What are the responsibilities and job description for the Member Services Supervisor position at TruNorth Federal Credit Union?
TruNorth Federal Credit Union is seeking a Member Services Supervisor to join their growing team in Marquette. TruNorth Federal Credit Union is a $215 million credit union with 2 branch locations and over 40 employees. This is a full-time nonexempt position.
The successful candidate for this position will serve as the working supervisor of the Ishpeming member services team reporting to the Manager-Member Service and regularly working the later part of the day until 6 p.m. with occasional Saturdays required spending the majority of their time working on the teller line. The member service team is responsible for a broad variety of duties including opening/closing accounts, processing deposits/withdrawals, assisting members with checking account problems, performing a variety of account maintenance, and answering member questions regarding credit union products and services. This position requires excellent customer service skills, attention to detail to perform a variety of tasks with accuracy and efficiency, and a strong sense of personal integrity with the ability to communicate and work as a part of a larger team.
Primary Responsibilities:
- Provide excellent internal and external member service responding to all member inquiries in a prompt and professional manner.
- Lead a team of highly motivated and well-trained member services staff to ensure the credit union’s professional image is maintained by delivering services efficiently, in a professional manner, and in compliance with existing regulations and policies.
- Handle escalated and complex member issues knowing when to see guidance from a higher authority or consulting with other departments.
- Serve as a vault teller ensuring sufficient cash is on hand and fill/troubleshoot the ITM/ATM.
- Schedule employees based on transaction volume trends to ensure sufficient coverage.
- Participate in interviews to select quality applicants for vacancies in coordination with Human Resources.
- Conduct performance evaluations and disciplinary matters by providing feedback on individual team members’ performance knowing when to seek guidance from Human Resources.
- Coordinate the training schedule for new team members and ongoing training needs for the team.
- Solicit feedback from team members regarding logistics and pain points to recommend process improvements and efficiencies.
- Represent the Ishpeming member services team in credit-union wide initiatives.
Knowledge, Skills & Abilities:
- Strong knowledge of member service functions
- Strong knowledge of all credit union policies, products, and services
- Strong knowledge of external regulations
- Excellent customer and member service skills
- Excellent interpersonal, oral and written communication skills
- Strong critical thinking and problem-solving skills
- Organized with good attention to detail ensuring high accuracy and low error rates
- Ability to organize work, train new employees, coach and motivate a team of staff
- Ability to work independently, take initiative, and exercise good judgement
- Ability to work as part of a larger organization-wide team
- Ability to maintain a calm demeanor in stressful situations
- Ability to handle sensitive information in a confidential manner
- Ability to accurately and efficiently perform required computer tasks including word processing, spreadsheets, email, and other web-based applications
- Maintain a positive attitude and work proactively and collaboratively with others at all levels of the organization and with external stakeholders
Minimum Education: High School Diploma
Minimum Experience: One year of leadership experience in a customer service environment
Preferences: Post high school education or training
Experience in a financial institution
Supervisory experience
Compensation: Minimum $19/hour. Compensation is commensurate with qualifications/experience. Full benefit package including:
- Health, Dental and Vision Insurance (Stipend for Waiving Coverage)
- Flexible Spending or Health Savings Account
- Employer Paid Life Insurance
- Employer Paid Short-Term/Long-Term Disability Insurance
- 10% Employer 401k Retirement Contribution (after 6 months)
- Paid Time Off (3 weeks to start, 4 weeks after 1 year)
- Paid Time Off to Volunteer (2 days per year)
- Paid Holidays
- Tuition Reimbursement
Job Type: Full-time
Pay: From $19.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Work Location: In person
Salary : $19