Member Services Supervisor

Looking for a career, not just another job? Tru North Federal Credit Union offers a work/life balance, competitive wages, excellent comprehensive benefits, and a fun work environment. We recognize our employees as our most valuable assets and are committed to investing in their professional development for continued success.

We are looking for a motivated individual who thrives in a fast‑paced, service‑oriented role and shares our passion for helping people as a Member Services Supervisor in Marquette, MI.

Health Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending and Health Savings Accounts

Other Benefits

• Competitive Salary
• 10% Employer Retirement Contribution
• Tuition Reimbursement
• Short‑Term and Long‑Term Disability
• Employee Assistance Program
• Life Insurance

Tru North Federal Credit Union is an Equal Opportunity Employer.

Location: Marquette, MI

As a full‑time, non‑exempt position reporting to the Branch Manager, the Member Services Supervisor will lead the Marquette member services team. This role involves working 40 hours a week and frequently working until 6 pm. Responsibilities include overseeing daily operations such as account openings and closures, processing deposits and withdrawals, assisting with account issues, performing account maintenance, and addressing member inquiries regarding credit union products and services.

This role requires excellent customer service skills, attention to detail, and the ability to work effectively within a team.

• Provide excellent internal and external member service, responding to all member inquiries in a prompt and professional manner.
• Spend a majority of time working on the teller line as the lead teller processing customer transactions, overseeing cash withdrawals and check deposits, and helping customers open or close accounts.
• Lead a team of highly motivated and well‑trained member services staff to ensure the credit union’s professional image is maintained by delivering services efficiently, in a professional manner, and in compliance with existing regulations and policies.
• Handle escalated and complex member issues, knowing when to seek guidance from a higher authority or consult with other departments.
• Serve as a vault teller, ensuring sufficient cash is on hand and filling/troubleshooting the ITMs.
• Serve as the Branch Manager's backup by assuming assigned responsibilities.
• Schedule employees based on transaction volume trends to ensure sufficient coverage.
• Participate in interviews to select quality applicants for vacancies in coordination with Human Resources.
• Conduct performance evaluations and handle disciplinary matters by providing feedback on individual team members’ performance, knowing when to seek guidance from Human Resources.
• Coordinate the training schedule for new team members and ongoing training needs for the team.
• Open, maintain, and answer questions regarding IRAs, CD’s and other financial products.
• Solicit feedback from team members regarding logistics and pain points to recommend process improvements and efficiencies.
• Represent the Marquette member services team in credit union‑wide initiatives.
• Proactively engage with frequent members to nurture and strengthen enduring relationships, ensuring their needs are met and fostering long‑term loyalty.
• Facilitate transparent and consistent internal communication, keeping team members well‑informed and aligned with organizational updates and initiatives.
• May assist with loan‑related duties, including processing loan applications and providing information on loan products, as needed.

• Strong knowledge of member service functions.
• Strong knowledge of all credit union policies, products, and services.
• Strong knowledge of external regulations.
• Strong knowledge of IRAs, CDs, and other financial products, with the ability to assist members in selecting appropriate options.
• Basic knowledge of special accounts such as businesses, trusts, etc.
• Excellent interpersonal, oral and written communication skills.
• Strong critical thinking and problem‑solving skills.
• Ability to organize work, train new employees, coach and motivate a team of…