Member Service Representative Supervisor

Job Summary:The Lead Member Service Representative (Lead MSR) supports the daily operations of the branch and ensures high-quality service delivery to credit union members. This position acts as a senior resource for other Member Service Representatives, provides training and support, resolves complex member issues, and assists with operational tasks. The Lead MSR sets the tone for excellent member experiences while helping maintain compliance and branch efficiency.Key Responsibilities:Greet members in a courteous and professional manner, in person, by phone, or via digital channels.Perform all functions of a Member Service Representative, including handling member transactions (deposits, withdrawals, transfers, loan payments), opening and closing accounts, and assisting with basic loan applications.Serve as a subject matter expert and primary point of contact for MSRs needing guidance or support.Provide coaching, training, and mentoring to MSRs to ensure quality service and adherence to policies.Assist branch leadership with scheduling, delegating daily tasks, and monitoring transaction flow and lobby traffic.Resolve escalated member concerns and ensure a positive member experience.Help monitor branch operations to ensure compliance with credit union policies, procedures, and regulatory requirements.Assist with audits, cash balancing, vault duties, and end-of-day reconciliation as needed.Recommend improvements to member service processes and promote a culture of service excellence.Actively promote credit union products and services, identifying opportunities to deepen member relationships.May serve as acting supervisor in the absence of VP of Operations.Take Lead or Assist in various projects given by Supervisor or Management.Qualifications:High school diploma or equivalent required; some college or banking coursework preferred.2–3 years of experience in a credit union, bank, or financial services environment.Strong knowledge of credit union products, services, and systems.Proven member service and problem-resolution skills.Leadership or team lead experience preferred.Ability to handle confidential information and perform tasks with accuracy and integrity.Proficient in Microsoft Office applications.Strong communication, organizational, and multitasking abilities.