Member Service Processing Supervisor

Job Overview

The Member Service Processing Supervisor will be responsible for leading the Member Service Processing department while also strengthening member service by ensuring accuracy of data at both the account level and member level and answering questions from the team and other departments.

What you'll Do:

• Responsible for department’s daily work and creating and/or executing on strategic priorities and department operational plans.
• Supervise and provide coaching and development for employees to ensure employees are engaged and effectively meeting expectations of their jobs.
• Budget, monitor and approve operational expenses including training, workforce, and other department expenses.
• Create and maintain collaborative internal and external relationships through internal peer groups / focus groups as well as various industry and/or community organizations both regionally and nationally.
• Monitor current trends and insights brought forward by various surveys or other voice of the employee and member methods.
• Serves as a resource for the Member Service Operations Processors as well as other departments.
• Lead the team that performs member research including verification of deposits and attorney verifications.  Maintain a working knowledge of these functions.
• Lead the team that does account level clean up and maintenance including check backs to ensure that data is accurate in our systems.  Continue to find ways to ensure the team is at maximum efficiency. 
• Maintain a working knowledge of the systems utilized for the deposit and member service functions in order to research and trouble shoot errors.   
• Responsible for required reporting of deposit functions to outside parties such as the state and federal entities.
• Assist with training as needed.
• Mentor and coach the Member Service Operations Processors on quality of their work and interactions with the teams we serve.
• Collaborate with manager on Strategic Initiatives that impact the department when necessary.
• Lead departmental projects or assist coworkers with projects pertaining to their tasks.
• Budget, monitor and approve operational expenses including training, workforce, and other department expenses.  
• Lead the team that does account level clean up and maintenance including check backs to ensure that data is accurate in our systems.  Continue to find ways to ensure the team is at maximum efficiency. Maintain a working knowledge of the systems utilized for the deposit and member service functions in order to research and trouble shoot errors.
• Maintain a working knowledge of policy and procedures to assist with audits, report review, managing exceptions and error resolution.
• Maintain a working knowledge of systems used to validate data and identify efficient ways to ensure accuracy of documentation.
• Responsible for required reporting of deposit functions to outside parties such as the state and federal entities.
• Working knowledge of Dupaco’s products and procedures, specifically deposit issues and membership benefits.
• Meet goals set for the department and the position.
• Enforce current account procedures according to the burst set by the Member Service Specialists, Compliance, and Fraud.
• Collaborate with other departments and the Data Team to ensure accuracy of reports and Member Service Data.
• Regularly review department procedures and tasks to determine if efficiencies can be made through automation or other avenues and work with fellow processors to implement changes.

What You'll Need:

• High school diploma or equivalent.
• Proficiency in computers; ability to learn in-house application software knowledge and the ability to manage various accounting programs and systems.
• Demonstrate complex problem solving and strong decision-making skills to solve problems in a timely manner.
• Must maintain confidentiality in all credit union matters.
• Must be self-starter with high energy and motivation.
• Strong interpersonal and communication skills to represent the Credit Union in a positive and professional way when dealing with membership, vendors, other financial institutions and other staff members.