Member Services Supervisor

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The incumbent in this position is responsible for supporting the overall administration, supervision and coaching of the branch office in a needs-based selling environment. Work involves daily supervision of branch member service quality, ensuring the operational integrity and branch compliance, and coaching the staff. Resources to do the job require reliance on technical expertise of credit union policy and procedures.

 Administrative Responsibilities:

Manage the Sales Tracking and Referral program. 

Maintain member marketing lists ensuring that information is current and accurate. 

Responsible for monthly compliance audit. 

Responsible for tracking employee time through ez labor. 

Responsible for tracking / coordinating branch telemarketing program for outbound calling initiatives (minimum of twice monthly).

Advocacy and Quality Service:

Role model for quality service and advocacy behaviors within the branch environment.  

Lead and demonstrate excellence in service and upholds the CARES model in all aspects of serving the Alliant member.

Conduct front-line member service observations, identify deficiencies in service levels and provide needs based coaching efforts to the employee as well as recommendations to the Branch Manager to increase quality and member advocacy within the branch.

Lead team efforts in the planning of member appreciation events and local promotions. 

Demonstrate expert-level understanding of credit union products and services and effectively resolves complex and escalated service issues with limited supervision by the Branch Manager. 

Independently process all financial transactions on member’s accounts: deposits, payments, contributions, withdrawals, transfers, loan advances, disbursements and product and service maintenance. Review, qualify, open and close account membership.  

Sales and Community Outreach:

Consistently build and expand member relationships utilizing the needs based approach, whereby product solutions and services are recommended to the member based on member’s triggers/clues and referrals.  

Responsible for contributing and coaching branch sales goals, referrals and the utilization of the Sales Tracking and Referral tool. Being a role model for generating referrals and uncovering needs while on the teller line, show coaching and on the spot coaching with Branch Member Service Representatives.

Assist with seminar preparations. Duties may include assembling seminar packets, making room arrangements, keeping lobby materials well supplied and current.

Evaluate member’s financial needs and refer new sales opportunities to Branch Lending and Product Specialists, Branch Manager, and up-sells credit union products and services through the use of the Sales Tracking and Referral Tracking tool.

Participate in new membership drives and events including outside of normal business hours, in addition to participating in chamber/networking events as needed.

Required to support branch loan sales goals by identifying loan and credit card opportunities and cross selling ancillary products. 

Responsible for originating, closing and completing follow-up on loans completed at branch. 

Act as role model to staff in asking for referrals and uncovering potential business contacts.  

Responsible for maintaining personal loan pipeline.

 Personnel Management:

Provide support to Branch Manager by supervising front-line Branch Member Services Representatives.

Coordinate branch payroll and staffing schedules.   

Responsible for training, coaching and mentoring new employees. 

May assist the Branch Manager with selection and hiring of additional staff and in performance management.

Compliance and Operations:

Facilitate branch self-audits under the supervision of the Branch Manager.  

Ensure overall appearance of the service center adheres with organizational standards.  

Coordinate branch marketing campaigns and ensure that all collateral material and forms are current and accessible to members.  

Serve as primary custodian and liaison for ATM, consignment items, and annual compliance certification of branch employees.  

May be responsible for daily opening and closing of the service center.

Decision new accounts for opening under the review process.

 Suggested Training and Experience:

High School graduate and minimum two years experience in banking, customer service and/or sales; or an equivalent combination of training and experience. Good computer skills and basic financial mathematics. Prior experience working in a financial institution preferred. Demonstrates the ability to generate new lending and ancillary product referrals and contributes to the completion of overall branch sales objectives. Ability to become familiar with all loan products and to position products to members. Ability to read and analyze credit reports, disburse loans, and enter loan applications with manager supervision. Consistently able to research and resolve routine and more complex member service issues. Ability to help and coach new employees by proactively showing them how to perform tasks and provide member service more efficiently and effectively. Demonstrates high level of member focus. Individual branch member service observations by manager must meet 95% or greater average YTD or for previous six months. 10% travel, some evenings and weekends required.


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