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Member Service Supervisor - Raleigh, NC

The Organization:


Self-Help is a leading national community development financial institution headquartered in Durham, NC. Since 1980, Self-Help has provided $8.5 billion in financing to 159,000 families, individuals and businesses. It helps drive economic development and strengthen communities by providing responsible financial services; lending to individuals, small businesses and nonprofits; developing real estate; and promoting fair financial practices across the nation. The Self-Help family of nonprofit organizations includes Self-Help Credit Union, Self-Help Federal Credit Union, Self-Help Ventures Fund and the Center for Responsible Lending. Through its credit union network, Self-Help serves over 150,000 people in North Carolina, California, Chicago, Florida and South Carolina. Learn more at, and



Position Description:

Self-Help is seeking an MSR Supervisor to join our new branch in Raleigh, NC.  The MSR Supervisor will supervise and participate in the daily operations of the Member Services function of the branch.   As staff are hired for the branch, the MSR Supervisor will oversee all activities related to the servicing of members and ensures compliance with policies and procedures, assign duties and work schedules to ensure efficient service is provided to members, coach, counsel, train and develops current and new staff members to meet or exceed expectations in servicing members and complying with banking procedures, and respond to member issues involving problem transactions or complaints.  The MSR Supervisor will also personally handles Member Servicing needs, as well.

Essential Responsibilities:


  • Provide prompt, professional, efficient and accurate service in the processing of all member transactions. This may include handling of consumer, business and/or specialty accounts and handling all servicing needs for such accounts.
  • Perform account transactions and maintenance as authorized and required, which may include items such as processing payments, transactions, lines of credit advances, and account transfers; disbursing cash and check withdrawals; monitoring receipts, counting cash and performing reconciliations; adding joint owners, completing address changes, handing wiring and ACH’s, if needed and competing any other necessary member service functions.
  • Provide general and specific service-related information and assist members in opening accounts, providing information on deposit alternatives and lending services.
  • Respond to members’ requests, problems, and complaints and/or direct them to the appropriate person for specific information and assistance; conduct research as required to resolve account issues in a prompt, efficient and accurate manner.
  • Promote credit union products and services based on member’s needs.Refer loan product inquiries to Loan Officer.
  • Open new accounts and service existing accounts. Set up new account files, provide members with all necessary information for membership, including advising and assisting members with new and existing products and services.
  • Open, close and balance cash drawer daily.Maintain drawer cash levels within prescribed amounts.
  • Handle Vault Teller responsibilities, managing, balancing and balancing flow of cash in and out of the vault.
  • Enter night, ATM and mail deposits and balance ATM daily.
  • Participate in hiring and selection process in conjunction with Branch Manager.
  • Supervise the Member Services staff and conduct ongoing coaching and timely performance and feedback.Develop work schedules for staffto ensure appropriate levels of coverage
  • All job duties, responsibilities and projects to be performed in accordance with credit union policies and procedures.
  • Other duties, responsibilities, and projects as assigned.

Minimum Qualifications:

  • High school diploma or equivalent and a minimum of 2 years of experience in banking or retail.
  • Attention to detail.
  • Ability to hire, develop and motivate staff.
  • Ability to effectively organize and prioritize work.
  • Excellent interpersonal skills.
  • Ability to form and maintain strong relationships with internal and external customers.
  • Strong mathematical and quantitative skills.
  • Analytical and problem solving skills.
  • Ability to use keyboard and data entry skills.
  • May be required to travel to cover other branches.

    Desired Qualifications:

  • English/Spanish fluency is a plus.

Physical Requirements:


Frequently requires use of manual dexterity and repetitive motions, primarily with the wrists, hands, and/or fingers.  Must be able to occasionally lift and exert force of up to 40 pounds.




Competitive nonprofit salary, based on experience, plus a generous benefits package.




To apply, send resume and cover letter, describing why you are a fit for this position, to Please include the position title as the subject.    Applications received after this date may or may not be considered, depending on the applicant pool.  The position will remain posted until filled.


Self-Help is committed to providing equal employment opportunities to all persons regardless of race, color, class, age, gender, religion, disability that can be accommodated, marital status, ancestry, nationality, family status or sexual orientation.