Float Member Experience Supervisor

Overview

Under the direction of the Member Experience Manager I, II, III and/or Business Development & Retail Sales Manager, the Float Member Experience Supervisor provides leadership and front-line coverage across multiple branches, with a focus on operational excellence, scheduling, coverage, and sales support.

The Float Supervisor manages and supports Float Member Service Associates, coordinates coverage based on branch needs, and partners with branch leadership to support tellers and member service associates.

In addition to supervising float staff, the Supervisor personally provides on-site leadership and performs the full scope of MSA I, II, or III responsibilities (teller and platform) to support member service, sales, and referral goals across locations, requiring strong leadership, adaptability, communication skills, and the ability to manage multiple priorities.

Key Responsibilities

      Branch Operations, Coverage, and Team Support

·         Oversee daily branch operations at the teller line and platform in branches where coverage is assigned, ensuring smooth workflow, accuracy, and adherence to operational standards while on-site.

·         Supervise, mentor, and support Float Member Service Associates and branch staff while providing coverage, offering real-time coaching on teller and platform processes, systems, and procedures.

·         Ensure sales referrals meet quality standards by confirming employees follow the referral process, document member needs, enter detailed referrals, review activity reports, and address issues with staff.

·         Support branch sales, service, and referral goals by engaging members in needs-based conversations when assisting them, role-modeling expected behaviors, and reinforcing referral and service expectations with the team while on-site.

·         Support both teller and platform staff with transactions, opening accounts, and processing loan origination and closings.

·         Perform MSA duties as needed to maintain branch coverage and meet sales goals.

·         Oversee daily balancing, transaction accuracy, and documentation for float staff and personal coverage to reduce errors and operational risk.

·         Handle escalated operational member issues in branches where coverage is provided and deliver timely, professional resolutions.

·         Ensure adherence to policies, procedures, security standards, and regulatory requirements in all branches supported.

·         Perform or support audits and branch assessments where float coverage is assigned and assist with implementation of corrective actions.

·         Provide leadership coverage in branches without on-site leadership, within delegated authority, ensuring continuity of branch operations, service, sales support, and team coaching.

Float Pool Management and Scheduling

·         Manage the Float Member ...