MSA Supervisor Hawthorne (INTERNAL ONLY)

POSITION PURPOSE: A person in this position is responsible for effective operation of all member service functions. Is responsible for general training and supervision of Member Service Associates. Oversees provision of a full range of services (including phone and mail) to members and prospective members. Performs MSA functions as appropriate and actively cross sells credit union services. Complies with all state and federal regulations as well as company policies and procedures.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the supervision of member service associates. Ensures and maintains effective performance of member service operations.  

a. Ensures that all member service associate functions are correctly performed in accordance with established polices, standards, and federal regulations. Ensures that all security procedures are followed.

b. Assigns rotation of duties to employees as appropriate. Reviews and applies appropriate determination on employee leave requests and schedules for absences accordingly.

c. Cross train employees on various daily duties to ensure effective line operations.

d. Answers employee questions, provide solutions, and assists with complex transactions and escalated member situations.

e. Investigates MSA out of balance conditions and institutes corrective procedures. Ensures that each MSA balances at the end of each day and that all monies are secured in accordance with established procedures. Records and reports Teller outages.

f. Performs collection process as needed when processing member transactions. This includes reading all required notes, warnings, and contact managers. Follows instructions from collections department when required.

g. Responsible for ensuring adequate cash management for effective branch operations.

h. Ensures ATM , cash recycler, and debit card machine are filled and functional.

2. Assumes responsibility for ensuring and effectively performing member services functions.

a. Responsible for maintaining members account information. Including e-mail addresses,     identification, signatures, occupation, home, work, and cellphone numbers.

b. Presents and explains credit union services and products to members and assists in meeting their financial needs. Appropriately closes accounts. Orders checks for members' accounts. Completes payroll deduction and authorization forms.

c. Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Resolves member bookkeeping and checking account problems. Processes stop payment orders.

d. Directs members in person and via telephone calls. Responds to inquiries and questions if possible or refers them as necessary. Records and relays messages.

e. Performs file maintenance and account changes as needed. Ensures all appropriate documentation is collected and scanned into the system and filed correctly and timely.

f. Keeps members informed of credit union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services.

g. Actively cross sells credit union products and services.

h. Takes responsibility for errors found and corrects deficiencies promptly. Utilizes available resources for corrective action as prescribed.

i. Maintains and projects the credit union's professional and ethical reputation. Maintains privacy of member account information.

3. Effectively supervises area personnel, ensuring optimal performance

a. Keeps direct supervisor informed of area activities; reports suspicious or concerning activity as required.

b. Oversees and leads MSA meetings and training as necessary.

c. Provides leadership to personnel through effective objective setting, delegation, and communication.

d. Ensures that personnel are well trained, effective, and meeting or exceeding expectations. Provides instruction regarding policy, procedure, and service and product offerings. Assists and acts as a mentor for new MSA employees.

e. Tracks individual employee progress and is responsible for performance appraisals as required. Provides support and suggestions for employee improvement. Addresses employee discipline issues as appropriate.

f. Assists and supports personnel as needed.

4. Assumes responsibility for establishing and maintaining effective communication and coordination within department and area personnel as well as management.

a. Coordinates MSA duties and responsibilities with related functions within and outside of the department.

b. Keeps direct manager informed of area activities and of any significant problems. Provides suggestions for improved service.

c. Completes required reports and related documents promptly and accurately.

d. Attends meetings and training as required.

5. Assumes responsibility for related duties as required or assigned.

a. Ensures that work area is clean, secure, and well maintained.

b. Performs other duties as assigned.

c. Assists other departments as needed or required.

PERFORMANCE MEASUREMENTS

1. Member Service Associates functions are efficiently, accurately, and effectively performed in accordance with established policies, standards and regulations.

2. Security procedures are understood and adhered to by all Member Service Associates.

3. Monies are balanced and any discrepancies promptly resolved.

4. Member Service Associates are appropriately directed, assisted, and supported.

5. Appropriate business relationships are maintained. Member problems or questions are courteously, and promptly resolved.

6. Demonstrates and maintains appropriate working relationships and coordination with subordinates, management and co-workers. Cultivates a positive and inclusive team work environment.

7. Required reports and records are accurate, complete, and timely.

8. Promotes, maintains, and upholds the credit union's professional and ethical reputation.

9. Transaction levels, balancing, errors, etc. are in line with credit union standards.

10. Employee performance is appraised accurately and effectively through use of coaching, performance reviews, and discipline.

11. Ensures direct manager is appropriately informed of area activities.

12. Must receive a minimum score of (3) within each competency of the performance review to qualify for tier advancement.

QUALIFICATIONS:

Education/Certification:
Minimum
High school diploma or equivalent required.

Required Knowledge:
A thorough knowledge of Teller and Member Service Associates operations and procedures. Sufficient understanding of products and services . Understanding of the Credit Union philosophy. Knowledge of basic accounting principles. Must complete all regulatory compliance training annual as outlined in:

REQUIRED COMPUTER SKILLS:          Must possess the skills to effectively operate applicable computer software such as: Microsoft Office Suite and data processing systems.
 

     Experience Required:
Two (2) years of experience working as a member service associate or teller at full-service financial institution
preferred.
Prior supervisory experience helpful.

Skills/Abilities:
Must be able to communicate effectively and professionally utilizing all forms of business communications.
Must maintain a clean and professional appearance. Must understand basic operation of computer and other office equipment. Must possess supervisory and training capabilities. Demonstrates appropriate math skills.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Talking:
Must possess the ability to communicate in English. Must be able to read and comprehend business communications. Must possess the ability to communicate effectively utilizing all standard forms of business communication.

Average Hearing:
Able to hear average or normal conversations and receive ordinary information.

Finger Dexterity:
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Repetitive Motion:
Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities:
Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate standard office equipment.

Physical Strength: Must be able to sit or stand for long periods of time. Must be able to lift at least ten (10) pounds individually, or twenty (20) pounds using a team lift.  

WORKING CONDITIONS

None:                                       Typical office environment.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability:             Must be able to exercise independent judgement while carrying out basic instruction. Must be able to effectively resolve minor to moderate member and employee related issues with appropriate supervisory authority. Must be able to exercise independent judgement within appropriate level of authority.

Mathematical Ability:      Ability to perform basic math skills and use decimals to compute ratios.

Language Ability:               Employees are expected to communicate effectively and professionally with members and staff. English will be used when communicating with members, co-workers and other business affiliates who speak only English. Members who express a preference for another language are an exception to this rule. All task directions and work directives will be provided in English. Employees engaged in team-related work efforts or project teams will be expected to communicate in English. FHCU remains committed to its diversity efforts, which include the use of languages in the workplace other than English. When specific business and operational requirements necessitate the use of English, all employees are expected to comply.

                                                 INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.  They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.  Well-constructed job descriptions are an integral part of any effective compensation system. 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.