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A+ Federal Credit Union · 1 month ago

Member Services Officer III (Supervisor) Member Services Officer III (Supervisor)

Austin, TX

Full-time

Onsite

Mid, Senior Level

$21.99/hr - $21.99/hr

2+ years exp

A+ Federal Credit Union is seeking a Member Services Officer III (Supervisor) to provide coaching and support to branch team members while performing Senior Teller and Personal Banker duties. The role involves improving branch performance through strategic planning, overseeing individual coaching development, and ensuring exceptional sales and service delivery.

BankingDebit CardsFinancial Services

Growth Opportunities

Responsibilities

Provide Sales and Service coaching to branch team members, as well as perform Senior Teller and Personal Banker duties

Think critically about sales and service implementation and utilize branch data to create strategic plans to improve performance

Oversee coaching development plans for individual team members as well as monitoring the progression of branch performance in the areas of sales and service

Cross-sell appropriate products and services to current and prospective members

Consistently meet or exceed established sales/service goals and support branch growth

Participate in outside business development and community events

Operate, maintain, and balance a cash drawer (as needed)

Sell special service items such as money orders, official checks, and gift cards

Perform cash advances and process collection items

Provide members with access to safe deposit box (where applicable)

Maintain working knowledge of all products and services

Assist members with opening/closing basic types of accounts, including new memberships, checking, share certificates, and other accounts as assigned

Update account information such as changing account ownership/signers, beneficiaries, and changes of address

Assist members with loan applications through video lending

Assist members (in person or by phone) with account and product inquiries, including questions about rates, products and services, requests for statements, etc

Perform stop payments and process wire transfers

Assist members with claims of fraudulent use of debit card

Issue, re-issue, and block debit cards

Be knowledgeable of and utilize credit union policies, Federal regulations and procedures

Open business/trust/estate accounts and other specialized accounts as needed

Perform opening and closing of new/existing safe deposit boxes (where applicable)

Provide Notary Public services (as assigned)

Perform opening/closing procedures for debit card instant issue machine

Scan and image branch checks and documents

Perform vault responsibilities, load/balance ATM/CDM/CRM, and servicing/daily balancing of coin machine

Perform all duties/responsibilities of a Member Services Officers I and II as well as serve as a products and services expert

Assist with day-to-day operations, direction, and guidance by monitoring MSO I and II workflow

Resolve problems or complex situations for (team) members

Assist with implementation/training of policies/procedures

Provide input to Branch Manager and Assistant Branch Manager on employee performance

Monitor/resolve employee performance issues including one-on-one conversations

Write/present employee performance feedback and documentation

Prepare monthly branch reports

Update timekeeping/payroll as assigned

Evaluate and report any maintenance issues

Assist with branch strategic planning

Perform monthly teller work audits/cash drawer audits

Assist with researching and resolving teller out-of-balance occurrences

Assist with annual Safe Deposit Box Audit and Bait Money Audit (as needed)

Ensure compliance of branch security and safety needs

Assist with Branch Audits ex: Cash Recycling Machine (CRM)/ATM (as assigned)

Perform vault responsibilities to include:

Buy/sell cash to/from team members

Load/balance ATM/CRM

Prepare outgoing coin/cash shipments

Verify incoming cash shipments (as assigned)

Order cash for branch when necessary

Evaluate and report any maintenance or equipment needs of branch to Assistant Branch Manager

Maintain member confidentiality

All other duties as assigned

Perform supervisor overrides and check approvals

Assist with escalated member issues and create resolutions in a timely manner

Provide operational/transactional training to new/existing team members

Responsible for opening the branch, including the monitoring of branch opening safety procedures, updating branch reports, and ordering cash

Responsible for closing the branch, including balancing branch end-of-day totals, securing of assets/facilities, and monitoring overtime occurrences

Respond to after-hours inquiries from the credit union security provider

Provide supervisor/management with guidance on coaching needs of MSO team members

Create a positive branch culture emphasizing internal recognition of performance achievements

Participate in high school/community/education events and give presentations

Provide support to other branches during school/holiday closures

Create and implement branch schedule (as assigned)

Develop/implement sales and service initiatives to achieve branch goals

Facilitate daily Morning Huddles

Prepare/facilitate monthly Sales and Service Meetings

Coordinate monthly Sales and Service Challenges to increase performance

Oversee detailed coaching plan for branch and team development

Engage in transactional coaching for team members

Qualification

Financial institution experienceCredit union policies knowledgeMicrosoft Office SuiteSalesService coachingPublic speakingBusiness writing skillsProblem-solving skills