East York Member Service Supervisor - Head Teller

Organization Description

First Capital Federal Credit Union is a full-service financial institution serving the needs of members throughout York County, Pennsylvania, and the United States. 

Membership in the Credit Union is open to all employees and their families of companies within our field of membership. 

Our mission statement is the financial wellbeing of members and dedication to our community come FIRST.

General Summary

The Member Service Representative Supervisor leads their team to provide exceptional service experiences to our membership and is accountable for the effective and efficient operations, sales activity, and supervision of the Member Service Representative team. The Member Service Representative Supervisor is responsible for meeting established sales goals and acting as a leader in the branch.

The Member Service Representative Supervisor must carry out the essential duties of this position in a manner that consistently demonstrates our mission, vision, and core values of the organization in a positive manner.

Tasks, Duties & Functions

• Responsible for the effective and efficient operations and supervision of the Member Service Representative area.
• Monitors and achieves operational compliance in accordance with the established policies, procedures, and guidelines of First Capital Federal Credit Union.
• Ensures a high level of accuracy in all work leaving the branch.
• Maintains a highly motivated, well-trained Member Service Representative staff. Establishes and maintains effective employee relations.
• Ensures that all Member Service Representatives are trained and cross-trained in all phases of their job functions.
• Operates a cash drawer to include but not limited to deposits/withdrawals, check cashing, loan payments, cash advances, transfers, balancing independently and complies with the accuracy standards established for this position.
• Responds to inquiries/problems and may handle more complex services/transactions.
• Assists in the posting of general ledger accounts and file maintenance on opened/closed accounts and safe deposit boxes.
• Responsible for the security and accountability of the Vault cash, to include the buying/selling of funds to Member Service Representatives and the daily balancing of the vault cash.
• Responsible for the ordering and shipping of cash to/from the Federal Reserve.
• Responsible for the ATM settlement, monitoring of ATM equipment and ordering of supplies. Must inform Branch Manager of any mechanical problems with the ATM Machine and/or alarms.
• Assists Member Service Representatives in balancing and submits reporting daily/weekly/monthly to the Branch Manager for shortages/overages.
• Leads the Member Service Representative team to educate members on options for managing financial transactions by leveraging technology, tools, and resources.
• Opens and assists members with new memberships, safe deposit boxes, IRA accounts and account maintenance.
• Meets established sales goals.
• Demonstrates sales and leadership skills and provides a positive role model for others.
• Maintains an up-to-date and comprehensive knowledge on all Credit Union products, services, and promotions. Actively involved in cross-selling Credit Union products and services
• Effectively utilizes sales skills to promote Credit Union products and services by explaining features and benefits; resolves member problems by suggesting alternatives; and listens for cues and determines memberâ€s needs.
• Coaches, trains and monitors sales and service with the branch on a day-to-day basis to ensure high quality of service for members while maximizing opportunities and cross-selling to assist members with their financial needs.
• Keeps Branch Manager informed of any issues that are impactful to the operations of the branch.
• Maintains adequate supplies for the operations of the Member Service Representative area.
• Participates in Credit Union community-related activities and community service initiatives.

 Note: This list of essential functions is not exhaustive. It may be supplemented as necessary.

 Knowledge & Skills

• Requires completion of high school diploma or equivalent.
• Two to three years of supervisory experience is preferred.
• Demonstrated coaching experience in a retail or banking service/sales environment.
• Experience identifying opportunities and selling products and services to members.
• Demonstrated ability to understand member related technology, software and operate standard office equipment, to include Microsoft Office and Outlook.
• Ability to work a flexible schedule which may include possible evening or weekend hours based on branch needs.
• Attention to detail, accuracy and strong verbal and written communication skills.
• Ability to work in multiple locations in York, PA area when assigned.
• Well-developed interpersonal and customer service skills for dealing with a diverse group of members and co-workers.
• Ability to independently balance cash drawers and comply with established policies and procedures and accuracy standards.
• Complete knowledge of Member Service Representative operations.
• Must be bondable.

Working Conditions

• Works in a well-lighted and ventilated office setting.
• Sitting, standing, bending, lifting, and navigating stairwells required during working hours.