Member Service Supervisor (Hendersonville, NC)

Champion Credit Union; Hendersonville (NC); On-site; USD 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a Member Service Supervisor to lead a team in delivering exceptional service. This role involves supervising specialists, resolving complex member inquiries, and ensuring compliance with regulations. The ideal candidate will possess strong communication and problem-solving skills, with a commitment to fostering positive relationships. Join a forward-thinking credit union that values teamwork and professional growth, where your contributions will directly impact member satisfaction and operational efficiency.

Qualifications

• Supervisory experience preferred in member service operations.
• Knowledge of cash handling and customer service policies.

Responsibilities

• Supervise Member Service Specialists and manage workloads.
• Resolve escalated member issues and assist with inquiries.
• Conduct audits and ensure compliance with regulations.

Skills

Time management

Multitasking

Strong communication

Problem-solving

Decision-making

Knowledge of financial products

Education

High School diploma or equivalent

Job description

Member Service Supervisor (Hendersonville, NC)

Join to apply for the Member Service Supervisor (Hendersonville, NC) role at Champion Credit Union

Job Description

Responsible for supervising Member Service Specialists, resolving escalated member issues, and assisting with complex member inquiries. Guides and advises staff to ensure efficient handling of member needs and accurate transactions. Performs all Member Service Specialist functions as needed.

Responsibilities

1. Perform MSS functions efficiently, accurately, and effectively.
2. Assign, monitor, and supervise workload to ensure smooth operations.
3. Support branch management by managing staff.
4. Evaluate and develop team members, providing coaching and motivation.
5. Serve as vault custodian and handle related tasks.
6. Address employee relations issues promptly.
7. Conduct weekly branch huddles with the Branch Manager.
8. Investigate teller losses and implement corrective actions; deliver disciplinary measures if necessary.
9. Analyze workflow to determine staffing needs; oversee work schedules.
10. Evaluate policies and procedures for front-line staff.
11. Maintain knowledge of applicable state and federal regulations, credit union policies, and procedures.
12. Perform cash audits, manage branch cash levels, and review ATM deposits.
13. Monitor compliance and correct procedural errors.
14. Train staff in promoting and cross-selling credit union products and services.
15. Ensure compliance with BSA, OFAC, Patriot Act, and other regulations.
16. Perform additional duties as assigned.

Member Service & Branch Standards

• Represent the credit union professionally and courteously.
• Establish and maintain effective member relationships.
• Follow security and operational procedures.
• Ensure proper opening and closing procedures.
• Promote and inform members about products/services.
• Maintain member privacy and a clean, secure work environment.
• Collaborate with other departments to deliver high-quality service.
• Participate in credit union events and training.

Performance Skills & Abilities

• Time management and multitasking skills.
• Adherence to policies and accuracy in reports.
• Professional appearance and computer literacy.
• Strong communication, problem-solving, and decision-making skills.
• Ability to build positive relationships and work under pressure.
• Knowledge of financial products and services.

Education & Experience

• High School diploma or equivalent.
• Knowledge of Member Service policies, credit union operations, customer service, cash handling, and supervisory experience preferred.

Certifications

None required.