Member Service Rep Supervisor

We’re looking for a talented and people-focused leader to supervise our Member Service Representative (MSR) team. In this role, you’ll 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 team’s 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.

• • 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

Position Title: Member Service Representative Supervisor                                                    

FLSA Status: Exempt

Department: Retail                                                                                 

EEO Code: First Level Managers/Supervisors

Reports To: AVP Branch Manager                                                                                                                            

Grade: 8 

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.

·         Perform 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 Union’s 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; bachelor’s degree in business or related field preferred.

·         Required Experience:

o   Minimum 1 years of banking experience required

o   Minimum 1 year of supervisory or management experience preferred 

·         Skills:

o   Strong leadership and supervisory skills

o   Excellent customer service and communication skills

o   Proficiency in Symitar a plus

o   Attention to detail and strong problem-solving abilities

o   Ability to work well under pressure and meet deadlines

o   Proven ability to identify sales opportunities and drive cross-selling initiatives 

Physical Requirements:

·         Ability to stand for extended periods

·         Manual dexterity to handle cash and perform data entry

·         Ability to lift and carry coin bags (50+ pounds) and other materials as needed

Work Environment:

·         Professional banking environment. 

BSA/Risk: Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining the organization's regulatory integrity and mitigating potential risks."

Equal Opportunity Employer: Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.