Member Service Manager (posted 8-31-17)

Des Moines Metro Credit Union is currently hiring for a newly-created full-time position, Member Service Manager. This position comes with a competitive salary and excellent benefits (vacation, 401K, health/dental). 

The Member Service Manager will provide leadership and support to the Member Service Representative team to ensure a positive member experience. The Member Service Manager will supervise and monitor the activity of the member service area and assist MSR staff with problem resolution.

Other Essential Functions & Responsibilities

  • Assists management with the hiring of MSR staff, provides training for new MSRs, and coordinates ongoing training and education for MSR staff
  • Conducts performance evaluations for MSR staff, identifies performance problems and takes action to correct. Manages conflict and interpersonal skills with MSR staff
  • Coaches MSR staff in setting and achieving goals and to ensure a positive member experience
  • Manages member service-related technology, including email, online and mobile banking applications, bill pay service, and check imaging processes
  • Responsible for vault cash management, including ordering, depositing and balancing vault cash, and MSR cash drawer replenishments
  • Audits new and closed accounts and reviews new account set up for accuracy
  • Assists new and existing members with advanced or specialized new accounts
  • Monitors frontline staff activities for compliance with established policies and regulations and takes action to resolve any out of compliance issues
  • Manages resources to meet operational needs within the member service area and serves as a back up to MSRs as needed


  • Two-five years experience in financial services
  • High school diploma or equivalent
  • Previous supervisory experience
  • Strong supervisory, time management, and multitasking skills
  • Proficiency in PC operations and other forms of technology
  • Bilingual (Spanish) preferred but not required


To apply, submit your resume or inquiries to:

Traci Stiles, Business Development Manager