Summary:

Responsible for the supervision of the Member Services area. Guide and advise Member Service Representatives (MSRs) in the efficient and accurate handling of member needs. Solve member problems, resolve teller issues, and help with complex work-related matters. Perform all MSR functions as needed. Ensure a high level of accuracy in all MSR transactions.

Responsibilities and Duties:

• Assist Manager/Supervisor or be responsible for the MSR operations area by scheduling hours, assigning work, answering questions, solving problems, helping with complex transactions and sensitive member relations problems, and explaining policies and procedures to MSRs and members.
• Ensure that staff is trained and cross-trained in all phases of their particular jobs and in all credit union products and services to ensure the highest quality of service to members.
• Maintain a highly motivated, well-trained staff.
• Establish and maintain effective employee relations. Resolve employee relation issues.
• Evaluate job performance of subordinates to ensure quality of work and service to members.
• Develop, apply, and evaluate policies and procedures for the department. Ensure that staff comply with policies and procedures and understand changes in requirements. Maintain a thorough knowledge of policies and procedures and trends in the credit union industry, with particular attention to the Bank Secrecy Act, Patriot Act, and with cash controls and robbery procedures.
• Hold periodic staff meetings to discuss areas needing improvement, changes in procedures, new developments or services, and to present general information. Encourage the exchange of ideas.
• Manage and recommend the purchase of equipment and supplies.
• Approve withdrawal of funds for members with less than the required identification.
• Assist MSRs as required with member questions or any transactional question that needs clarification.
• Maintain an adequate supply of traveler’s checks, money orders, and cashier’s checks.
• Maintain knowledge of all State and Federal regulations that are applicable to the transactions performed in the cashier/teller area.
• Serve as vault teller for the credit union, to include ordering cash, verifying cash received, filling MSR cash orders, maintaining vault security, and balancing vault cash nightly.
• Approve member exceptions and authorize service fee refunds to members when necessary.
• Oversee proper availability of daily cash, money orders, and traveler’s checks for the credit union.
• Investigate MSR losses and institute corrective flow of work and/or corrective disciplinary action.
• Oversee work schedules for full-time and part-time employees in the Member Services area to ensure proper service to the membership.
• Fulfill the responsibilities of the Branch Manager in his/her absence.
• Assist in any area as directed by the Operations Supervisor/Branch Manager.

Knowledge, Skills and Abilities:

• Knowledgeable of all MSR duties and responsibilities.
• Able to conduct loan interviews, enter appropriate information into the system, book loans and audit loan files.
• Possesses a detailed, working knowledge of all credit union policies and federal regulations.
• Possess basic knowledge of Hawaii Employment Laws.
• Demonstrates good analytical skills and works independently.
• Demonstrates strong time management skills and is able to manage multiple assignments and priorities.
• Possesses strong issue-resolution and leadership skills.
• Exhibits competent decision making and problem solving skills.
• Good oral and written communication skills.
• Demonstrates a passion for people and a commitment to service.
• Exhibits a positive and energetic attitude.
• Demonstrates an ability to be a team-player, self-motivated and flexible with working hours.
• Demonstrates an ability and desire to thrive in a challenging fast paced work environment.
• Possesses the ability to handle confidential information concerning members as well as staff.
• Maintains a professional appearance and behavior.

Education and Experience:

• Minimum two years financial experience.
• Minimum four (4) years’ work experience with the credit union and or financial institution. (Preferred)
• Minimum one (1) year leadership experience (Preferred).

Physical Demands:

• Able to work in an air conditioned environment with tile and carpeted surfaces.
• Frequent standing and walking
• Lifting up to 25-30 pounds; push and/or pull up to 50 pounds

Job Type: Full-time

Pay: From $19.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Financial: 2 years (Preferred)
• Credit Union or banking: 4 years (Preferred)
• Leadership: 1 year (Preferred)

Ability to Relocate:

• Hilo, HI 96720: Relocate before starting work (Required)

Work Location: In person