Member Service Representative 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 and member-centric organization committed to making a positive impact on the lives of our members. We believe in delivering not just financial services but fostering meaningful relationships that enhance the overall well-being of our members and communities. With a focus on education, integrity, and community, we strive to be the preferred financial partner for our community.

What You'll Be Doing

• Lead & develop your team: Coach, mentor, and support MSRs to deliver high-quality service while managing schedules and performance.
• Drive operational excellence: Oversee transactions, cash balance, vault operations while ensuring compliance with policies and regulations.
• Enhance the member experience: Resolve escalated issues, identify financial needs, and encourage product recommendations and cross-selling.
• Supervise, coach, and mentor MSR staff to ensure high-quality and accurate member service. Schedule and monitor MSR line to optimize workflow and minimize wait times.
• Conduct performance evaluations and provide feedback to MSRs. Handle staff conflicts and disciplinary actions when necessary.
• Actively engage with members to understand their financial needs and recommend suitable products and services. Train and motivate staff to identify cross-selling opportunities and make referrals to other departments.
• Ensure MSRs provide accurate information and exceptional service to members. Encourage and guide MSR staff in identifying member needs and cross-selling appropriate products and services. Resolve escalated member issues and complaints in a professional manner.
• Perform and oversee daily cash balancing and reconciliation. Oversee vault operations, including cash ordering, shipping, and control. Ensure compliance with Credit Union policies, procedures, and regulatory requirements. Monitor and maintain MSR supplies and equipment.
• Train new MSRs on Credit Union policies, procedures, and member service standards. Conduct ongoing training for MSRs to enhance skills and knowledge. Keep MSR staff informed of changes in Credit Union policies and procedures.
• Identify and mitigate operational risks. Ensure adherence to security procedures to protect the Credit Union's assets and member information. Report any suspicious activities or potential fraud to the appropriate authorities.
• Must maintain predictable and reliable attendance.
• All other duties as assigned.

Qualifications

• Education: High school diploma or equivalent required; bachelor's degree in business or related field preferred.
• Experience: Minimum 1 year of banking experience required. Minimum 1 year of supervisory or management experience preferred.

Benefits

• Paid time off in addition to paid federal holidays
• Medical, dental, and vision benefits to employees who regularly work 24+ hours a week
• 401k match
• Ongoing training opportunities
• 8 hours of volunteer time with an organization important to you
• Reimbursement each month for gym membership (up to $25), hobby reimbursement (up to $25) and fresh local foods (up to $25 on a seasonal basis)
• Salary Range: $42,949.16 - $53,686.45 annualized, may be eligible for quarterly retail incentive