Lead, Member Service Representative
Firstmark Credit Union, San Antonio, TX, United States
The Lead Member Service Representative (Lead MSR) serves as a frontline working leader and subject ‑ matter expert supporting daily branch operations and exceptional member service. This roleassistsbranch leadershipin overseeing teller operations, coaching team members, and ensuring accuracy, efficiency, and adherence to policies and procedures.
The Lead MSR also contributes directly to the branch’s growth and service performance by reinforcing frontline behaviors, supporting needs ‑ based conversations, and helpingstaffidentifyopportunities to enhance member relationships across a broad range of products and services.The Lead MSR carriesaportionof the branch’s growth and service goals and partners closely withbranch leadershipto promote a consistent, high ‑ performance member ‑ focused culture.
Major Responsibilities:
Operational Excellence & Daily Readiness
Perform a full range of teller transactions accurately and efficiently.
Support daily branch readiness, including opening/closing procedures and balancing tasks.
Ensure stafffollow operational standards, security procedures, and compliance requirements.
Serve as the frontline resource for procedural questions and complex transactions.
Assistin monitoring cash levels and supporting audits and compliance reviews.
Member Experience & Relationship Growth
Resolve escalated member concerns professionally and with asolutions focusedmindset.
Supportstaffin delivering consistent,high qualitymember experiences.
Reinforce behaviors that deepen member relationships, includingneeds basedguidance and warm handoffs.
Contribute to branch growth and service goals by helpingidentifymember opportunities and supporting the adoption of products and services.
Frontline Coaching & Team Support
Support onboarding andtraining ofstaff.
Provide real timecoaching and feedback to reinforce accuracy, service standards, andgrowth focusedbehaviors.
Help strengthenstaffconfidence in handling transactions, member conversations, and problem resolution.
Surface performance trends tobranch leadership and partneronfrontline development.
Branch Workflow Coordination
Assistwith daily workflow management and staffing coverage.
Help coordinate lobby and queue flow to ensure efficient member service.
Travel between designated branchesasneeded to support operational consistency and service readiness.
Growth Support & Product Knowledge
Reinforce frontline understanding of credit union products and services aligned with members’ needs.
Carryaportionof the branch’s growth and service goals and helpstaffengage in conversations that drive relationship expansion.
Perform other job ‑ related duties asassigned.
Job Requirements and Qualifications: Education & Experience
High school diploma or equivalent required; college coursework preferred.
Minimum 3+ years of experience in a credit union or banking environment.
Previousexperience in a lead or mentor capacity preferred.
Certifications
Strong operational and product knowledge.
Effective communication and conflict resolution abilities.
Ability to coach peers and reinforce growth focused behaviors.
High levelof accuracy, efficiency, and attention to detail.
Flexibility to travel between branches on short notice.
Values Alignment
DemonstratesFirstmark’ssharedvalues:
Happy, Helpful, Honest, Humble, and Hungry (Driven).
Building tomorrow starts with you! At Firstmark Credit Union, we’re working together with our members to build their tomorrow — and we do the same for our employees. From your first day, you’ll enjoy comprehensive medical, dental, and vision coverage, a dollar for dollar 401(k) match, and up to four weeks of paid time off to rest and recharge. We invest in your growth through education assistance, support your well‑being with our Employee Assistance Program, and encourage you to make a difference with paid and unpaid volunteer opportunities.
Here, you’ll find more than a career — you’ll find purpose, belonging, and a community that cares. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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The Lead MSR also contributes directly to the branch’s growth and service performance by reinforcing frontline behaviors, supporting needs ‑ based conversations, and helpingstaffidentifyopportunities to enhance member relationships across a broad range of products and services.The Lead MSR carriesaportionof the branch’s growth and service goals and partners closely withbranch leadershipto promote a consistent, high ‑ performance member ‑ focused culture.
Major Responsibilities:
Operational Excellence & Daily Readiness
Perform a full range of teller transactions accurately and efficiently.
Support daily branch readiness, including opening/closing procedures and balancing tasks.
Ensure stafffollow operational standards, security procedures, and compliance requirements.
Serve as the frontline resource for procedural questions and complex transactions.
Assistin monitoring cash levels and supporting audits and compliance reviews.
Member Experience & Relationship Growth
Resolve escalated member concerns professionally and with asolutions focusedmindset.
Supportstaffin delivering consistent,high qualitymember experiences.
Reinforce behaviors that deepen member relationships, includingneeds basedguidance and warm handoffs.
Contribute to branch growth and service goals by helpingidentifymember opportunities and supporting the adoption of products and services.
Frontline Coaching & Team Support
Support onboarding andtraining ofstaff.
Provide real timecoaching and feedback to reinforce accuracy, service standards, andgrowth focusedbehaviors.
Help strengthenstaffconfidence in handling transactions, member conversations, and problem resolution.
Surface performance trends tobranch leadership and partneronfrontline development.
Branch Workflow Coordination
Assistwith daily workflow management and staffing coverage.
Help coordinate lobby and queue flow to ensure efficient member service.
Travel between designated branchesasneeded to support operational consistency and service readiness.
Growth Support & Product Knowledge
Reinforce frontline understanding of credit union products and services aligned with members’ needs.
Carryaportionof the branch’s growth and service goals and helpstaffengage in conversations that drive relationship expansion.
Perform other job ‑ related duties asassigned.
Job Requirements and Qualifications: Education & Experience
High school diploma or equivalent required; college coursework preferred.
Minimum 3+ years of experience in a credit union or banking environment.
Previousexperience in a lead or mentor capacity preferred.
Certifications
Strong operational and product knowledge.
Effective communication and conflict resolution abilities.
Ability to coach peers and reinforce growth focused behaviors.
High levelof accuracy, efficiency, and attention to detail.
Flexibility to travel between branches on short notice.
Values Alignment
DemonstratesFirstmark’ssharedvalues:
Happy, Helpful, Honest, Humble, and Hungry (Driven).
Building tomorrow starts with you! At Firstmark Credit Union, we’re working together with our members to build their tomorrow — and we do the same for our employees. From your first day, you’ll enjoy comprehensive medical, dental, and vision coverage, a dollar for dollar 401(k) match, and up to four weeks of paid time off to rest and recharge. We invest in your growth through education assistance, support your well‑being with our Employee Assistance Program, and encourage you to make a difference with paid and unpaid volunteer opportunities.
Here, you’ll find more than a career — you’ll find purpose, belonging, and a community that cares. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr