Position Objective
The Member Services Supervisor is responsible for the overall leadership, oversight, and daily operation of the teller line, ensuring accurate, efficient, and exceptional member service while maintaining compliance with all credit union policies, procedures, and regulatory requirements. Working in partnership with the Branch Operations Manager, this role assists with coaching and developing frontline staff, serves as the primary resource for teller operations and complex member transactions, and fosters a culture of accountability, teamwork, and service excellence that supports the credit union's mission and operational goals.
Responsibilities
- Represents the credit union in a courteous, professional, and member-focused manner in all interactions.
- Oversee the daily operations of the teller line, ensuring efficient workflow, operational accuracy, adequate staffing, and exceptional member service.
- Provides frontline leadership, coaching, on-the-spot training, and performance feedback to Member Service Representatives and Tellers; serves as the primary resource for operational questions, procedures, and problem resolution.
- Assists the ABOM and/or BOM with training and ongoing development of frontline staff.
- Assists with complex member transactions, sensitive member issues, and escalated concerns, seeking timely and appropriate resolutions.
- Accurately and efficiently opens new accounts, IRAs, performs account maintenance, and processes routine member transactions in accordance with credit union policies and procedures.
- Provides accurate information regarding member accounts, credit union products and services, alternative investments, and applicable policies.
- Maintains a comprehensive knowledge of all Hershey FCU products and services, identifies member needs, and promotes appropriate products and services.
- Approves transactions within established authority limits.
- Assists the ABOM and/or BOM with vault operations, including maintaining vault security, processing cash transfers, ordering cash, verifying cash shipments, and completing end-of-day settlement.
- Oversee teller balancing procedures by assisting staff with balancing, researching cash and check differences, resolving outages, and ensuring all tellers are balanced at the end of each business day.
- Balances assigned cash drawer and complete opening/closing duties in accordance with credit union procedures.
- Assists members with account reconciliation and research account discrepancies as needed.
- Manages the branch inventory of negotiable instruments, supplies, equipment, and other operational materials; notifies the ABOM and/or BOM when replenishment is needed.
- Maintains a comprehensive knowledge of all applicable policies, procedures, rules, regulations, and compliance requirements and ensures adherence by frontline staff.
- Help prevent controllable losses through strict adherence to security, compliance, fraud prevention, and internal control procedures.
- Makes sound safety- and security-related decisions during emergencies to protect members, employees, and credit union assets.
- Ensure work areas are clean, secure, organized, and maintained in accordance with established standards.
- Completes all required annual compliance and professional development training.
- Travel to other branch locations as business needs require.
- Perform other duties and special projects assigned.
Qualifications
Education and Experience: High school diploma or equivalent. Minimum two years’ experience in bank or credit union. 1-2 years of prior Supervisory experience in the banking industry preferred.
Other:
- Maintains a professional demeanor in appearance, communication, and action.
- Possesses a high level of interpersonal communication.
- Well organized, able to multi-task and move quickly between priorities.
- Maintains confidentiality of all members.
- Solid working knowledge of PC-based programs.
- Previous financial services, especially cash handling, preferred.
Language Skills:
Ability to read, analyze, and interpret written communications. Ability to comprehend and respond to common employee questions. Ability to effectively present job-related information to employees.
Mathematical Skills:
Ability to perform basic mathematical calculations and solve financial equations.
Physical Requirements:
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be available and willing to travel to such locations and with such frequency as the employer determines is necessary or desirable to meet its business needs. Must possess sufficient manual dexterity to skillfully operate standard office equipment including but not limited to a computer, typewriter, adding machine, facsimile machine, photocopier, and telephone. A telephone device to enhance hearing will be provided if needed. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Pay: $19.00 - $23.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Work Location: In person
