This job was posted by https://www.vermontjoblink.com : For more
information, please see: https://www.vermontjoblink.com/jobs/1395052
Were looking for a talented and people-focused leader to supervise our
Member Service Representative (MSR) team. In this role, youll coach
staff, streamline daily operations, and ensure every member interaction
is efficient, accurate, and genuinely welcoming. If you thrive in a
fast-paced environment and enjoy developing others while delivering
exceptional service, this is your opportunity to shine.
What You\'ll Be Doing:
- **Lead & develop your team:**Coach, mentor, and support MSRs to
deliver high-quality service while managing schedules and
performance.
- **Drive operational excellence:**Oversee transactions, cash
balancing, and vault operations while ensuring compliance with
policies and regulations.
- **Enhance the member experience:**Resolve escalated issues, identify
financial needs, and encourage product recommendations and
cross-selling.
Who We\'re Looking For:
- **A servant leader:**Someone who leads by example, supports their
teams growth, and prioritizes both employee and member success.
- **Service-driven & detail-oriented:**Excellent communication skills
with a passion for accuracy, efficiency, and member satisfaction.
- **Experienced & adaptable:**Banking experience required (Symitar a
plus) with the ability to multitask, problem-solve, and perform
under pressure.
Why Join Us
- Heritage Family Credit Union is a dynamic and member-centric
organization committed to making a positive impact on the lives of
our members. We believe in delivering not just financial services
but fostering meaningful relationships that enhance the overall
well-being of our members and communities. With a focus on
education, integrity, and community, we strive to be the preferred
financial partner for our community.
- Benefits Include:
- - Paid time off in addition to paid federal holidays
- Medical, dental, and vision benefits to employees who regularly
work 24+ hours a week
- 401k match
- Ongoing training opportunities
- 8 hours of volunteer time with an organization important to you
- Reimbursement each month for Gym membership (up to \$25), hobby
reimbursement (up to \$25) and fresh local foods (up to \$25 on
a seasonal basis)
- Salary Range: \$42,949.16 - \$53,686.45 annualized, may be eligible
for quarterly retail incentive**
Summary
The Member Service Representative Supervisor acts as a leader and coach
to Member Service Representative (MSR) staff. Oversee daily operations
of the MSR line and ensure MSRs are providing efficient, accurate, and
friendly service to members while following established policies and
guidelines. Assist the AVP Branch Manager in carrying out the goals of
the credit union and operational functions. Maintain a high level of
efficiency and accuracy in account transactions, maintenance, and
opening.
Essential Functions
- Supervise, coach, and mentor MSR staff to ensure high-quality and
accurate member service. Schedule and monitor MSR line to optimize
workflow and minimize wait times.
- Conduct performance evaluations and provide feedback to MSRs. Handle
staff conflicts and disciplinary actions when necessary.
- Actively engage with members to understand their financial needs and
recommend suitable products and services. Train and motivate staff
to identify cross-selling opportunities and make referrals to other
departments.
- Ensure MSRs provide accurate information and exceptional service to
members. Encourage and guide MSR staff in identifying member needs
and cross-selling appropriate products and services. Resolve
escalated member issues and complaints in a professional manner.
- P rform and oversee daily cash balancing and reconciliation. Oversee
vault operations, including cash ordering, shipping, and control.
Ensure compliance with Credit Union policies, procedures, and
regulatory requirements. Monitor and maintain MSR supplies and
equipment.
- Train new MSRs on Credit Union policies, procedures, and member
service standards. Conduct ongoing training for MSRs to enhance
skills and knowledge. Keep MSR staff informed of changes in Credit
Union policies and procedures.
- Identify and mitigate operational risks. Ensure adherence to
security procedures to protect the Credit Unions assets and member
information. Report any suspicious activities or potential fraud to
the appropriate authorities.
- Must maintain predictable and reliable attendance.
- All other duties as assigned.
Qualifications
- Education: High school diploma or equivalent required; bachelors
degree in business or related field preferred.
OMinimum 1 Years Of Banking Experience Required
oMinimum 1 year of supervisory or management experience preferred
oStrong leadership and supe
