Member Services Supervisor

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

Job summary

Self-Help Services Corp in Manchester, CT seeks an MSR/Branch Associate to support daily branch operations, handle cash, balance ledgers, and assist MSRs with transactions.

Requirements include high school graduate, 2 years MSR II or equivalent, strong customer service, teamwork, and ability to work evenings/weekends. Proficiency with New Solutions and Microsoft Office; bilingual English/Spanish preferred.

Qualifications

• High School graduate or equivalent.
• 2 years MSR II or equivalent experience including cash handling.
• Strong customer-service skills and teamwork.
• Ability to work evenings and weekends.

Responsibilities

• Balance daily transactions and balance cash drawers.
• Cash handling and securing negotiables.
• Assist MSRs and train new staff.
• Explain services to members and generate business.
• Ensure compliance with Bank Secrecy Act and AML rules.
• Maintain branch operations and staffing.

Skills

Cash handling

Customer service

Cash balancing

Attention to detail

Bilingual English/Spanish

Education

High School diploma or equivalent

Tools

New Solutions

Microsoft Office

Excel

Word

Outlook

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. We’re committed to economic justice, meaning that all communities have the basic infrastructure they need to thrive, from high-quality schools to grocery stores selling fresh foods and 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.

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 the course of the 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.
• Model 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.
• Participate 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, 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.

Hourly Range: $26.25 – 29.13 – 35.00/hr.

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.

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, please request the appropriate accommodation by emailing: [e-mail].