Member Service Supervisor

selfhelp; Chicago (IL); On-site; USD 42,000 - 62,000; Full time

Job summary

Self-Help is seeking a Member Service Supervisor for our Little Village, IL team. You will oversee MSRs, ensure daily cash handling compliance, and help staff deliver excellent customer service in a fast-paced branch environment.

You will coach MSRs, support branch operations, and participate in hiring, scheduling, and performance discussions while upholding security and regulatory requirements.

Qualifications

• High School graduate or equivalent.
• 2 years' MSR II or equivalent experience including cash-handling and customer service.
• Preference for teamwork and collaboration.
• Strong commitment to our mission of economic opportunity.
• Experience developing or supervising MSR staff.
• Excellent customer service and written/verbal communication.
• Ability to work flexible hours including evenings and weekends.
• Proficiency with computer software: New Solutions and MS Office suite.

Responsibilities

• Ensure workstations are organized and equipped for the start of the business day.
• Assist in ensuring the operations line is properly staffed and operational.
• Provide guidance to MSRs with difficult transactions.
• Balance daily transactions and control cash and negotiable items.
• Ensure branch cash levels comply with security policies.
• On-the-job training for new MSRs and performance feedback to management.
• Explain services to members to generate additional business.
• Adhere to Bank Secrecy Act and AML requirements.
• Participate in hiring, scheduling, and staff meetings.

Skills

Cash handling

Customer service

Teamwork

Communication

Flexibility

Analytical/problem-solving

People management

Bilingual English/Spanish

Education

High School diploma or equivalent

Tools

New Solutions

Microsoft Office

Excel

Word

Outlook

Job description

Job Description

WHO We Are

Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers in building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we're committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high-quality schools to grocery stores selling fresh foods resources that support opportunity at a neighborhood level regardless of demographics, income or wealth. Since our founding, we've constantly sought to find new ways to pursue greater economic justice: from providing fair and affordable loans, to working with partners to demand that lawmakers change unjust policies.

We are seeking a Member Service Supervisor to join our Little Village, IL Team!

WHAT You'll Do

• Ensure workstations are organized and equipped for the start of the business day.
• Assist in ensuring the operations line is properly staffed and effectively operational.
• Provide guidance to MSRs, as appropriate, with more difficult transactions.
• Evaluate documents prepared by all MSRs to ensure compliance with credit union policies and procedures.
• Assist all MSRs in balancing daily transactions.
• Control cash and all negotiable items. Ensure cash and other negotiable items are secured according to policy throughout course of day.
• Ensure branch is supplied with appropriate cash adhering to branch limits.
• Maintain minimum amount of cash in teller drawers to ensure compliance with security/safety measures.
• Process currency shipments under dual control.
• May remove, count, and record cash from ATM and/or supervise others completing this task.
• Conduct surprise cash drawer audits.
• Ensure all General Ledgers are in balance. Perform research to resolve problems.
• Be responsible for on-the-job training of new MSRs, providing general performance input to the management of the branch.
• Provide feedback to management on the production and goals of other MSRs.
• Coach and track all MSRs on promoting products and service skills.
• Make safety-related decisions, especially in emergencies, when members or staff may be in harm's way.
• Conduct staff meetings, including training and/or providing regulatory or processes updates. Models great customer service for staff.
• Complete self-assessments or ensure they are completed thoroughly and accurately and on time.
• Participate and/or lead performance and accountability sessions with MSR staff under the guidance and direction of the Branch Manager or Assistant Branch Manager.
• Ensure daily processes are being followed; open and close branch as needed
• Participates in hiring and selection process in conjunction with Branch Manager or Assistant Branch Manager.
• Develop work schedules for staff to ensure appropriate level of coverage.
• Resolve member account-related problems and ensure positive public relations.
• Explain services to potential personal and business account members to generate additional business for the credit union.
• Adhere to general regulatory procedures including requirements of the Bank Secrecy Act and Anti Money Laundering rules.
• Actively support business development activities including attending in person or staffing properly so that staff may attend.
• Perform other duties and projects as assigned.

WHAT You'll Need

• High School graduate or equivalent.
• 2 years' MSR II or equivalent experience required including cash-handling and customer service experience.
• Preference for working in organizations that place priority on teamwork and collaboration
• Strong commitment to our mission - creating economic opportunity for traditionally underserved communities.
• Experience in developing and/or supervising MSR staff.
• Excellent customer service skills.
• Demonstrated ability to communicate effectively - both verbally and in writing.
• Ability to work flexible work hours including evenings and weekends.
• Working knowledge of computer software systems - New Solutions and Microsoft Office (Excel, Word, and Outlook) and ability to be trained and efficiently operate credit union systems and proprietary software.
• May be required to travel to cover other Branches.
• Keen attention to detail, ability to effectively organize and prioritize work.
• Analytical and problem-solving skills.
• Ability to use keyboard and data entry skills. Strong interpersonal/people management skills.
• English/Spanish may be required.
• Ability to demonstrate Self-Help's Core Values:
• Mission Before Self
• Service With Excellence
• Embracing & Promoting Change
• Results Not Credit
• Diversity as a Strength
• Financial Sustainability for Mission Impact

If you are interested in who we are and what we do; have a strong desire to work in an organization that places a high priority on teamwork and collaboration; and are interested in working to help create economic opportunity for all - THIS is the place for you!