Lead, Member Service Representative

The Lead MSR serves as a working leader and subject matter expert on the frontline, supporting day-to-day branch operations and ensuring the delivery of exceptional member service.

Requirements

• Perform a full range of teller transactions with accuracy and efficiency.
• Promote credit union products and services aligned with members’ financial needs.
• Resolve escalated member concerns in a professional and solution-oriented manner.
• Assist in opening/closing procedures and daily branch balancing tasks.
• Assist with scheduling and daily workflow management.
• Act as the go-to resource for MSRs, assisting with complex transactions or questions.
• Support onboarding, training, and coaching of MSRs.
• Provide real-time feedback and performance guidance to MSRs.
• Monitor branch cash levels and assist with audits and compliance tasks.
• Ensure adherence to policies, procedures, and security guidelines.
• Travel between designated branches as needed to provide support.
• Support home equity closings.
• Lead by example in sales, service delivery, and product knowledge.
• Performs other job-related duties as needed.

Benefits

• Comprehensive medical, dental, and vision coverage
• Dollar for dollar 401(k) match
• Up to four weeks of paid time off
• Education assistance
• Employee Assistance Program
• Paid and unpaid volunteer opportunities