Team Lead - Membership Service Representative (Credit Union)

Posted: 07/20/2023

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Primary Purpose:
Assist the Credit Union Manager or Director in the daily operations of the servicing of our Credit Union members at both Credit Union branches Provide technical support and training to Credit Union Membership Service Representatives (MSR) with our member's daily transactions and to handle the exception transaction cases to insure accurate administration of those member's transactions.

Minimum Requirements:

  1. Associates degree (A.A.) and 2 years of related experience; or equivalent combination of education, training, and/or work experience.
  2. Experience in the banking or financial industry
  3. Experience acting in a team lead capacity, or in a position requiring leadership skills.
  4. Strong customer servicing skills.
  5. Basic working knowledge in Microsoft Office applications, including but not limited to Word, Excel, Outlook, and PowerPoint.
  6. This position has exposure to cash transactions, so must be bondable. This is a condition of employment. 
Duties and Responsibilities:
  1. Assist the Credit Union Membership Service Representatives (MSRs) with daily workflow questions, member complaints or difficult inquires, and provides guidance on the interpretation of Credit Union policies and procedures. Coordinates the daily coverage of phones and the lobby area to ensure satisfactory and efficient servicing of our members. The Team Leads expected to assist in answering incoming phone calls or help in the lobby as needed to support shortage in staffing.
  2. Screens outgoing letters to members and documentation of Credit Union daily transaction procedures to ensure paperwork is complete and accurate for expeditious processing. Trains Credit Union Membership Service Representatives on correcting errors when found and assists Credit Union Manager or Director by documenting staff performance for PMP purposes.
  3. Conducts the daily operations and balancing of the main office branch and the Kapolei Credit Union Branch Office on Fridays.
  4. Reviews and updates the operational procedural manuals to ensure that the most current and accurate information to handle job assignments are being used. Recommends additional staff training needs to Credit Union management.
  5. May attend meetings and other functions on behalf of Credit Union Manager.
  6. Performs all other miscellaneous responsibilities and duties as assigned or directed.

Equal Opportunity Employer – Minorities/Women/Protected Veterans/Disabled

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