MSR Team Lead & Backup Lead – Branch Operations

CLASSIFICATION

Full Time, Non-Exempt

POSITION

REPORTS TO:

Branch Manager

POSITIONS SUPERVISED:
Branch MSRs

The Lead MSR is responsible for the scheduling, training, and directing the workflows and assignments of the branch MSR team. The Lead MSR is a problem solver, capable of researching member complaints and system discrepancies.

The Backup Lead MSR is responsible for assisting the Lead MSR in directing the workflow and assignments of the branch MSR team. The Backup Lead MSR is a problem solver, capable of researching member complaints and system discrepancies. The Backup Lead MSR takes over the duties of the Lead MSR in their absence.

• Process transactions for members, including but not limited to cash withdrawals, deposits, transfers, account opening, account maintenance, wires, and card maintenance requests.
• Provide written input and assist in the delivery of performance evaluations to employees in the branch MSR team.
• Be proficient in all responsibilities of an MSR. Lead by example through providing exceptional member service and participating in credit union sponsored activities and promotions.
• Schedule work assignments in a fair and consistent manner following approved work policies.
• Responsible for management of cash in the vault, ATM, and daily cash balancing.
• Ordering cash from the Federal Reserve and validating ordered and received cash will be performed as needed.
• On a periodic basis the Lead/Backup Lead MSR will participate in audit cash counts.
• Subject Matter Expert in all processes relating to SOPs, core system functionality, policies, and appropriate regulations and laws relating to financial institutions.
• Perform any other duties as assigned.

• Core System transaction competency. Be proficient in all Core system transactions enabling them to provide solutions to all member transaction requests. This competency will be evaluated annually as part of the performance evaluation process. Executing the transaction correctly the first time will be the performance metric, along with over/short and voids.
• Policy / Procedure/ Regulatory Knowledge. Understand and uphold all policies and procedures related to the business they conduct. Know and uphold all regulatory requirements, including, but not limited to, BSA, Funds Availability, and Regulation Z. This competency will be evaluated annually as part of the performance evaluation process.
• Product / Service Knowledge. Understand and promote all of the products and services offered by MC. This includes ongoing promotions, advertised specials, and community messaging. This competency will be evaluated annually as part of the performance evaluation process. Specifically:
• Basic knowledge of products and services. Service members by opening new accounts and referring members to the Loan Officer for lending products.
• Basic knowledge on loan product offerings (Home Equity, 1st Mortgage, Auto Loan, Student Loan, Credit Card, Personal Loan). Assist in making the member an appointment with the Loan Officer.
• Basic knowledge of MC electronic product offerings for Digital Banking, Bill Pay, Audio Banking, and remote deposit. Specifically, ability to enroll, unlock, reset, or de‑enroll on a daily basis.
• Demonstrate Leadership. Promote a cohesive and positive work atmosphere through the effective management of the MSR team. Provide support and feedback to MSRs within the team, assisting with establishing goals, providing training, completing performance evaluations, and other leadership duties.
• Confidentiality Expectations. All member information is protected on a need‑to‑know basis. Lead MSRs must address this requirement with full attention. Violations in this area are grounds for termination.
• Dependability. Accurately report time worked into the employer identified timecard system per established deadlines. Attendance and punctuality at work is critical.

High school diploma or equivalent GED. Associates degree preferred but not required.

• Working knowledge of data processing procedures and personal computer applications
• Le…