Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 22 branch offices in Southeastern Michigan, over 400 team members, 140,000 members, $3.5 billion in assets, and a 95% member satisfaction rating for two decades. We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. Our dedication to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press eleven years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Information about our comprehensive total rewards package can be found here.

Overview of Responsibilities: Responsible for efficient operations and supervision of the teller area and sales activities of teller team members to ensure team goals and service standards are met in accordance with MSGCU’s policies and state and federal government regulations, and in alignment with our desired member experience.

Essential Duties and Responsibilities:

• As a leader in the branch, focuses on providing high quality service to all members through a consistent approach to delivering the member experience that includes sales, services, member satisfaction, operational and people management in order to build strong member (internal/external) relationships and deliver member-centric solutions.
• As a leader in the branch, assists with the development and achievement of sales plans; makes good and timely decisions using sound rationale, available data, and relevant or important factors to ensure the overall effectiveness of the branch and that are in alignment with the organization’s focus and direction.
• Takes action on new opportunities and tough challenges with a sense of urgency and enthusiasm. Performs all duties related to teller operations to support the branch and ensure efficient service to members. Conducts regular sales meetings and observations, and utilizes the SLS (Sales Leadership Strategies) approach for daily coaching.
• Follows MSGCU’s service standards to complete teller transactions with focus and understanding in order to ensure accurate processing and to balance teller drawer and checks at end of day. Teller transactions include, but are not limited to: cashing checks, processing deposits and withdrawals, making member payments, processing certificate of deposit transactions, and member account maintenance.
• Generates member referrals by using a consultative approach and asking high impact questions to identify and meet member needs, both perceived and unperceived. Listens for member cues and uses in depth knowledge of our products and services in order to cross sell and offer solutions for member needs by focusing on the benefits and value to the member.

• Directs work for teller team members by providing direction, ensuring day to day work is completed to deliver on the desired member experience. Delegates and empowers team members to make effective decisions, and removes obstacles to get work done.
• Ensures accountability by holding self and others accountable to meet commitments; monitoring the performance of the teller team, providing sales coaching and follow-up to develop talent and achieve branch goals; and conducting accurate and straightforward performance appraisals, taking corrective action as necessary when departmental and/or credit union objectives are not being attained; exceeding member service expectations and following MSGCU Service Standards by providing superior quality service in a professional, efficient and courteous manner.
• Schedules team in order to maximize efficiency and utilization of MSGCU’s resources.
• Responsible for conducting branch audits on a periodic basis and prepares audit reports.
• Adheres to all policies and procedures related to security, including; robbery, fraud, opening/closing, cash controls, balancing ATM, ensuring tellers balance at the end of each business day, maintaining cash funds through a proper supply of vault cash and assisting tellers with resolving over/short conditions.
• Develops talent by coaching team members to build skills in order to meet both their career goals and the organization’s goals through mentoring, coaching, and relevant development opportunities.
• Communicates effectively by developing and delivering various forms of communication (written, verbal, presentation), that are in alignment with MSGCU’s philosophy, mission and values, facilitating discussions and actively listening to convey a clear understanding of the needs of team members, regarding expectations, procedure updates, new products and initiatives.
• Drives engagement by influencing cooperation among team members and by creating a healthy climate where team members are motivated to do their best to help the organization achieve its objectives.
• Works in collaboration with others regarding team member hiring, development, discipline, promotion, transfer and separation of team members.
• Manages conflict situations by effectively using Crucial Conversations skills, with a minimum of noise.
• Instills trust by gaining the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values; makes responsible choices and exemplifies courage by stepping up to address difficult issues and saying what needs to be said.
• Models self-development by actively seeking new ways to grow and be challenged, and exhibits self-awareness by soliciting feedback and through reflection gains productive insight into personal strengths and weaknesses. Applies feedback to personal development using both formal and informal development channels.
• Demonstrates CML (Creating Member Loyalty)/SLS (Sales Leadership Strategies) skills and provides a positive role model for others including: active listening to seek understanding of members’/team members’ needs, issues in need of resolution, etc. and suggests solutions in the form of appropriate products and services as applicable.
• Joins area service clubs and organizations to promote goodwill, and represents the Credit Union at trade functions, professional organizations and community activities in order to raise consumer awareness and create MSGCU as top-of-mind.
• Assists teller team, other departments and branches as needed.

Essential Knowledge, Skills and Abilities:

• Possesses and has a track record of applying the requisite leadership competencies for this role. Strong coaching, mentoring and overall leadership, management and development of team members using positive leadership techniques to ensure maximum effectiveness.
• Experience with and a focus on delivering a rich and awesome member and team member experience, implementing best practices to drive member and team member satisfaction.
• A thorough understanding of operational procedures with the ability to plan department activities, set objectives and develop tactics. He or she should possess the skills necessary to direct team members towards the desired objectives; controlling the function by developing performance standards, measuring results, taking corrective action and rewarding team members as appropriate.
• Familiarity with the Credit Union's products, services and programs as well as policies and guidelines to provide optimal services to members.
• Knowledge of the sales process, Sales Leadership Strategies and ability to lead others in sales activities.
• Above average interpersonal skills necessary to communicate policies, procedures and objective to team members at all levels and to represent the credit union to outside vendors and the community.
• Excellent organizational, time and resource management skills that enable and support collaboration with fellow managers and team members.
• Proficient with technology and software, including Word, Excel and PowerPoint. Must have above average writing skills.
• Possesses a track record of leading by example with sales, service and operational excellence.

Essential Preparation, Training, and Experience:

• High diploma or GED; and
• Either of the following:
  • One year financial institution experience as a teller including vault and ATM balancing; or
  • 2 years of progressively responsible retail leadership experience with cash handling oversight
• Supervisor experience preferred.

Working Conditions:

• Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
• Occasionally required to travel throughout MSGCU's service area as business needs require.
• Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 25 pounds.

Compensation and Benefits:

Competitive salaries are just the starting point for MSGCU team members. Generous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job.

• Base hourly pay begins at $18.40 / hour
• Team members in this role are eligible to earn incentives as part of our variable compensation plan
• Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k)
• You will enjoy 12 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date)
• More information about our comprehensive total rewards package can be found here