MSR Training Specialist

About this Position: 

The Member Services Representative (MSR) Training Specialist is responsible for providing hands-on, in-branch training to new and transitioning frontline employees across all WSCU branches. This role ensures MSRs are fully prepared to deliver exceptional service, follow procedures accurately, and represent WSCU's standards of professionalism. The MSR Training Specialist acts as a mentor, coach, and key support throughout onboarding and skill development, demonstrating strong coaching and mentoring skills with the ability to support employee development and reinforce service standards.

What You'll Do:   

• Deliver on-the-job training for new hires which may include temporary travel to other branch locations as needed
• Use training materials and checklists to guide consistent instruction
• Model high-quality member service and transaction accuracy
• Provide real-time coaching and feedback based on observation
• Track and communicate trainee progress to managers and HR
• Assist in updating training guides and onboarding resource
• Help MSRs transition from training to full independence
• Identify gaps in training content or performance readiness
• Stay current on system updates, policies, and procedure changes
• Support a positive learning environment focused on growth and retention
• Collaborates with management to implement new or updated procedures across all frontline staff. Ensures procedure documentation is current and effectively communicates operational changes (e.g., balancing and processing utility bills) to the team through training, demonstrations, or one-on-one support-either in person or virtually across all branches.
• Assumes responsibility for the efficient, effective, and accurate performance of Teller functions.
•  Represents the Credit Union in a courteous and professional manner.
• Receives deposits in person or by mail.
• Receives loan payments in person or by mail. 
• Processes cash advances, cashiers’ checks, money orders, and similar transactions.
• Disburses cash or check withdrawals in person.
• Processes transfers.
• Answers the phone and assists members with inquiries or directs to appropriate department.
• Performs transactions via the drive-up teller window and processing night drop transactions.
• Verifies transactions.  Monitors deposit amounts and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
• Keeps BSA officer aware of all items requiring attention. 
• Ensures members' requests and questions are promptly resolved.
• Receives and processes new member accounts and changes to existing accounts or directs to Membership Service Officers as needed.
• Receives and processes changes of name, addresses, and other account information as needed.
• Maintains privacy of member account information.
• Ensures the Credit Union’s quality reputation is maintained and projected.
• Keeps supervisor informed of area activities and of any significant problems or concerns.
• Completes required reports and records accurately and promptly.
• Cross sells Credit union products and services.
• Ensures work area is clean, secure, and well maintained.
• Perform other tasks as assigned by supervisor. 

What you'll Bring:

• High School graduate or equivalent required.
• Experience in a financial institution required. 
• Teller/MSR experience (1 year strongly preferred but not required)
• Cash handling and customer service experience is strongly preferred.
• Excellent written and verbal communication skills.

What you'll Get: 

(Full-Time)

• Weekly Pay
• Company Paid health, dental and vision insurance for yourself and any qualifying spouse/dependents(Following 90 days of employment)
• To help Prepare you for the future: 401(k) retirement plan (Following 90 days of employment)
• Paid time off: Vacation, Sick leave and company paid holidays
• Wellness reimbursement of up to $30/month (tickets to local community events, approved educational events or conferences)
• Tuition reimbursement after 1 year of employment

About Us:

Michigan is the Wolverine State. Wolverines are known for their strength despite their size. Wolverine State Credit Union fiercely protects the financial future of members, despite size.

Our Mission:

We are trusted and innovative financial partner, empowering individuals and businesses to achieve their financial goals while strengthening our communities.

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