Self-Help Credit Union · 1 week ago
Supervisor, Member Services
IL-Chicago-Little Village
Full-time
Onsite
Entry, Mid Level
$26.25/hr - $34.66/hr
2+ years expSelf-Help Credit Union is a financial institution dedicated to creating economic opportunities for underserved communities. The Member Services Supervisor (MSS) oversees and trains branch staff, ensuring effective member service and compliance with policies while promoting products and services.
Banking
Responsibilities
Supervises and coordinates activities of all branch MSR and branch operation staff
Oversees, coaches and trains all MSRs in promoting products and services, member transactions, balancing daily settlements, and meeting member needs
Responsible for accurate and efficient processing of member transactions, promoting products and services, making modifications to accounts, adding account services, opening new accounts, and performing those functions according to the policies & guidelines of the credit union in a friendly, helpful manner
Ensure workstations are organized and equipped for the start of the business day
Assist in ensuring the operations line is properly staffed and effectively operational
Provide guidance to MSRs, as appropriate, with more difficult transactions
Evaluate documents prepared by all MSRs to ensure compliance with credit union policies and procedures
Assist all MSRs in balancing daily transactions
Control cash and all negotiable items. Ensure cash and other negotiable items are secured according to policy throughout course of day
Ensure branch is supplied with appropriate cash adhering to branch limits
Maintain minimum amount of cash in teller drawers to ensure compliance with security/safety measures
Process currency shipments under dual control
May remove, count, and record cash from ATM and/or supervise others completing this task
Conduct surprise cash drawer audits
Ensure all General Ledgers are in balance. Perform research to resolve problems
Be responsible for on-the-job training of new MSRs, providing general performance input to the management of the branch
Provide feedback to management on the production and goals of other MSRs
Coach and track all MSRs on promoting products and service skills
Make safety-related decisions, especially in emergencies, when members or staff may be in harm’s way
Conduct staff meetings, including training and/or providing regulatory or processes updates
Complete self-assessments or ensure they are completed thoroughly and accurately and on time
Participate and/or lead performance and accountability sessions with MSR staff under the guidance and direction of the Branch Manager or Assistant Branch Manager
Ensure daily processes are being followed; open and close branch as needed
Participates in hiring and selection process in conjunction with Branch Manager or Assistant Branch Manager
Develop work schedules for staff to ensure appropriate level of coverage
Resolve member account-related problems and ensure positive public relations
Explain services to potential personal and business account members to generate additional business for the credit union
Adhere to general regulatory procedures including requirements of the Bank Secrecy Act and Anti Money Laundering rules
Actively support business development activities including attending in person, or staffing properly so that staff may attend
Perform other duties and projects as assigned
Qualification
Required
High School graduate or equivalent
2 years' Member Services Representative or equivalent experience required including cash-handling and customer service experience
Bilingual English/Spanish is required
Preference for working in organizations that place priority on teamwork and collaboration
Strong commitment to our mission – creating economic opportunity for traditionally underserved communities
Experience in developing and/or supervising MSR staff
Excellent customer service skills
Demonstrated ability to communicate effectively – both verbally and in writing
Ability to work flexible work hours including evenings and weekends
May be required to travel to cover other Branches
Working knowledge of computer software systems – New Solutions and Microsoft Office (Excel, Word, and Outlook) and ability to be trained and efficiently operate credit union systems and proprietary software
Keen attention to detail, ability to effectively organize and prioritize work
Analytical and problem-solving skills
Ability to use keyboard and data entry skills
Strong interpersonal/people management skill
Ability to demonstrate Self-Help's Core Values: Mission Before Self, Service With Excellence, Embracing & Promoting Change, Results Not Credit, Diversity as a Strength, Financial Sustainability for Mission Impact
Company
Self-Help Credit Union
Self-Help is a family of nonprofit organizations whose mission is to create and protect ownership and economic opportunity for all.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Truist Foundation
2024-02-14Grant
Leadership Team
Marcus Bowen, CFA, CPA
Chief Financial Officer
Kimberly Jones
Vice President, Director of Partnerships & Community Engagement-Midwest
Recent News
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