Member Service Lead

Job Purpose

The Member Service Lead will manage deposits, withdrawals, and other financial interactions while providing excellent customer service and facilities coordinator. The Member Service Lead will also manage the Member Service Representatives in the office, ensuring smooth and orderly operation of teller lines and related functions. 

Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Lead Responsibilities:

• Manages daily branch operations as it relates to Member Service frontline staff.
• Oversees and assist with all branch tasks and assures they are completed in a timely manner.
• Maintains sufficient, skilled bank staff by providing ongoing training and cross-training opportunities.
• Performs monthly touch bases; ongoing training and coaching to direct reports.
• Reports bank drawer shortages and other discrepancies, ensuring that all differences are managed according to bank policies and practices.
• Assists Branch Manager with other areas of responsibility including Contact Center and New Memberships in Branch Manager absence.
• Understands and complies with Credit Union's BSA/AML program as applicable to job
• Performs other related duties as assigned. 

Member Service Duties:

• Conducts various banking transactions including cashing checks and accepting deposits.
• Issues bank and personal money orders, travelers' checks, E bonds, and correspondent drafts.
• Verifies important information including endorsements, dates, and identification, to cash or deposit checks and pay out funds.
• Records transactions into banking system, producing computer-generated receipts.
• Manages and monitors branch cash. Including ordering, ATM, and vault.
• Performs cash audits and tracks differences.
• Calculate daily transactions using appropriate technology, which may include computers or adding machines.
• Ensure all logs are up to date and procedures are followed.
• Demonstrates a helpful and friendly attitude.
• Identifies and capitalizes on opportunities to sell or promote new bank services.
• Maintains the teller area to ensure the safety of all negotiable and confidential records.
• Performs other related duties as assigned. 

Facilities Responsibilities:

• Serve as primary contact for vendors visiting the branch.
• Will be responsible for vendor scheduling, communication with relevant staff, and ensuring that vendors are properly escorted through the building.
• Works with management on various building projects and provides internal oversight of vendors who are working onsite.
• Assists in ensuring physical branch facilities correspond to Meijer Credit Union brand standards and identifies opportunities for improvement. 

Qualifications

• High school diploma or equivalent required.
• Previous experience working directly with the public is preferred.
• Excellent verbal and written communication skills.
• Thorough understanding of customer service.
• Excellent managerial skills.
• Above average knowledge of fundamental mathematics.
• Ability to be trustworthy and act with integrity.
• Ability to remain calm and to minimize panic in the event of a robbery.
• Understanding of banking regulatory matters and procedures for proper operation.
• Proficient with Microsoft Office Suite or similar software programs

Work Environment

This job operates in a professional office environment, and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Requirements

Prolonged periods sitting at a desk and working on a computer. Some filing may be required. This would require the ability to lift files, open filing cabinets, and bending or standing on a stool, as necessary. While performing the duties of this job, the employee is regularly required to talk and hear. The employee may be required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.