North Island Credit Union
MSR Supervisor (South Bay)
North Island Credit Union, Chula Vista, California, United States, 91911
General Summary
The MSR Supervisor's primary responsibility is managing, and when needed, participating in all aspects of day-to-day operations with an emphasis on risk mitigation, regulatory compliance, and maximization of sales and referrals. Additionally, under the direction of the Branch Manager, the MSR Supervisor position is responsible for providing leadership and direction to branch employees including staff development, motivation, and training.
Principal Accountabilities (80%)
Branch Operations and Risk Management: Handles back-office duties to include branch capture, employee timecards, key control, and cash advances. Direct oversight of branch controls and compliance to effectively manage risk and ensure positive internal audits and certifications. Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the credit union and its members assets. Monitors staff compliance with applicable laws, rules and regulations and credit union policies and procedures. Serve as primary operations officer and maintain proficiency in all policies and procedures. Review operational reports and complete monthly certifications within the prescribed timeframes. Responsible for overall branch security, safety, and loss prevention procedures. Member Experience
Ensures staff provide an exceptional member experience consistent with Credit Union standards; resolve escalated member complaints quickly, accurately, and timely. Ensure all staff is trained in first contact resolution and cross-trained in all areas necessary to provide timely and exceptional member service. Ensure staff is trained to process transactions accurately and efficiently Serve as a backup for Financial Service Representative or Member Service Representative when needed to ensure employee and member experience expectations are exceeded Staff Management
Along with Branch Manager, recruits, hires, and trains employees. Provides continuous coaching and mentorship to employees. Assist employees with career paths to ensure their success. Develop and manage employee schedules Ensures adequate staffing to meet member needs in the branch Creates and coordinates teller work schedules to include breaks and meal periods. Ensures compliance with wage and hour requirements for teller staff. Completes biweekly timecard tasks and ensure timely submission to Payroll. Secondary Accountabilities (20%)
Sales Management
Works with staff and Branch Manager to ensure branch and individual goals are met. Coaches and monitors staff to ensure consistent performance expectations are achieved. Recognizes and rewards achievements; designs campaigns and contests to support and achieve branch goals. Ensures all branch staff are knowledgeable in credit union products and services to appropriately offer these products and services to new members and potential members, and to deepen existing member relationships. New Member and Business Development
Prospects for new relationships. Conducts external sales calls, in person and by phone, to solicit new consumer and/or business relationships. Attend onsite school, community, and networking events that promote new member growth. Assists with validating data entry on system-approved loans and quality control of loan files. Other
Performs other duties as assigned. Complies with BSA requirements as commensurate with position. Position Requirement and Qualifications
Abilities:
Strong leadership skills; high-level of integrity and professionalism; business development and sales skills; ability to multi-task; demonstrated resilience and adaptability; excellent organizational and prioritization skills; effective communication; ability to negotiate; able to analyze and solve problems; ability to make sound decisions; able to facilitate brainstorming process to design and implement in-branch sales promotions; effective in motivating and retaining employees to accomplish sales goals.
Knowledge, Education, Certifications, Licenses:
Thorough knowledge of branch operations and branch sales; banking practices, regulations, policies, and procedures. Comprehensive knowledge of day-to-day banking operations and regulations to manage a retail branch office; proficiency with personal computers and programs and applications, such as Microsoft Office Suite, or equivalent. A bachelor's degree in business, Finance, or equivalent field preferred
Experience:
Requires a minimum of four to five years of experience in a financial institution, to include all areas of branch operations, new accounts, and consumer lending. Skills and abilities to handle all aspects of the position in a comparable environment or equivalent.
Position Requirements (Physical and Mental Activities):
Communication - Ability to clearly and accurately communicate instructions or ideas to co-workers in an appropriate manner. Ability to comprehend normal business conversations Manual Dexterity - Ability to use the fingers to make small movements such as typing or picking up general office objects. Movements frequently and regularly are required using the wrists, hands, and/or fingers Visual Abilities - Visual acuity necessary to prepare or inspect documents and products, or operate machinery Physical Strength - May be required to lift up to 10 pounds occasionally Reasoning Ability - Ability to carry out instructions and exhibit problem solving skills Mathematics Ability - Ability to accurately perform basic math functions including addition, subtraction, multiplication and division Language Ability - Exhibit effective written and verbal communication skills. Ability to read and comprehend job related materials efficiently. Ability to prepare written correspondence in a professional manner
Working Environment/Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate in a general business office with daily interaction with members, co-workers, and management. May include sitting for extended periods of time, frequent up/down motion, reaching downward or overhead from a sitting position, stooping, or bending.
