Member Service Supervisor

Job Title

This individual will be responsible for the supervision of the MSR and the MSC area (Teller/Call Center) May perform all MSR functions on a limited basis. Solve escalated member problems and/or help with complex member questions or work-related matters. Guide and advise MSRs in the efficient handling of member needs and accurate transactional processes.

Summary of Position:

- Ensure that staff are trained and cross-trained in all phases of their jobs to ensure the delivery of quality service to members and to ensure accuracy in transactions.

- Evaluate the job performance of subordinates to ensure quality member service and accurate transactions.

- Maintain an adequate supply of traveler's checks, money orders and cashier's checks.

- Maintain comprehensive, up-to-date knowledge of all State and Federal regulations applicable to the transactions performed in the MSR area. Knowledgeable on all credit union policies and processes within the MSR area.

- Ensure safety and security policies are up to date, and training is provided on safety and security procedures.

- May serve as vault teller for the credit union, which includes ordering the cash and currency from the Federal Reserve, verifying cash received, filling teller cash orders, maintaining full vault security and balancing vault cash nightly.

- Approve member exceptions and authorize service fee refunds to members when deemed necessary.

- Oversee proper availability of daily cash, money orders and traveler's checks.

- Investigate MSR losses and institute corrective flow of work and/or corrective disciplinary action where required.

- Analyze the workflow on an on-going basis to determine staffing requirements. Oversee work schedules for full-time and part-time employees in the MSR area to ensure proper service to members.

- Promote credit union products and services based on member needs that are obtained from member interviews and/or review of member's account. Actively cross-sell products.

Qualifications and Requirements

• High School Diploma GED required
• Two years of banking/credit union experience required
• Strong multi-tasking and problem-solving skills required
• Friendly and helpful demeanor required
• Attention to detail with strong verbal and written communication skills

Benefits

• Medical, Dental, Vision
• Life Insurance 100% employer paid
• Long term and short-term disability 100% employer paid
• 401K/Roth participation
• Discounts on credit union products and services

Cincinnati Ohio Police Federal Credit Union