Lead Mss

Responsible for accurately processing financial transactions and being an effective source of information for members: in the branch, drive-thru window or by telephone. Can assist members with their financial needs by servicing transactions, counseling on product selection or use, opening new accounts and processing consumer loans. Proactively seeks out cross training opportunities to better assist members. Provides friendly, professional, and confidential assistance to members promoting positive member experience.

Major Duties and Responsibilities 

• Monitors the MSS team for quality assurance and provides coaching and development with consistent feedback to team members. Assist management with daily operation and provides feedback to management on a consistent basis. Provides coaching and assists with the training of other employees.

• Processes transactions, answers inquiries and resolves problems or discrepancies with member accounts. Obtains and accurately records information required for the provision of services. Conducts thorough examination to verify information, member identification and document legality and ensures confidential information is protected and secured. Accurately records transactions and reconciles cash drawer. Maintains limited occurrences and amounts of Over/Short per policy and returned checks.

• Maintains knowledge and thorough understanding of credit union processes, products and services to effectively assist members in the assigned capacity. Provides coaching and assists with the training of other employees as needed. Provides feedback to Branch Operations based on observations to identify and support continuous improvement.

• Proactively identifies and recommends products and services for the betterment of the member. Uses every encounter as an opportunity to advise or educate the member about additional services or programs that might benefit them. Maintains knowledge of product and service offerings. Demonstrates customer service skills, attentiveness, tact and diplomacy in dealing with members and co-workers.

• Troubleshoots and resolves member and internal inquiries in a timely, professional and accurate manner. Informs and advises member of status or enhancements to current account productivity and suggests resolution on account disputes and other account activity.

• Works actively toward individual, branch and credit union goals while ensuring quality service is provided. Seeks opportunities for to improve efficiency and communicates to leadership. Participates in cross training for personal growth.

• Complies with operations and security procedures. Maintains customer confidence and protects credit union operations by keeping information confidential.

• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.