Member Services Officer III (Supervisor)

Job Type: Full-Time

Exemption Type: Non-Exempt

Wage Amount: $21.99 hourly minimum

As a Member Services Officer III (MSO III), your primary objective will be to provide Sales and Service coaching to branch team members, as well as perform Senior Teller and Personal Banker duties. You will think critically about sales and service implementation and utilize branch data to create strategic plans to improve performance. You will also be responsible for overseeing coaching development plans for individual team members as well as monitoring the progression of branch performance in the areas of sales and service.

Member Education

• Cross-sell appropriate products and services to current and prospective members.
• Consistently meet or exceed established sales/service goals and support branch growth.
• Participate in outside business development and community events.

Teller Functions

• Operate, maintain, and balance a cash drawer (as needed).
• Sell special service items such as money orders, official checks, and gift cards.
• Perform cash advances and process collection items.
• Provide members with access to safe deposit box (where applicable).
• Maintain working knowledge of all products and services.

Personal Banker Functions

• Assist members with opening/closing basic types of accounts, including new memberships, checking, share certificates, and other accounts as assigned.
• Update account information such as changing account ownership/signers, beneficiaries, and changes of address.
• Assist members with loan applications through video lending.
• Assist members (in person or by phone) with account and product inquiries, including questions about rates, products and services, requests for statements, etc.
• Perform stop payments and process wire transfers.
• Assist members with claims of fraudulent use of debit card.
• Issue, re-issue, and block debit cards.
• Be knowledgeable of and utilize credit union policies, Federal regulations and procedures.
• Open business/trust/estate accounts and other specialized accounts as needed.
• Perform opening and closing of new/existing safe deposit boxes (where applicable).
• Provide Notary Public services (as assigned).

Branch Support

• Perform opening/closing procedures for debit card instant issue machine.
• Scan and image branch checks and documents.
• Perform vault responsibilities, load/balance ATM/CDM/CRM, and servicing/daily balancing of coin machine.
• Perform all duties/responsibilities of a Member Services Officers I and II as well as serve as a products and services expert.
• Assist with day-to-day operations, direction, and guidance by monitoring MSO I and II workflow.
• Resolve problems or complex situations for (team) members.
• Assist with implementation/training of policies/procedures.
• Provide input to Branch Manager and Assistant Branch Manager on employee performance.
• Monitor/resolve employee performance issues including one-on-one conversations.
• Write/present employee performance feedback and documentation.
• Prepare monthly branch reports.
• Update timekeeping/payroll as assigned.
• Evaluate and report any maintenance issues.
• Assist with branch strategic planning.
• Perform monthly teller work audits/cash drawer audits.
• Assist with researching and resolving teller out-of-balance occurrences.
• Assist with annual Safe Deposit Box Audit and Bait Money Audit (as needed).
• Ensure compliance of branch security and safety needs.
• Assist with Branch Audits ex: Cash Recycling Machine (CRM)/ATM (as assigned).
• Perform vault responsibilities to include:
• Buy/sell cash to/from team members
• Load/balance ATM/CRM
• Prepare outgoing coin/cash shipments
• Verify incoming cash shipments (as assigned)
• Order cash for branch when necessary.
• Evaluate and report any maintenance or equipment needs of branch to Assistant Branch Manager.

Miscellaneous

• Maintain member confidentiality.
• All other duties as assigned.

Supervisor Functions

• Perform supervisor overrides and check approvals.
• Assist with escalated member issues and create resolutions in a timely manner.
• Provide operational/transactional training to new/existing team members.
• Responsible for opening the branch, including the monitoring of branch opening safety procedures, updating branch reports, and ordering cash.
• Responsible for closing the branch, including balancing branch end-of-day totals, securing of assets/facilities, and monitoring overtime occurrences.
• Respond to after-hours inquiries from the credit union security provider.
• Provide supervisor/management with guidance on coaching needs of MSO team members.
• Create a positive branch culture emphasizing internal recognition of performance achievements.

Applicable to High School Branch Employees

• Participate in high school/community/education events and give presentations.
• Provide support to other branches during school/holiday closures.
• Create and implement branch schedule (as assigned).

Coaching/Strategic Initiatives

• Develop/implement sales and service initiatives to achieve branch goals.
• Facilitate daily Morning Huddles.
• Prepare/facilitate monthly Sales and Service Meetings.
• Coordinate monthly Sales and Service Challenges to increase performance.
• Oversee detailed coaching plan for branch and team development.
• Engage in transactional coaching for team members.
• Maintain positive branch culture emphasizing internal recognition of performance achievements.

*For information about our benefits, please click the following link: https://aplusfcu.org/about-us/career-opportunities/benefits

Job Requirements

Education and Experience

• High school diploma or G.E.D. equivalent.
• Minimum of two years’ financial institution experience.
• Strong knowledge of credit union policies and procedures (preferred).
• Microsoft Office Suite product knowledge preferred.
• Basic knowledge of math/computer skills.

Requirements

• Must be able to stand for long periods of time.
• Part-time team members must have the ability/stamina to work at least 28 hours per week.
• Full-time team members must have the ability/stamina to work at least 40 hours per week.
• Must be able to reach, lift, bend, and carry.
• Must be able to engage in problem-solving skills to help identify and resolve member issues.
• Must be able to communicate extensively through in-person, e-mail, written, and telephone communications.
• Must possess strong business writing skills.
• Must be able to engage in public speaking and/or facilitate meetings.

Decision-Making Capabilities

• Must be able to independently determine funds availability of checks deposited/checks cashed.
• Must be able to approve/deny policy exception requests for members.
• Supervisory approval required for legal questions and situations outside A FCU policies and procedures.