Member Service Supervisor

Salary Min

Salary Max

Overview

The Member Service Supervisor is responsible for overseeing associates to ensure they deliver accurate, professional, and solution-focused service to members. The Supervisor supports the Manager in all aspects of operations to ensure friendly and efficient service to the membership. In the absence of the Manager and Assistant Manager, the Supervisor assumes full responsibility for the operation of the credit union branch. This role also requires maintaining up-to-date knowledge of and strict adherence to security procedures and internal controls. Additional duties may be assigned as needed.

Responsibilities

Solution Oriented:

• Oversee and enhance solution-oriented assistance to members. Specifically develop and enhance abilities of Member Service Representatives to:
  • Professionally and proactively help members in achieving their financial objectives with financial guidance and advice.
  • Work with members to resolve potential problems to create a positive member solution.

Product Promotion:

• Oversee and enhance associate’s ability to meet member needs with promotion of important credit union products. Specifically develop and enhance the ability of MSR’s to:
  • Understand members’ needs and professionally promote appropriate credit union products and services.
  • Work with associates to develop a strong knowledge of Palmetto Citizens products.
  • Help associates be successful in increasing member service usage of Palmetto Citizens products

Tellering:

• Develop associates appropriately to handle all Tellering functions. Oversee and enhance associates in meeting member needs through tellering assistance, specifically develop and enhance ability of Member Service Representatives to:
  • Always deliver assistance in a safe and secure manner. Ensures associates understand the importance of knowing the member and the depth of their relationship.
  • Provide excellent member service by handling transactions accurately and efficiently.
  • Always be professional and pleasant in handling member transactions. Oversee associates in receiving deposits, loan payments, and transfers; transacts cash or check withdrawals; provides cashiers checks, money orders and any other service within their authority.
  • Maintain a balanced and secured cash drawer.
  • Properly use authority to permit availability of funds for checks up to and including a set limit without further approval.

Management:

• Develops Member Service Representatives and has responsibility for member service line goals to drive growth in members, loans, and deposits.
• Has responsibility of accurate cash ordering to fulfill the needs to the members.
• Work closely with associates to monitor and assist them through the progression of appropriate Member Service Project certifications.
• Responsible for the balancing and security of vault cash, travelers’ cheques, all consigned tickets, and negotiable instrument(s) in the office.
• Responsible for instructing the member service associates in the areas of security procedures and internal controls.
• Authority to accept and approve checks up to the above limit.
• Develops Member Service Representative to work with members to resolve potential problems.
• Oversees assistance to members to anticipate potential problems and offer suggestions and possible solutions.
• Supervise ATM balancing (West Columbia Branch only), care and service by Assistant Supervisor.
• Enhance the value of the Member Service Project, as well MSR job value.
• Enhance associates’ abilities through mentoring and teaching.

Qualifications

• 4+ years of cash handling and customer service experience required, preferably in a retail banking or credit union setting.
• 2+ years of previous supervisory experience with customer service/sales is required.
• High School Diploma or GED is required, college degree preferred.
• Excellent communication skills, both verbal and non-verbal.
• Prior head tellering experience preferred.
• Bilingual candidates a plus.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.