Job Title: Member Service Representative (MSR) Manager

Reports To: Operations Manager
Manages: Member Service Representatives  
Employment Type: Full-Time

At Aspire CFCU, we’re committed to improving the financial lives of our members and strengthening our community. We believe in personalized service, financial education, and delivering exceptional member experience every day.

Position Summary

The Member Service Representative (MSR) Manager oversees the daily operations of the member service team to ensure efficient, professional, and high-quality member interactions. This position is responsible for leading, coaching, and developing MSRs to achieve performance goals in sales, service, and operational excellence.

Key Responsibilities

• Supervise, train, and mentor Member Service Representatives to ensure superior member service and adherence to credit union policies.
• Monitor daily operations, teller transactions, and problem resolution.
• Daily vault balancing, ensuring the vault is suited for daily and weekly operational needs.
• Coach team members on cross-selling and promoting credit union products and services to meet individual and team goals.
• Handle complex member inquiries, complaints, and escalations with professionalism and efficiency.
• Build and maintain strong member relationships through active listening and personalized service.
• Ensure compliance with all credit union policies, procedures, and federal/state regulations.
• Conduct regular performance evaluations, set goals, and provide ongoing feedback and development plans.
• Collaborate with other departments to ensure smooth delivery of member services and consistent communication.
• Support branch operations as needed, including assisting with audits, balancing, and end-of-day procedures.
• Assist with daily branch operations, compliance, documentation, and reporting
• Recommend appropriate banking solutions based on individual and business member’s needs.
• Contribute to a positive, team-oriented work environment focused on delivering excellent customer experiences.

Experience:

• High school diploma or equivalent required
• Minimum of 3 years of experience in financial services or retail banking
• At least 1 year in a supervisory or leadership role
• Strong leadership and communication skills
• Proven ability to lead a team and deliver excellent customer service
• Solid organizational and problem-solving skills
• Proficiency in Microsoft Office and ability to learn internal systems quickly
• Strong knowledge of credit union products, services, and regulations (Reg CC, Reg E, BSA, etc.).

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
  Vision insurance
• Dental insurance
• Disability insurance
• Life insurance
• Health savings account
• Paid time off
• Bereavement leave
  Employee discount
• Opportunities for advancement

Schedule:

Monday to Friday
Rotating shift
Occasional weekends
Work Location: In person

How to Apply

Please submit your résumé and a cover letter to Briannaw@aspire.creditunion with the subject line: “MSR Manager – [Your Name]”. In your cover letter, please highlight your leadership experience and how you would help Aspire further its mission of excellence.