Lead Member Experience Associate

Job Details

Job Location:

Monroe, MI 48162

The Lead Member Experience Associate is responsible for executing established policies, procedures, and systems involving cashier operations and member service functions. This role coordinates, guides and directs, Member Experience Associates (MEA) addressing their questions, resolving complex issues, and overseeing balancing activities. The position ensures efficient teller line operations, adequate window coverage, and provides general training and supervision of Member Experience Associates.

Additionally, it oversees provision of a full range of services (including phone and mail) to members and prospective members, ensuring members are promptly and professionally served. Acts as a Financial Service Representative as needed and actively promotes Monroe Community Credit Union products and services, fostering an environment that produces exceptional member service in accordance with MCCU’s Passion Statement.

• Member Service and Value – Deliver exemplary service internally and externally in accordance with the credit union’s service standards and in a professional manner that projects confidence, knowledge, and ability to provide options and solutions to meet member needs within established policies and procedures. Interactions with members provide value and generate goodwill and a positive image of MCCU as a trustworthy financial institution.
• Accountability/Accuracy/Efficiency – Maintain a superior level of attention to detail and ensure accuracy in all transactions and activities performed. Organized and thorough in completing duties and a reliable team member. Ensure established processes and procedures are complied with and consistently executed. Display self-motivation. Accept responsibility for own actions and hold others accountable to maintain appropriate levels of performance in accordance with established policies and procedure.
• Team Player – Possess exceptional collaborative skills to work cross‑functionally with various departments and operational areas to solve problems and advance ideas and innovation. Maintain positive working relations with all credit union team members to achieve corporate and departmental goals and objectives. Treat people with respect; keep commitments; inspire the trust of others.
• Decision Making – Consistently apply superior data‑driven decision‑making techniques pertaining to job duties, inquiries, approvals, and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as a tool for development. Exercise good judgement in making decisions, ensuring appropriate supervisory approvals are obtained.
• Communication – Exhibit strong communication skills with internal and external stakeholders. This includes appropriate collaboration and engagement of staff and other higher‑level executives in information gathering and sharing, project management, and implementation of projects and other assignments. It also includes communication with vendors, members, and other external parties. Respond to inquiries or refer inquiries to the appropriate department or person and exhibiting the necessary follow through with members and/or staff involved.

• Supervise and lead the MEA team, ensuring accurate processing of various transactions such as check cashing, withdrawals, deposits, and loan payments.
• Assist in managing the MEA schedule to maintain appropriate staffing levels during peak and non‑peak periods.
• Perform branch opening and closing duties in the absence of the Branch Manager as needed.
• Replenish teller cash and ensure accurate balancing of day‑end totals, including running checks.
• Enforce compliance with vault/key control procedures.
• Balance and replenish ATM and cash dispensers under dual control.
• Order and verify weekly Federal Reserve cash shipments.
• Conduct surprise cash audits for all cash funds and submit reports to Management.
• Monitor and maintain vault, ATM, and dispenser cash limits in accordance with credit union policy.
• Demonstrate teamwork through positive interactions with all co‑workers.
• Actively engage and…