Member Service Representative Supervisor

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.

• Required Experience:
  
  

OMinimum 1 Years Of Banking Experience Required

oMinimum 1 year of supervisory or management experience preferred

• Skills:
  
  

oStrong leadership and supe