• Member Service Supervisor- Encinitas

    Job Locations US-CA-Encinitas | US
    Req No.
    Retail Operations
    Regular Full-Time
    Hours Per Week
    Monday-Thursday, 9:00 a.m.-5:00 p.m., 6:15 p.m. (Friday), Saturday, 9:00 a.m.-2:00 p.m.
  • Overview

    General Summary:

    Provide leadership and direction for all MSR level I & II staff.  Responsible for the development, motivation and training of MSR staff.  Ensure assigned staff provides exceptional member service. Responsible for maintaining audit integrity, risk management and branch security.  Respond to member inquiries timely and accurately.  Schedule MSR staff to ensure optimum service coverage and the even distribution of work.  Ensure the active participation of MSR staff in promoting and cross-selling credit union products and services.  Develop MSR staff in areas of product knowledge and cross selling skills.  Support branch management in the attainment of assigned goals.    Assist branch management in the planning and conducting weekly staff meetings.   Actively participate in weekly management team meetings.


    Encinitas Branch



    1. Assumes responsibility for exceptional member service; Supervision of MSR staff; ensures that adequate internal controls are in place; ensures adherence to all Regulatory/Compliance policies, including dual control cash procedures; manages lobby traffic during peak hours by greeting and directing members to appropriate staff; performs assigned duties with minimal direction.

    a. Provides exceptional member service.

    b. Provides training, motivation, evaluation and discipline of MSR staff.

    c. Oversees branch security, safety and loss prevention procedures.

    d. Processes MSR transactions and balances assigned cash drawer daily.

    e. Demonstrates a complete knowledge of credit union products and services.

    f. Adheres to the authorized FTE allotment to minimize overtime and not exceed salary/overtime budget

    g. Schedules staff to provide appropriate coverage to ensure exceptional member service.

    h. Safeguards assigned cash drawer, keys, combinations and passwords.

    i. Oversees branch balancing at the end of day.

    j. Reviews and initials MSR time cards.

    k. Conducts monthly cash audits and quarterly audits of negotiable items.

    l. Addresses and resolves member’s concerns and inquiries.

    m. Must comply with all State and Federal regulations that pertain to the job functions.

    n. Performs other duties as assigned. 

    1. Assumes responsibility for transaction overrides/approvals, promoting a positive image for staff to emulate and maintaining productive interactions with other departments. 

    a. Provides overrides and approvals on designated transactions, within assigned limit.

    b. Coordinates interaction with other departments, as needed.

    c. Assumes responsibility as a role model for staff.

    d. Provides training/ coaching to staff, as needed.

    e. Serves as a resource for the MSR staff, clarifying teller procedures.

    f. Assists branch management in planning and conducting weekly staff meetings. Participates in weekly management staff meetings.

    g. Fosters a sense of teamwork.

    1. Assumes responsibility for the promotion of credit union products and services and the attainment of assigned sales goals.

     a. Cross-sells credit union products and services to meet the needs of the member.

    b. Participates in all CCU promotion/referral programs and meet assigned sales goals.

    c. Identifies member financial needs to maximize cross-sell opportunities.

    d. Accountable for MSR staff’s referral production.

    e. Promotes a sales and service culture within the branch by incorporating staff training/ coaching towards the development of cross-selling skills and goal attainment.

    f. Supports marketing promotions.

    g. Supports and assists in the attainment of operational and financial goals and objectives. 

    1. Assumes responsibility for all other duties as requested or assigned.   

    The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.




    High School graduate; AA preferred.



    Basic computer skills; knowledge of MS Word and Excel preferred

    Knowledge of regulations related to financial institutions



    Two + years of previous cash handling and customer service experience

    One year of experience working in a bank or credit union

    Knowledge of regulations related to financial institutions

    Proven track record of consistently attaining assigned sales goals



    Excellent verbal and written communication skills

    Demonstrated leadership, team building and motivational skills

    Excellent sales skills

    Professional appearance and demeanor.



    Ability to clearly and accurately communicate instructions or ideas to co-workers in an appropriate manner. Ability to comprehend normal business conversations.


    Manual Dexterity:

    Ability to use the fingers to make small movements such as typing or picking up general office objects. Movements frequently and regularly are required using the wrists, hands, and/or fingers.


    Visual Abilities:

    Visual acuity necessary to prepare or inspect documents and products, or operate machinery.


    Physical Strength:

    May be required to lift up to 10 pounds occasionally.





    The working conditions are a general business office with daily interaction with members, co-workers and management, sitting for extended periods of time, frequent up/down motion, reaching downward or overhead from sitting position, stooping and bending.


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