Member Experience Team Lead - MSR Supervisor

Heritage Family Credit Union; Rutland (VT); On-site; USD 42,949 - 53,686; Full time

Benefits offered by this job

Paid time off

Medical benefits

Dental benefits

Vision benefits

401k match

Volunteer time

Gym reimbursement

Fresh local foods stipend

Job summary

Heritage Family Credit Union is a dynamic member-centric organization focused on education, integrity, and community. The role leads MSR teams, oversees transactions, vault operations, and compliance while enhancing member experiences and promoting cross-selling.

You will coach staff, conduct evaluations, and train new MSRs to maintain high service standards. With emphasis on reliability and operational risk management, this position supports the credit union's mission to be a trusted financial

Qualifications

• Education: High school diploma or equivalent required; bachelor's degree in business or related field preferred.
• Experience: 1+ year in banking and supervisory/management roles preferred.

Responsibilities

• Lead and develop MSRs, coach, mentor, and manage schedules and performance.
• Oversee transactions, cash balancing, vault operations, and regulatory compliance.
• Enhance member experience by resolving issues and promoting cross-selling.
• Conduct evaluations, provide feedback, and handle staff conflicts as needed.
• Train new MSRs on policies and service standards; keep staff informed of changes.
• Identify operational risks and ensure security of assets and member information.

Skills

Team leadership

Customer service

Sales & cross-selling

Supervisory experience

Education

High school diploma

Bachelor's degree preferred

Job description

Heritage Family Credit Union is a dynamic member-centric organization focused on education, integrity, and community. The role leads MSR teams, oversees transactions, vault operations, and compliance while enhancing member experiences and promoting cross-selling.

You will coach staff, conduct evaluations, and train new MSRs to maintain high service standards. With emphasis on reliability and operational risk management, this position supports the credit union's mission to be a trusted financial