Member Service Supervisor II

Danville, PA
Full Time
001 Bloom Street
Manager/Supervisor

Role: A Member Service Supervisor II's primary responsibility is to ensure exceptional member service is being delivered at the branch with assets over $50 million and supervision of three or more full time equivalent employees. To accomplish this, Member Service Supervisors are responsible for directing and supervising all areas of member services in the branch. Performs all duties of the Member Service Representatives (MSRs). Promotes branch development through sales; deposit and loan growth; new member and member retention; and
community involvement.

Note: This position does not serve as a back-up to the Vice President Branch Market as a branch with assets of over $50 million would generally have an Assistant Market Manager II.

Essential Functions & Responsibilities:

  • 40% - Supervises, counsels, trains and coaches Member Service Representatives. Assists in MSR duties to ensure quality service is being delivered to members and the teller line is performing effectively and efficiently.
  • 30% - Promotes and develops branch growth by cross-selling various deposit, loan and convenience services appropriate to each individual member.
  • 15% - Uses problem solving skills to research member account questions and concerns.
  • 10% - Performs other daily, weekly and monthly routine tasks.
  • 5% - Performs other duties as assigned.

Performance Measurements:

  1. Promotes and develops branch growth by assisting in the direction and coordination of sales programs, projects and activities at the branch.
  2. Welcomes members and guests by name, provides routine information concerning services and directs members to the appropriate department for specific information and service. Overall, provides friendly, professional, accurate, personal service to all members.
  3. Supervises and motivates Member Service Representatives to ensure quality service is being provided to members, adjusting workloads as necessary. Coordinates the MSR/teller line schedule.
  4. Trains and coaches Member Service Representatives in fulfilling the stated financial needs of members and through directed conversation uncovering the unstated financial needs of members. Cross-sells various deposit, loan and convenience services appropriate to each individual member in person as well as by mail and telephone.
  5. Cross trains to provide assistance and guidance to Member Service Representatives in conducting routine account transactions including but not limited to deposits; withdrawals; transfers; loan and VISA payments; check cashing; ordering members checks; and direct deposits. Sells VISA gift cards to members.
  6. Resolves member questions, researches account inquiries and troubleshoots and replies to internal inquiries in a timely, friendly and accurate manner. Completes additional follow up as needed.
  7. Adheres to, and ensures Member Service Representatives are abiding by dual control procedures; policies, other procedures and guidelines set forth by the credit union, e.g. Security; Bank Secrecy Act; Identity Theft and Red Flags; Cash Over/Short Guidelines; Check Cashing and Holds; Confidentiality; etc.
  8. Maintains the branch cash fund, including disbursement, replenishment and reconcilement. Orders the weekly vault cash shipment for the branch. Verifies daily balances for Member Service Representatives at the branch. Performs surprise cash counts periodically as outlined in the Security Policy.
  9. Completes and conducts performance appraisal process for Member Service Representatives.
  10. Performs a variety of miscellaneous tasks including but not limited to typing, filing, computer input, answering the telephone before three rings, assisting other departments, monitoring security procedures, open/close procedures and other duties as assigned.
  11. Attends trainings, conferences, seminars and workshops relating to the job.
  12. Becomes familiar with and abides by policies, procedures and guidelines set forth by the credit union, e.g. Security; Bank Secrecy Act; Identity Theft and Red Flags; Cash Over/Short Guidelines; Check Cashing and Holds; Confidentiality; etc.

Knowledge, Skills and Abilities:

  • Education - Requires a high school education or equivalent.
  • Experience - Three years to five years of similar or related experience.
  • Interpersonal Skills - Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
  • Other Skills - Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.) and requires the ability to operate a computer.
State of Pennsylvania residency required.

Service 1st Federal Credit Union provides equal opportunity without regard to sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by applicable law in employment and in our business activities.

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