRs on promoting products and service skills. Make safety-related decisions, especially in emergencies, when members or staff may be in harm’s way. Conduct staff meetings, including training and/or providing regulatory or processes updates. Models great customer service for staff. Complete self-assessments or ensure they are completed thoroughly and accurately and on time. Participate and/or lead performance and accountability sessions with MSR staff under the guidance and direction of the Branch Manager or Assistant Branch Manager. Ensure daily processes are being followed; open and close branch as needed Participates in hiring and selection process in conjunction with Branch Manager or Assistant Branch Manager. Develop work schedules for staff to ensure appropriate level of coverage. MEMBER SERVICING/OTHER Resolve member account-related problems and ensure positive public relations. Explain services to potential personal and business account members to generate additional business for the credit union. Adhere to general regulatory procedures including requirements of the Bank Secrecy Act and Anti Money Laundering rules. Actively support business development activities including attending in person, or staffing properly so that staff may attend. Perform other duties and projects as assigned.

Requirements

• High School graduate or equivalent.
• 2 years’ Member Services Representative or equivalent experience required including cash-handling and customer service experience.
• Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
• Excellent customer service skills.
• Demonstrated ability to communicate effectively – both verbally and in writing.
• Ability to work flexible work hours including evenings and weekends.
• May be required to travel to cover other Branches.
• Working knowledge of computer software systems – New Solutions and Microsoft Office (Excel, Word, and Outlook) and ability to be trained and efficiently operate credit union systems and proprietary software.
• May be required to travel to cover other Branches.
• Keen attention to detail, ability to effectively organize and prioritize work.
• Analytical and problem-solving skills.
• Ability to use keyboard and data entry skills.
• Strong interpersonal/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 Financial Sustainability for Mission Impact

Nice To Haves

• Experience in developing and/or supervising MSR staff.
• Preference for working in organizations that place priority on teamwork and collaboration

Responsibilities

• Supervises and coordinates activities of all branch MSR and branch operation (if applicable) staff
• Oversees, coaches and trains all MSRs (Member Service Representative) in promoting products and services, member transactions, balancing daily settlements, and meeting member needs.
• Responsible for accurate and efficient processing of member transactions, promoting products and services, making modifications to accounts, adding account services, opening new accounts, and performing those functions according to the policies & guidelines of the credit union in a friendly, helpful manner.
• Ensure workstations are organized and equipped for the start of the business day.
• Assist in ensuring the operations line is properly staffed and effectively operational.
• Provide guidance to MSRs, as appropriate, with more difficult transactions.
• Evaluate documents prepared by all MSRs to ensure compliance with credit union policies and procedures.
• Assist all MSRs in balancing daily transactions.
• Control cash and all negotiable items.
• Ensure cash and other negotiable items are secured according to policy throughout course of day.
• Ensure branch is supplied with appropriate cash adhering to branch limits.
• Maintain minimum amount of cash in teller drawers to ensure compliance with security/safety measures.
• Process currency shipments under dual control.
• May remove, count, and record cash from ATM and/or supervise others completing this task.
• Conduct surprise cash drawer audits.
• Ensure all General Ledgers are in balance.
• Perform research to resolve problems.
• Be responsible for on-the-job training of new MSRs, providing general performance input to the management of the branch.
• Provide feedback to management on the production and goals of other MSRs.
• Coach and track all MSRs on promoting products and service skills.
• Make safety-related decisions, especially in emergencies, when members or staff may be in harm’s way.
• Conduct staff meetings, including training and/or providing regulatory or processes updates.
• Models great customer service for staff.
• Complete self-assessments or ensure they are completed thoroughly and accurately and on time.
• Participate and/or lead performance and accountability sessions with MSR staff under the guidance and direction of the Branch Manager or Assistant Branch Manager.
• Ensure daily processes are being followed; open and close branch as needed
• Participates in hiring and selection process in conjunction with Branch Manager or Assistant Branch Manager.
• Develop work schedules for staff to ensure appropriate level of coverage.
• Resolve member account-related problems and ensure positive public relations.
• Explain services to potential personal and business account members to generate additional business for the credit union.
• Adhere to general regulatory procedures including requirements of the Bank Secrecy Act and Anti Money Laundering rules.
• Actively support business development activities including attending in person, or staffing properly so that staff may attend.
• Perform other duties and projects as assigned.

What This Job Offers

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