Member Experience Supervisor II

Overview

Under the direction of the Member Experience Manager I, II, III, the Member Experience Supervisor II is responsible for leading and managing daily branch operations in a more complex, mid-sized environment, ensuring high standards of accuracy, efficiency, and member service. Supervisor II oversees a broader range of operational activities, including more complex transactions and account structures.

Supervisor II focuses on advanced operational proficiency and quality control, while ensuring that employees consistently execute referral processes correctly and that referrals are fully worked and followed through. Supervisor II is also expected to contribute to branch sales goals through strong personal sales performance and by supporting the team's sales and referral activities.

Key Responsibilities

• Oversee daily branch operations at the teller line and platform to ensure smooth workflow, accuracy, and adherence to operational standards.
• Supervise, mentor, and support frontline staff, providing real-time coaching on teller and platform processes, systems, and procedures.
• Train employees on key operations: cash handling, transaction processing, opening deposit accounts, processing consumer loans within guidelines, and completing account maintenance, corrections, and service requests.
• Support branch sales, service, and referral goals by engaging members in needs-based conversations when assisting them, role-modeling expected behaviors, and reinforcing referral and service expectations with the team.
• Ensure sales referrals meet quality standards by checking correct processes, accurate documentation, detailed entries, and activity reports.
• Assist members at both the teller line and platform with transactions, account openings, and loan services, mainly to handle overflow, complex cases, and staffing shortages. These tasks help meet sales goals while focusing on efficient operations and teamwork.
• Monitor daily balancing, transaction accuracy, and documentation to minimize errors and operational risk.
• Handle escalated operational member issues and provide timely, professional resolutions.
• Ensure adherence to policies, procedures, security standards, and regulatory requirements in all branch activities.
• Perform audits and branch assessments and assist with implementation of corrective actions.
• Collaborate with the Member Experience Manager to ensure appropriate staffing, cross-training, and scheduling to meet member needs.
• Provide leadership coverage in the absence of the Member Experience Manager within delegated authority, ensuring continuity of branch operations and service.

Core Skill Competencies

• Communication: Clear and effective communication skills, both written and verbal.
• Leadership: Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.
• Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.
• Problem-Solving: Effective problem-solving skills to address and resolve member issues promptly.
• Organizational: Ability to manage multiple tasks and priorities in a fast-paced environment.
• Interpersonal: Strong relationship-building skills to foster a positive team environment and collaborate with other departments.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.
• Risk Management: Identify and mitigate risks.

Physical Demands

• Prolonged periods sitting at a desk and working on a computer.
• Occasional lifting of office supplies, up to 30 pounds.
• Occasional travel may be required for events, meetings, or conferences.

Qualifications

• Minimum 4 years of progressive experience in branch operations, including at least 2 years in a lead or supervisory capacity.
• Associate's degree or equivalent work experience required.
• Strong understanding of both teller and platform functions, including complex transactions, account structures, and error resolution.
• Experience working in a goal-oriented or sales-focused environment and supporting branch-level sales and referral results.
• Demonstrated ability to coach and develop employees to full operational proficiency and to maintain high referral quality and completion.
• Experience supporting audits, operational reviews, or corrective action plans.
• Flexible schedule, including evenings and weekends based on branch needs.
• Strong judgment, attention to detail, accuracy, and problem-solving skills.
• Professional presence and effective communication skills with both members and employees.

Role Scope

• Typically supports operations in a mid-sized branch of approximately $60-$100 million.
• Oversees and supports a frontline team of approximately 5-8 employees focused on teller and platform functions.