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Lead Member Experience Associate
Monroe Community Credit Union
Posted on Mar 24, 2026
Lead Member Experience Associate
Monroe, MI 48161
Description
SUMMARY
The Lead Member Experience Associate is responsible for executing established policies, procedures, and systems involving cashier operations and member service functions. This role coordinates, guides and directs, Member Experience Associates (MEA) addressing their questions, resolving complex issues, and oversees balancing activities. This position ensures efficient teller line operations, adequate window coverage, and provides general training and supervision of Member Experience Associates. Additionally, oversees provision of a full range of services (including phone and mail) to members and prospective members. Ensures members are promptly and professionally served. Acts as a Financial Service Representative as needed and actively promotes Monroe Community Credit Union products and services. This position fosters an environment that produces exceptional member service in accordance with MCCU’s Passion Statement.
CORPORATE COMPETENCIES
- Member Service and Value – Deliver exemplary service internally and external in accordance with the credit union’s service standards and in a professional manner that projects confidence, knowledge, and ability to provide options and solutions to meet member needs within established policies and procedures. Interactions with members provide value and generate goodwill and a positive image of MCCU as a trustworthy financial institution.
- Accountability/Accuracy/Efficiency – Maintain a superior level of attention to detail and ensure accuracy in all transactions and activities performed. Organized and thorough in completing duties and a reliable team member. Ensure established processes and procedures are complied with and are consistently executed. Display self-motivation. Accept responsibility for own actions and hold others accountable to maintain appropriate levels of performance in accordance with established policies and procedure.
- Team Player- Possess exceptional collaborative skills to work cross functionally with various departments and operational areas to solve problems and advance ideas and innovation. Maintain positive working relations with all credit union team members to achieve corporate and departmental goals and objectives. Treat people with respect; keep commitments; inspire the trust of others.
- Decision Making - Consistently apply superior data driven decision-making techniques pertaining to job duties, inquiries, approvals, and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as a tool for development. Exercise good judgement in making decisions, ensuring appropriate supervisory approvals are obtained.
- Communication – Exhibit strong communication skills with internal and external stakeholders. This includes appropriate collaboration and engagement of staff and other higher-level executives in information gathering and sharing, project management, and implementation of projects and other assignments. It also includes communication with vendors, members, and other external parties. Respond to inquiries or refer inquiries to the appropriate department or person and exhibiting the necessary follow through with members and/or staff involved.
ESSENTIAL DUTIES
Performance Responsibilities – Responsibilities and duties related to this function are:
- Supervise and lead the MEA team, ensuring accurate processing of various transactions such as check. cashing, withdrawals, deposits, and loan payments.
- Assist in managing the MEA schedule to maintain appropriate staffing levels during peak and non-peak periods.
- Perform branch opening and closing duties in the absence of the Branch Manager as needed.
- Replenish teller cash and ensure accurate balancing of day-end totals, including running checks.
- Enforce compliance with vault/key control procedures.
- Balance and replenish ATM and cash dispensers under dual control.
- Order and verify weekly Federal Reserve cash shipments.
- Conduct surprise cash audits for all cash funds and submit reports to Management.
- Monitor and maintain vault, ATM, and dispenser cash limits in accordance with credit union policy.
- Demonstrate teamwork through positive interactions with all co-workers.
- Actively engage and participate in Credit Union promotions while meeting cross sale goals.
- Perform other Duties as assigned.
ENVIRONMENT AND PHYSICAL ACTIVITY
The incumbent is in an MCCCU non-confined office type setting in which he or she is free to move about at will. The position includes driving to MCCU branches which includes exposure to the outside weather elements and moving mechanical parts. It may include some minor annoyances such as noise, odors, drafts, etc.
The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 70 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.
The incumbent for this position may operate any or all of the following: telephone, cellular telephone, smart phone device, copy and fax machines, adding machine (calculator), check protector, scanner and image systems, scanning equipment, money counter, credit card terminal, typewriter, computer terminal, laptop computer, personal computer and related printers, or other equipment as directed.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
MENTAL DEMANDS
The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, member and vendor contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.
Qualifications
MINIMUM REQUIREMENTS
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
- High school diploma required.
- Prior teller or banking experience preferred.
- Strong attention to detail and accuracy in all work.
- Proven ability to work accurately and efficiently under minimal supervision.
- Member service experience preferred.
- Member service oriented with the enthusiasm to provide high quality service.
- Excellent oral and written communication skills.
Leadership reserves the right to change this job description at any time according to business needs.
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