MSR Supervisor

Job Description

Job Description

Description:

LATAH CREDIT UNION

MSR Supervisor

POSITION TITLE : MSR Supervisor

REPORTS TO : VP of Operations

BRANCH: All Branches

STATUS : Non-Exempt

POSITION SUMMARY

Manages the branch member service activities of the credit union including overseeing and directing all aspects of frontline services in multiple branches to ensure effective and efficient operations, quality of member service and compliance with existing regulations and policies for each location.

GENERAL JOB REQUIREMENTS

- Ability to work within a multi-tasked environment;

- Deliver all services in a timely professional and courteous manner;

- Maintain satisfactory attendance which includes working scheduled shifts and arriving on time;

- Be engaged and helpful to both members and co-workers and create a positive working environment;

- Job functions will be performed in accordance with Latah CU policies and procedures at all times, including those policies and procedures set forth in the most current version of the Latah Credit Union Employee Handbook;

- Practices and maintains a high awareness of member confidentiality and all security, safety and internal control procedures;

- Greets members and prospective members, establishes priorities, and directs members to appropriate department;

- Performs proper telephone and message taking etiquette, attending to member inquiries, directing calls to the appropriate party;

- Responsible for maintaining a professional, neat appearance of work space, lobby and reception area;

- Provide excellent, efficient and courteous member service at all times;

- Accepts feedback and makes an effort to incorporate changes as requested;

- Performs 8 hours of community service per calendar year to include both during work hours and after work hours; and

- Will attend and travel to all required trainings outside of scheduled work hours.

MAJOR DUTIES AND RESPONSIBILITIES

- Assist the VP of Operations in developing a training program and the ongoing training and cross training of the branch staff, ensuring their understanding of, and adherence to all laws and regulations pertaining to the operation of a state, privately insured credit union;

- Hold periodic staff meetings to discuss areas needing improvement, changes in procedures, new developments or services, and to present general information, encouraging the exchange of ideas;

- Maintain contact with the branches providing support, input, feedback and guidance concerning their daily operations;

- Identify and consult with the VP of Operations on areas for improvement, changes in procedures, new developments or changes in services or products;

- Assist in the evaluation of the job performance of MSRs to ensure quality of work and service to members;

- Responsible for scheduling member service representatives in the branches to maximize member service hours and to ensure adequate frontline coverage throughout the day;

- Keep staff up to date on trends and general credit union information;

- Work with the VP of Operations and Security Officer to ensure branch security;

- Work with the VP of Operations to ensure procedures and policies are updated as needed;

- Assists branch member service staff in resolving complex member complaints. Respond to technical and operational questions or problems from credit union staff and make appropriate referrals and/or recommendations;

- Responsible for the daily branch cash operation, adhering to the cash limits established by policy, ensuring that each branch has balanced and closed properly each day;

- Responsible for the ATM operations. This includes working with the service providers for filling and settlement coordination;

- Responsible for instant issue operations, including supplies and printer maintenance;

- Serve as back up vault teller, which includes ordering currency and coin, verifying cash received, filling MSR cash orders, maintaining full vault security and balancing the vault cash nightly.

- Oversee an adequate supply of gifts cards and travel money cards;

- Responsible for cleaning and maintenance schedule for all front-line machines, including the recycler;

- Act as operational backup for all branch MSR positions when needed; and

- Other duties as assigned.

PHYSICAL REQUIREMENTS

- Ability to sit for extended periods of time;

- Ability to read, write and speak English;

- Ability to use hand and perform repetitive motion tasks (using PC, 10 key);

- Ability to drive and travel to other locations as needed; and

- Ability to lift and carry approximately 30 lbs.

I have read the above job description for MSR Supervisor and received a copy of it. I understand that this job description is not an employment contract between me and Latah Credit Union and does not necessarily cover every aspect of my duties and responsibilities. I also understand that this job description may be amended at any time by Latah Credit Union.