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Careers
| Location: Black River Blvd., Rome, NY |
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| Supervisor, Member Service Specialists |
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| Purpose |
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To lead, direct and supervise all daily MSS II area operations and staff within established policies and guidelines. To build and maintain efficient, accurate day to day operations, professional and quality member sales and service, and member relationship building activities. To train and develop staff assigned to the department. Work is subject to review and/or audit without prior notice by Management, Supervisory Committee, auditors and/or Federal examiners. |
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| Roles & Responsibilities |
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- Supports AmeriCU's Mission and Vision
- Looks for opportunities to refer products and services to members, and build and expand member relationships. Must actively manage staff to meet or exceed referral goals that support the Balanced Scorecard KPI's and develop a worksheet for each MSS II and track her/her individual goals. Ensure staff looks for opportunities to refer products and services to members and build and expand member relationships.
- Adheres to and coaches MSS II line to meet Financial Center goals.
- May be responsible to prepares and performs Monthly and Quarterly MSS II follow-ups and MSS II's Annual Reviews with the Financial Center Manager. May also prepare and perform Corrective Action Notices with Financial Center Manager. Ensures proper staffing through scheduling of personnel.
- Complies with all policies and procedures. Ensures that policies and procedures are accurately and uniformly adhered to for each person under his/her supervision in terms of member sales and service, transaction processing, adjustments, balancing, clearing imbalances, transfer of cash, etc. Advises Financial Center management of all inconsistencies and recommends changes in procedures.
- Performs all window services or Member Relationship Advisor I duties in a timely and accurate manner. Ensures that MSS II stations are adequately staffed as required including, but not limited to, lunch/break periods, peak traffic times, vacations and illnesses
- Prepares, or assigns to be prepared, all reports pertaining to the MSS II operation including traveler’s checks, money order, over-short, cash advance and daily inventory report.
- Responsible for maintaining traveler’s check log, traveler's check reconciliation, vault opening and closing log, visitor's log, drawer key log, lock box log, $3,000 log, daily cash out log, Excessive Cash and CTR/SAR reports.
- Provides Financial Center manager with cash requirements on a weekly basis. Responsible for ordering funds and returning funds to the Fed. Maintains and provides cash level on a weekly basis. Regularly checks that accuracy of build-to-levels and makes any necessary changes.
- Has overall responsibility for security of all currency utilized in the department including verification of currency received, storage of currency and currency dispensed to MSS II's. Responsible for maintaining and changing bait money and conducting monthly MSS II drawer audits
- Has check signing authority for official checks.
- Assigns and dispenses workload to ensure maximum utilization of staff. Oversees on the job training and development. Holds bi-weekly MSS II meetings as needed.
- Ensures security for safes, MSS II stations and building equipment. Completes or ensures completeness of monthly security report.
- Assists in providing coaching and guidance to MSS II's in practices and procedures, including robbery and regulatory compliance.
- Maintains confidentiality of member account information. Follows established policies and procedures in responding to inquiries and requests.
- Interviews and makes recommendations to Financial Center manager regarding the hiring of personnel.
- May perform user privilege changes.
- Responsible for all ATM balancing and CDM balancing, Quick Change Machine and kiosk balancing as applicable.
- Responsible for completion of weekly TWS maintenance.
- May be responsible for safe deposit boxes (agreements, changes, payments, balancing), if applicable.
- Promotes a positive working environment and aids in resolving employee and member grievances.
- Maintains confidentiality of member account information. Follows established policies and procedures in responding to inquiries and requests.
- May act as Employee in Charge as needed.
- Will supervise Seasonal Tellers as needed.
- Consistently maintains professional attire.
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| Reports To |
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This position reports to the Financial Center Manager |
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| Qualifications |
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- Associates degree or equivalent experience. Good interpersonal skills
- Experience in sales, services, cash handling and supervision
- Ability to lead and direct the work of other
- Proven leadership qualities in supervisory capacity including excellent communication skills.
- Keyboard/computer experience
- Ability to adapt to a flexible schedule
- Ability to work independently with minimum supervision
- Ability to model, collaborate, build and foster high performance teamwork with other Supervisor, MSS II's and Financial Center Staff
- In-house candidate must be proficient in all duties including Principles of Banking, Reg. CC training and exam and Bank Secrecy training and exam
- Bilingual preferred.
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This position is Full Time
Visa sponsorship is not available for this position. |
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