Member Service Supervisor: Branch Leader & Coach

San Diego County Credit Union; San Marcos (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

San Diego County Credit Union is seeking a Member Service Supervisor to provide supervisory, operational and leadership support at a full‑service branch. Maintains quality member service and adherence to corporate standards.

The role oversees MSRs, assists members, conducts staff hiring and coaching, and ensures branch cash control and audits. Strong communication and organizational skills are essential for success in this role.

Qualifications

• Two years of college experience or 3 years of relevant experience with a high school diploma.
• Must possess strong cash handling background with 2 years of previous teller experience.
• Strong human relations and organization skills.
• Supervisory ability; demonstrated knowledge of policies and procedures in the financial services industry.
• Demonstrated success in planning, organizing, leading and oversight of people and activities.
• Professional and effective interaction, verbal and written communication skills.
• Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines.
• Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.

Responsibilities

• Schedule MSRs and ensure area is properly staffed at all times. Promote quality member service.
• Assist members as necessary, serving as an FSR or MSR. Set up assigned cash drawer to provide coverage during lunches and peak periods.
• Participate in the hiring, training, coaching, supervision and performance evaluations of MSRs as directed by management. Assist with planning and conducting branch huddles and meetings.
• Maintain branch cash control using established policies and procedures. Schedule and perform surprise cash counts and monthly audits of vault.
• Assist in balancing of MSRs' cash drawers; assist in locating outages; administer MSR over/short policy; monitor and correct deposit errors.
• Monitor and ensure compliance of Large Currency Transaction Reporting (CTR) and Bank Secrecy Act (BSA).
• Approve checks over MSR limits and authorize check exceptions. Provide overrides, ensuring sound judgment and risk mitigation.
• Implement changes in policy and procedures, ensuring MSRs' compliance.
• Coach and develop MSRs to participate in campaigns, coaching, and product knowledge training to meet performance goals.
• Delegate and monitor auditing and assign MSR back office duties; oversee completion with time management.
• Participate in AML/BSA compliance training; adhere to policy and identify suspicious activity for compliance.
• Provide managerial oversight of activities for areas of responsibility and staff.
• Demonstrate leadership and create a positive work environment.
• Responsible for performance management of staff and timely appraisals.

Skills

Cash handling

Supervisory experience

Customer service leadership

Interpersonal skills

Policy knowledge (financial services)

Planning and organizing

Critical thinking

Emotional intelligence

Verbal and written communication

Education

Two years college or 3 years relevant experience with HS diploma

Job description

San Diego County Credit Union is seeking a Member Service Supervisor to provide supervisory, operational and leadership support at a full‑service branch. Maintains quality member service and adherence to corporate standards.

The role oversees MSRs, assists members, conducts staff hiring and coaching, and ensures branch cash control and audits. Strong communication and organizational skills are essential for success in this role.