Member Operations Lead

Job Description Statement

The Member Operations Lead is responsible for ensuring accurate and efficient teller transactions, ensuring policy and procedure adherence by the member service team, solving escalated member problems, and maintaining compliance with credit union policies and regulatory guidelines. This position must be fully knowledgeable and skilled in all areas related to effective operations of the teller line and is expected to provide training and support to other tellers.

Credit Union Branch Staff Standards

• Represents the Credit Union in a courteous and professional manner.
• Assumes responsibility for establishing and maintaining effective, professional business relationships with members. Ensures members are greeted and welcomed to the credit union in a friendly and professional manner.
• Complies with credit union operations and security procedures by participating in dual-control functions and by maintaining awareness of all credit union safety and security policies and procedures.
• Understands and complies with branch opening and closing procedures.
• Maintain thorough understanding of products and services and ensures that all members are informed as needed.
• Promote and cross-sell products and services based on member needs.
• Maintains privacy of member account information.
• Ensures that the Credit Union’s quality reputation is maintained and protected.
• Ensures work area is clean, secure, and well-maintained.
• Ensures that member requests and questions are promptly resolved.
• Understands the importance of working as a team with other departments to ensure delivery of high-quality service.
• Contribute to team effort by participating in credit union events, promotions, etc. and by projecting a positive attitude to members and staff always.
• Attends meetings and in-house training, as required.

Essential Duties and Responsibilities

• Performs teller job functions with a high level of efficiency, accuracy, and effectiveness.
• Lead the daily activities of the teller line, ensuring accuracy, efficiency, and compliance.
• Serve as the first point of contact for teller questions and operational challenges.
• Serves as the vault custodian and is responsible for all related tasks.
• Performs necessary audits in conjunction with the Branch Manager.
• Maintains assigned branch cash levels.
• Performs check repairs and reviews ATM deposits.
• Provide on-the-job training and mentorship to new and existing tellers. This includes training in promoting and cross-selling credit union products and services.
• Maintain comprehensive, up-to-date knowledge of all State and Federal regulations that are applicable to transactions performed in the member service area. Knowledgeable on all credit union policies and procedures within the member service area.
• Participate in evaluating policies and procedures for the front-line member service staff.
• Closely monitor compliance and procedure breakdowns/errors, ensuring timely and accurate corrections are made.
• Investigates teller losses and provides information needed for Branch Manager to address corrective actions.
• In cooperation with the Branch Manager, analyze the workflow on an on-going basis to determine staffing requirements. Oversee work schedules for full-time and part-time employees in the front-line member service area to ensure proper service to members.
• Promptly escalate performance or conduct concerns to the Branch Manager.
• Complies with all governing regulations, specifically the Bank Secrecy Act (BSA), OFAC and the Patriot Act requirements. Understands and complies with all state and federal regulations and laws.
• Performs any and all duties assigned by supervisor.

Supervisory Responsibilities

None.

Required Performance Skills/Abilities

• Strong time management skills with the ability to multitask and coordinate several responsibilities simultaneously.
• Proven ability to follow established policies and procedures.
• Required reports and records are completed accurately, and timely.
• Demonstrates a polished, professional appearance in accordance with company dress code standards.
• Technologically proficient; confident in using core systems and standard office software.
• Ability to collaborate with all levels and departments of the organization.
• Demonstrates exceptional attention to detail and commitment to operational accuracy.
• Clear, effective communicator in both verbal and written forms.
• Maintains a balancing record that meets established standards.
• Builds and maintains positive relationships with members and coworkers; handles questions and concerns professionally and promptly.
• Flexible, dependable, and able to adapt in a fast-paced environment.
• Capable of working independently with minimal supervision.
• Strong knowledge of financial products and services.
• Strong analytical and decision-making abilities; able to quickly assess situations, determine appropriate responses, and remain composed under pressure.
• Exhibits self-awareness, confidence, and excellent organizational habits.
• Demonstrates the highest standards of ethics, integrity, and professionalism.

Education and/or Experience

• High School graduate or equivalent.
• Extensive knowledge of member service operations, policies and procedures.
• Strong understanding of credit union operations.
• Previous customer service and cash handling experience required.
• Ability to lead by example and foster teamwork.

Certificates, Licenses, Registrations

None.