Member Service Operation Supervisor

Position Title:

Member Service Operation Supervisor

Reports To:

Director of Teller/Member Service Operations

Basic Function:

Oversees the development of Member Service Representatives. Monitors member service levels across the organization. Recommends process improvements. Identifies new product and service opportunities based on member needs. Resolves and follows up on member complaints and inquiries. Direct Supervisor for Summerhill Branch Member Service Representatives and Front Desk Receptionist.

Responsibilities:

• Supervises and supports the member service team, providing guidance and training. Interviews and makes hiring decisions for new employees, completes coaching reviews, monitors, and approves employee timecards, and takes disciplinary action.
• Maintains a full understanding of member service processes, procedures, compliance, policies, products, and services. Reviews and updates operating procedures.
• Conducts regular member service workshops, to keep MSRs updated, to address issues and errors and to promote member service standards.
• Handles escalated member inquiries and complaints, resolving issues promptly and effectively.
• Assist members with membership enrollments and transactions. Cross-sells products and services.
• Aids MSRs, as needed, with opening accounts, direct deposits, IRAs, Share Certificates, check orders, address changes, automatic transfer, wire transfers and other services.
• Instructs members on the proper use of the Audio Response System, Home Banking, Bill Payer, plastic card services.
• Verifies documentation and account information ensuring accuracy and completeness. Corrects member accounts and follows up on outstanding errors.
• Oversight of Safe Deposit Box operations throughout the organization. Ensures compliance rules are followed, regulatory processes are completed, and safe deposit notices are sent timely. Provides entry to safe deposit boxes and maintains proper documentation. Tracks MSR/Teller Safe Deposit certification and training.
• Works with Compliance, Risk and Chief Strategy Officer to implement and train on new forms, products and to prevent fraud.
• Services on and may take the lead on projects involving member service.
• Works closely with and acts as the primary contact for Vendors that relate to member service.
• Adheres to all Red River Employees Federal Credit Union policies and procedures.
• Performs other related duties as assigned.

Qualifications:

• Five or more years of experience with a financial institution, with a minimum of 3 years in direct supervisory or management experience.
• High school diploma or equivalent. Some college preferred.
• Competent computer skills and use of standard office equipment.
• Friendly, outgoing, well-groomed, tactful, compassionate, enjoys public contact, reliable, flexible, alert to member needs and aware of surroundings.
• Ability to meet, speak, and deal effectively with people, being professional always.
• Must maintain a neat and professional appearance.
• Able to use good judgment.
• While the following list is not exhaustive and may be supplemented, identified physical requirements include being able to work at quick and steady pace, climb occasionally on safe deposit box ladder, sitting, bending and the ability to communication effectively. Some lifting, not to exceed 25 pounds.
• Ability to follow the core values of team-focused, excellence, authenticity and leading in innovation.