Member Experience Supervisor I

Overview

Under the direction of the Member Experience Manager I, II, or III, the Member Experience Supervisor I is responsible for supporting and leading daily branch operations to ensure accurate, efficient, and high-quality service for members. This role focuses on operational excellence-teller and platform accuracy, product knowledge, compliance with policies and procedures, and consistent execution of branch standards.

Supervisor I plays a key role in training and coaching frontline employees on operational processes and in ensuring that employees are consistently entering, documenting, and following through on referrals correctly and completely. The Supervisor I is also expected to contribute to branch sales goals through strong personal sales performance and by supporting the team's sales and referral activities.

Key Responsibilities

• Oversee daily branch operations at the teller line and platform to ensure smooth workflow, accuracy, and adherence to operational standards.
• Supervise, mentor, and support frontline staff, providing real-time coaching on teller and platform processes, systems, and procedures.
• Train employees on key operations: cash handling, transaction processing, opening deposit accounts, processing consumer loans within guidelines, and completing account maintenance, corrections, and service requests.
• Support branch sales, service, and referral goals by engaging members in needs-based conversations when assisting them, role-modeling expected behaviors, and reinforcing referral and service expectations with the team.
• Ensure sales referrals meet quality standards by checking correct processes, accurate documentation, detailed entries, and activity reports.
• Assist members at both the teller line and platform with transactions, account openings, and loan services, mainly to handle overflow, complex cases, and staffing shortages. These tasks help meet sales goals while focusing on efficient operations and teamwork.
• Monitor daily balancing, transaction accuracy, and documentation to minimize errors and operational risk.
• Handle escalated operational member issues and provide timely, professional resolutions.
• Ensure adherence to policies, procedures, security standards, and regulatory requirements in all branch activities.
• Perform audits and branch assessments and assist with implementation of corrective actions.
• Collaborate with the Member Experience Manager to ensure appropriate staffing, cross-training, and scheduling to meet member needs.
• Provide leadership coverage in the absence of the Member Experience Manager within delegated authority, ensuring continuity of branch operations and service.

Core Skill Competencies

• Communication: Clear and effective communication skills, both written and verbal.
• Leadership: Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.
• Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.
• Problem-Solving: Effective problem-solving skills to address and resolve member issues promptly.
• Organizational: Ability to manage multiple tasks and priorities in a fast-paced environment.
• Interpersonal: Strong relationship-building skills to foster a positive team environment and collaborate with other departments.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.
• Risk Management: Identify and mitigate risks.

Physical Demands

• Prolonged periods sitting at a desk and working on a computer.
• Occasional lifting of office supplies, up to 30 pounds.
• Occasional travel may be required for events, meetings, or conferences.

Qualifications

• Minimum 2 years of experience in branch operations (Member Service Associate III or equivalent).
• High school diploma required; associate's degree preferred or equivalent work experience.
• Strong understanding of teller operations and platform functions, including account opening, loan processing, and maintenance.
• Experience working in a goal-oriented or sales-focused environment and supporting branch-level sales and referral results.
• Demonstrated ability to coach and train employees on operational processes, referral procedures, and quality standards.
• Flexible schedule, including evenings and Saturdays based on branch needs.
• Strong judgment, attention to detail, accuracy, and problem-solving skills.
• Professional presence and effective communication skills with both members and employees.

Role Scope

• Typically supports operations in a branch with an approximate deposit portfolio below $60 million.
• Oversees and supports a frontline team of approximately 3-6 employees focused on teller and platform functions.