Member Service Supervisor

GECU Federal Credit Union; El Paso (TX); On-site; USD 27,000 - 41,000; Full time

Job summary

GECU Federal Credit Union is seeking a Branch Operations leader to train, counsel, and monitor staff while delivering exceptional member service across branches. You will manage cash handling, schedules, and branch logs, ensuring compliance with security and regulatory requirements.

The role supports multiple branch settings and remote service options where needed. The ideal candidate will have a high school diploma, strong organizational skills, and the ability to guide staff through policies

Qualifications

• High School diploma or equivalent.
• Knowledge of branch operations and cash flow processes.
• Ability to train, counsel and monitor staff performance.
• Strong communication and problem-solving skills.

Responsibilities

• Train and monitor branch operations staff performance.
• Ensure a great member experience across the branch environment.
• Provide guidance on policy procedures and security requirements.
• Maintain logs, schedules, and audits for compliance.

Skills

Customer service

Cash handling

Training & coaching

Conflict resolution

Education

High School diploma or equivalent

Tools

ITMs, TCRs, TCDs, POPio Software

Job description

Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our Core Values drive our Culture: Advocate, Integrity, Accountable, Dedicated and Passionate. Come grow your career with an award- winning team!

BASIC RESPONSIBILITIES

• Responsible for training, counseling and monitoring the performance of the Branch Operations employees.
• Assists in facilitating a great member experience with every facet of the branch environment.
• Provides employee direction and guidance concerning credit union policies and/or procedures.

TYPICAL DUTIES

• Supports and directs staff on critical success measures and initiatives of the credit union, with guidance and approval from branch management in order to successfully meet our service standards and onboard/educate our members on the importance of our remote product usage.
• Ensures schedules in all areas meet workflow demands for each branch.
• Provides staff assistance, guidance, training, development and evaluates employee performance.
• Develops and mentors employees to encourage professional development while monitoring the quality of service delivered by staff in all member interactions.
• Assesses and completes employee performance evaluations to ensure employee performance is met on a monthly/yearly basis.
• Responsible for cash management, balancing of all cash and cash‑like items and ensures audits are performed regularly.
• Performs security duties to ensure the safety of all credit union staff, members, and monetary assets.
• Retains and completes necessary branch logs and documents to ensure audit practices are complete.
• Serves as a backup for establishing new accounts and offers financial counseling to members.
• Manages and orders supplies to ensure branch is stocked with daily operating supplies.
• Maintains and manages timesheets for the staff/branch.
• Assists branch operations management in any emergencies, problems, or situations as necessary.
• Participates and represents GECU in various community activities.
• Seeks innovative ways of challenging current processes and procedures.
• Empathizes with members needs and displays strong conflict resolution skills to ensure members receive the service they deserve.
• May require working in different areas of the credit union such as traditional branch setting, neighborhood branch, and/or Contact Center environment as needed to serve the credit union's members.
• Maintain and understand compliance to ensure that work complies with GECU’s established policies, procedures and applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering Act (AML) addressing Money Laundering and the Countering the Financing of Terrorism (CFT), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC).
• Other duties as may be assigned or required concerning the general operation of the credit union.

Requirements

• High School diploma or equivalent with two years similar or related experience.
• Knowledge of all aspects of branch operations, including member's accounts, posting procedures, negotiable instruments, and cash flow within the credit union.
• Basic knowledge of credit union procedures and policies affecting the Member Service Representative, Vault and branch operations areas.
• Has a good understanding and working knowledge of GECU’s remote service alternatives to provide ingenuity and enhanced member experience.
• Basic Computer skills, knowledge of computer programs used in daily operation and use of calculators or adding machines.
• Basic understanding of equipment used in the general operation of the branch operations area.
• Basic knowledge of credit union products and services.
• Detailed knowledge and constant awareness of security procedures.
• Able to handle unique member situations and/or escalated situations with firmness, empathy and understanding.
• Excellent judgment skills to make critical decisions with the credit union’s best interest.
• Good organizational and professional communication skills, both written and oral.
• Be an advocate of the GECU culture.
• Even temperament and the ability to work well under pressure, using judgment and tact in dealing with members, coworkers, and employees.
• Aptitude for working with numbers and good analytical skills.
• Understanding of equipment used in the general operation of branches to include advanced technology such as ITMs, TCRs, TCDs, and POPio Software for virtual offices.
• Requires standing and walking the majority of the day, lifting up to 10 pounds, twisting and reaching above and below shoulder level continuously, lifting up to 20 pounds frequently, lifting more than 50 pounds, bending, squatting, climbing and kneeling occasionally.

PRIMARY RESPONSIBILITY

Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook.

Availability Requirements

Monday - Friday: 8:00 a.m. - 5:30 p.m.

Saturday: 8:00 a.m. - 12:15 p.m.

Salary Information

$19.85 - $29.78 Per Hour

GECU is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, genetic information, disability, or protected Veteran status.