Member Experience Supervisor (MES)

FirstLight Federal Credit Union; El Paso (TX); On-site; USD 52,000 - 65,000; Full time

Job summary

FirstLight Federal Credit Union is seeking a Member Experience Supervisor to oversee the El Paso center, ensuring excellent member service in person, by phone, or virtually. You will manage daily activities, coach staff, and coordinate scheduling to maintain adequate coverage.

You will train staff on all products, regulatory compliance, and credit union policies, while handling member questions and escalations. A focus on security, loss reporting, and process improvement will be essential.

Qualifications

• Three (3) years of financial institution experience with supervisory exposure.
• External hires must complete Certified Financial Counselor certification within one year of hire date.

Responsibilities

• Manage daily center/department activities and ensure superior member service onsite, virtually or by phone.
• Monitor service quality and coach staff through live or recorded observations.

Skills

Coaching

Mentoring

Team leadership

Education

High School diploma or equivalent

Certified Financial Counselor certification

Job description

Job Details: Level: Management, Job Location: Administration Building - El Paso, TX 79924, Position Type: Full Time, Education Level: High School, Salary Range: $51,645.53 - $64,556.91 Salary, Job Shift: Day, Job Category: Banking, Responsible for managing the daily center/department activities and ensuring superior member service is provided by staff onsite, virtually or by phone.

Monitors service quality and coaches’ staff by conducting (live and/or recorded) observations to achieve exceptional member service and member growth goals.

Manages and schedules staff to ensure adequate center coverage.

Ensure staff are fully trained in all products and services.

Ability to offer products and services based on individual member needs.

Trains staff on all regulatory compliance, credit union policies and procedures.

Handles and resolves member complaints and questions.

Responsible for managing and directing center staff during peak volume times, may assist members directly as needed and provide Member Financial Education.

In addition to member and employee education, the Member Experience Supervisor (MES) is accountable for the accurate and timely completion of all security protocols within their center/department. This includes ensuring that all staff are properly trained and understand procedures related to both physical and digital security.

The MES maintains the accuracy of security logs, oversees end-of-day balancing, and monitors operational errors to identify trends and opportunities for improvement.

They are responsible for coaching staff on operational procedures and error reduction, fostering a culture of accountability and continuous improvement.

The MES also plays a key role in tracking and reporting losses, documenting corrective actions, and coordinating training efforts related to operational and service issues.

This includes maintaining records of incidents, ensuring appropriate follow-up, and supporting staff development to prevent recurrence.

The MES supports the Member Experience Manager (MEM) with additional operational responsibilities as needed, contributing to the overall success and efficiency of the center or department.

Through a combination of leadership, education, and operational oversight, the MES ensures that both members and employees experience a high standard of service and support.

Job Qualifications:

EDUCATION/CERTIFICATION:

• High School diploma or equivalent.
• Certified Financial Counselor certification.
• External Hires: Must complete Certified Financial Counselor certification within one (1) year of hire date.

EXPERIENCE:

• Three (3) years of financial institution experience to include one (1) year of supervisory experience or LITE Program graduate.
• Experience in coaching, mentoring, or team leadership is highly preferred.