Monday-Thursday, 9:00 a.m.-5:00 p.m., 6:00 p.m. (Friday), Saturday, 9:00 a.m.-2:00 p.m. 40 hours
The MSR Supervisor's primary responsibility is managing, and when needed, participating in all aspects of day-to-day operations with an emphasis on risk mitigation, regulatory compliance, and maximization of sales and referrals. Additionally, under the direction of the Branch Manager, the MSR Supervisor position is responsible for providing leadership and direction to branch employees including staff development, motivation, and training.
Principal Accountabilities (80%)
Branch Operations and Risk Management: Handles back-office duties to include branch capture, employee timecards, key control, and cash advances. Direct oversight of branch controls and compliance to effectively manage risk and ensure positive internal audits and certifications. Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the credit union and its members assets. Monitors staff compliance with applicable laws, rules and regulations and credit union policies and procedures. Serve as primary operations officer and maintain proficiency in all policies and procedures. Review operational reports and complete monthly certifications within the prescribed timeframes. Responsible for overall branch security, safety, and loss prevention procedures. Member Experience
Ensures staff provide an exceptional member experience consistent with Credit Union standards; resolve escalated member complaints quickly, accurately, and timely. Ensure all staff is trained in first contact resolution and cross-trained in all areas necessary to provide timely and exceptional member service. Ensure staff is trained to process transactions accurately and efficiently Serve as a backup for Financial Service Representative or Member Service Representative when needed to ensure employee and member experience expectations are exceeded Staff Management
Along with Branch Manager, recruits, hires, and trains employees. Provides continuous coaching and mentorship to employees. Assist employees with career paths to ensure their success. Develop and manage employee schedules Ensures adequate staffing to meet member needs in the branch Creates and coordinates teller work schedules to include breaks and meal periods. Ensures compliance with wage and hour requirements for teller staff. Completes biweekly timecard tasks and ensure timely submission to Payroll. Secondary Accountabilities (20%)
Sales Management
Works with staff and Branch Manager to ensure branch and individual goals are met. Coaches and monitors staff to ensure consistent performance expectations are achieved. Recognizes and rewards achievements; designs campaigns and contests to support and achieve branch goals. Ensures all branch staff are knowledgeable in credit union products and services to appropriately offer these products and services to new members and potential members, and to deepen existing member relationships. New Member and Business Development
Prospects for new relationships. Conducts external sales calls, in person and by phone, to solicit new consumer and/or business relationships. Attend onsite school, community, and networking events that promote new member growth. Assists with validating data entry on system-approved loans and quality control of loan files. Other
Performs other duties as assigned. Complies with BSA requirements as commensurate with position. Position Requirement and Qualifications
Abilities:
Strong leadership skills; high-level of integrity and professionalism; business development and sales skills; ability to multi-task; demonstrated resilience and adaptability; excellent organizational and prioritization skills; effective communication; ability to negotiate; able to analyze and solve problems; ability to make sound decisions; able to facilitate brainstorming process to design and implement in-branch sales promotions; effective in motivating and retaining employees to accomplish sales goals.
Knowledge, Education, Certifications, Licenses:
Thorough knowledge of branch operations and branch sales; banking practices, regulations, policies, and procedures. Comprehensive knowledge of day-to-day banking operations and regulations to manage a retail branch office; proficiency with personal computers and programs and applications, such as Microsoft Office Suite, or equivalent. A bachelor's degree in business, Finance, or equivalent field preferred
Experience:
Requires a minimum of four to five years of experience in a financial institution, to include all areas of branch operations, new accounts, and consumer lending. Skills and abilities to handle all aspects of the position in a comparable environment or equivalent.
Position Requirements (Physical and Mental Activities):
Communication - Ability to clearly and accurately communicate instructions or ideas to co-workers in an appropriate manner. Ability to comprehend normal business conversations Manual Dexterity - Ability to use the fingers to make small movements such as typing or picking up general office objects. Movements frequently and regularly are required using the wrists, hands, and/or fingers Visual Abilities - Visual acuity necessary to prepare or inspect documents and products, or operate machinery Physical Strength - May be required to lift up to 10 pounds occasionally Reasoning Ability - Ability to carry out instructions and exhibit problem solving skills Mathematics Ability - Ability to accurately perform basic math functions including addition, subtraction, multiplication and division Language Ability - Exhibit effective written and verbal communication skills. Ability to read and comprehend job related materials efficiently. Ability to prepare written correspondence in a professional manner
Working Environment/Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate in a general business office with daily interaction with members, co-workers, and management. May include sitting for extended periods of time, frequent up/down motion, reaching downward or overhead from a sitting position, stooping, or bending.
Monday-Thursday, 9:00 a.m.-5:00 p.m., 6:00 p.m. (Friday), Saturday, 9:00 a.m.-2:00 p.m. 40 hours