Member Services Supervisor

Self-Help Credit Union; Manchester (CT); On-site; USD 35,817 - 48,216; Full time

Job summary

Self-Help Credit Union in Manchester is seeking a Member Service Supervisor to lead MSRs and ensure efficient branch operations, primarily focusing on cash handling, customer service, and staff coaching.

The role requires training new MSRs, balancing cash, enforcing security, and supporting branch management with scheduling and performance feedback. Flexibility for evenings/weekends may be needed, with travel to cover other branches occasionally.

Qualifications

• 2 years’ MSR II or equivalent experience required, including cash‑handling and customer service experience.
• Preference for experience in teams and collaboration.
• Strong commitment to mission: economic opportunity for underserved communities.
• Experience in developing and/or supervising MSR staff.

Responsibilities

• Ensure workstations are organized and prepared for the business day.
• Balance daily transactions and ensure accuracy in ledgers.
• Train new MSRs and provide performance feedback to branch management.
• Maintain cash controls and secure negotiable items.
• Support business development and promote member services to drive growth.

Skills

MSR II experience

Cash handling

Customer service

Supervising MSR staff

Communication skills

Flexible hours

Office software

Education

High school diploma

Tools

New Solutions

Microsoft Office

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 we do is a drive to create and protect ownership and economic opportunity. We’re committed to economic justice, which means ensuring that all communities have the basic infrastructure they need to thrive, from high‑quality schools to grocery stores, fresh food resources, and support at the neighborhood level regardless of demographics, income, or wealth. Since our founding, we have constantly sought new ways to pursue greater economic justice: providing fair and affordable loans, partnering with stakeholders, and demanding that lawmakers change unjust policies.

Job Description

We are seeking a Member Service Supervisor to join our Manchester, IL Team.

Responsibilities

• 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 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 they are secured according to policy throughout the day.
• Ensure branch is supplied with appropriate cash adhering to branch limits.
• Maintain the 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 branch management.
• 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 in emergencies when members or staff may be in harm’s way.
• Conduct staff meetings, including training and/or providing regulatory or process updates; model great customer service for staff.
• Complete self‑assessments or ensure they are completed thoroughly, accurately, and on time.
• Participate and/or lead performance and accountability sessions with MSR staff under the guidance of the Branch Manager or Assistant Branch Manager.
• Ensure daily processes are being followed; open and close branch as needed.
• Participate in hiring and selection process in conjunction with Branch Manager or Assistant Branch Manager.
• Develop work schedules for staff to ensure appropriate 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.

Qualifications

• High school graduate or equivalent.
• 2 years’ MSR II or equivalent experience required, including cash‑handling and customer service experience.
• Preference for experience in organizations that prioritize 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 hours, including evenings and weekends.
• Working knowledge of computer software systems – New Solutions and Microsoft Office (Excel, Word, 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.
• 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

Hourly Range

26.25 – 29.13 – 35.00/hr.

Equal Opportunity Employer

Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status. Self-Help is an equal opportunity employer and celebrates diversity, creating an inclusive environment for all employees.