MSR Supervisor

Raiz Federal Credit Union; El Paso (TX); On-site; USD 52,000 - 77,000; Full time

Job summary

Raiz FCU in El Paso, TX is seeking a Branch Supervisor to lead the daily operations, mentor the branch team, and ensure member satisfaction. The role will drive process improvements and deliver Raiz products while maintaining a high standard of service.

This position reports to the Branch Manager/Assistant Branch Manager and emphasizes staff development, problem-solving, and building trust with members in the Raiz community.

Qualifications

• High School degree or equivalent.
• 3–5 years credit union/banking experience.
• 1 year supervisory experience.
• Raiz certification such as FICEP, CCUFC or equivalent.

Responsibilities

• Lead the branch under minimal supervision and assist the Branch Manager in their absence.
• Mentor and train staff to offer personalized products based on members’ needs.
• Handle member interactions and resolve escalated issues promptly.
• Ensure team compliance with policies, BSA/AML, and CIP requirements.

Skills

Leadership

Communication

Problem solving

Conflict resolution

Digital banking

Sales experience

Education

High School diploma or equivalent

Raiz certification (FICEP, CCUFC) or equivalent

Job description

Our CompanyAt Raiz FCU, we share a passion for knowledge and a pursuit of growth. Grounded in our El Paso heritage formerly Teachers Federal Credit Union, since 1936 we are growing to help our community move into the future. We are inspired people, invested in you. At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion.Job OverviewThis position reports to the Branch Manager/Assistant Branch Manager. This role requires someone who is analytical, inquisitive, and enthusiastic about educating and mentoring branch team. The Branch Supervisor will assist with managing, directing, and motivating the branch team, to provide members a full range of Credit Union products and services. The goal is to increase productivity by implementing relevant employee training, establishing team development goals, and eliminating inefficiencies. You will be an empowering mentor who will be:A trusted expertA natural communicatorA champion for our members and the communityA guide through the moments that matter the most to our membersPosition Details:Non-Exempt (Hourly)Hours: Monday-Friday, occasional SaturdaysPay Range:$24.83-$37.25Skills and ExperienceEducation – High School degree or equivalentA minimum of three to five years credit union and/or banking experience. Two years of sales experience such as insurance sales, financial advising, lending, and selling capacity of products and services.Minimum of one (1) year of supervisory experience.Completion of specialized Raiz certification such as FIcEP, CCUFC certification and/or equivalate experience in a similar roleGood understanding of products, services, and regulations.Strong problem-solving and conflict resolution skills.Understanding of job functions and operations of all levels of the Credit Union.Thorough understanding of Credit Union operations required.Role Description and Essential DutiesLeadership: Under minimal supervision, this position is responsible for the branch in the absence of the Branch Manager and must have the ability to use good judgement when assisting the branch team, members, and vendors. Analyze problems/issues in a timely manner and resolve, complex situations and diffuse escalated interaction from branch team and members.Empowering Mentor: Responsible for quality of member service through teaching, motivating, and developing the branch team to offer personalized products to our members based on their financial needs. Developing strong leaders by acclimation and success of new and tenured team members.Enrich Member Experience: Responsible for handling member interaction and resolving escalated issues in a timely manner. Engage with branch team to build relationships, identify needs, and utilize problem solving skills to educate our members. Lead team to achieve and maintain product, service and business goals, including cross servicing of Raiz products and serviceProducts and Services: Knowledgeable expert who is educated on all services and acts as a resource to branch team in subject matter areas such as policies and procedures. Will be a subject matter expert in troubleshooting digital services such as Online/Mobile banking and ATM assistance.Member Education: Acting as a trusted advisor to provide guidance to our members and building trust. Demonstrate the ability to provide advice considering our members’ best interests. Building members relationshipsTrust: Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information.Communication: A natural communicator who is able to help others understand complex or intimidating topics. An expert in conflict resolution during challenging situations while maintaining a professional demeanor.Digital Expertise: Will be a subject matter expert in troubleshooting for Online/Mobile banking issues and Personal Audio Teller. Responsible to interact with members via audio and video.Teamwork: The ability to work well with others in every situation and empathize with team members. A natural communicator who builds a positive environment alongside Branch Manager/Assistant Branch Manager, to achieve uniformity and an inclusive culture.Compliance: Ensures team compliance with all policies, procedures, and regulatory requirements are met including requirements of the Bank Secrecy Act (BSA), anti-money laundering rules, and Customer Identification Program (CIP).