Member Services Support Assistant Leader (63823)

Mazuma is a local, award-winning Credit Union that has been in business since 1948. Our purpose is to make Kansas City a better place to live, work and bank! Our philosophy is to treat our members and team members like family. We value diversity, positivity, creativity, and teamwork; and we believe our culture exhibits just that. It looks something like this:

Our team members consistently show a Positive, Fun Attitude! You will always see us smiling, which is why we put it in our logo. We are always being respectful in interactions with our members and other team Members. Of course, our behavior and appearances are workplace appropriate, and this position should lead this value by example.

We are proactive collaborators and big fans of Teamwork! We embrace the opportunity to work with others and are punctual and dependable. We have strong people skills, take initiative, and aren’t afraid to make decisions-even some of the difficult ones. Did we say productive? We’re super productive.

Self-development and the development of others is part of our Learning & Growth! We take initiative in not only our own learning and growth but also the growth of the team members around us. We know our responsibilities and are not afraid to try new things.

We appreciate Creativity & Progressive Mindsets! If you can think outside the norm, introduce new ideas, and proactively solve problems, you’ll fit in just fine around here. We like to consider ourselves positive agents of change that embraces team direction.

Besides that, here’s what else keeps Team Members here:

• Up to 27 days off a year, including:
• 10 paid Holidays
• Mental Health Day
• Anniversary Day
• PTO starting on the first day
• 40 hours of Paid Volunteer Time per year
• Traditional & Roth 401K with company match
• Medical, Dental, and Vision benefits effective 1st of the month following first day
• Wellness credit available for Medical premiums
• Company paid benefits including:
• Basic Life and AD&D Insurance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Vision Insurance
• Maternity & Menopause Support Programs
• Employee Assistance Program
• On-Site Gym at our Headquarters location in Overland Park
• Discretionary Stakeholders bonus program
• Attractive interest rates on Team Member checking & Team Member money market accounts
• Consumer and mortgage loan discounts
• We love to smile, which is why it’s in our logo

Summary of Role:

The MSS Assistant Leader supports the MSS Leader with the oversight of daily departmental operations, ensuring accuracy, efficiency, and compliance with all regulatory requirements and internal policies. This position is vital in promoting Mazuma’s culture, driving Team performance, and maintaining operational excellence through accurate procedures and effective Team training. Responsibilities include ensuring compliance with federal and state regulations, assisting with audits, supporting system upgrades and process improvements, and participating in assigned projects. Additionally, the MSS Assistant Leader helps administer departmental platforms and serves as a backup to the MSS Leader when needed.

Essential Functions & Responsibilities:

Operational Oversight:

• Provide support across all key functional areas, including ACH and ACH Origination, wires, item processing, mobile check deposit, CDs/IRAs, deceased accounts, garnishments, levies, subpoena processing, ATM fleet management, and other MSS functions.
• Monitor and analyze business performance, metrics, and KPIs to ensure operational effectiveness.
• Recommend and implement strategies to improve efficiency and optimize results.

Team Support & Development:

• Assist with interviewing, hiring, coaching, training, and developing Team Members.
• Contribute to a positive Team culture focused on motivation, collaboration, and continuous growth.
• Act as a resource and escalation point for complex operational issues.
• Serve as backup for the MSS Leader to maintain Leadership continuity.

Compliance & Risk Management:

• Ensure compliance with all applicable laws, regulations, and internal policies.
• Assist with audit preparation and responses; maintain accurate and current departmental procedures.
• Support fraud prevention, loss management, and data breach response initiatives.

Process Improvement:

• Identify and recommend process enhancements to improve efficiency, reduce errors, and elevate the Member Experience.

Cross Departmental Collaboration:

• Partner with other departments and Leaders to ensure alignment and foster strong teamwork.
• Represent MSS functions in organizational projects as assigned by the MSS Leader.

Vendor & System Management:

• Assist the MSS Leader with administration of departmental platforms and vendor relationships.
• Support system upgrades, conversions, and technology enhancements.

Communication:

• Communicate business objectives, performance metrics, and procedural changes clearly and professionally, both verbally and in writing.
• Participate in Team discussions to identify trends and address performance barriers.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities and activities may change at any time with or without notice.

Competencies:

• Job & Technical Expertise
• Results Orientation
• Manages Effective Teams & Work Groups
• Member Service & Retention
• Personal Accountability
• Holds Others Accountable
• Communication & Interpersonal Skills
• Teamwork & Collaboration
• Empowers & Inspires Others
• Develops Self & Others
• Strategic Thinking & Vision
• Leads Change

Culture Expectations:

• Positive, Fun Attitude – Consistently demonstrates a positive attitude, always being respectful in interactions with Members and Team Members. Behavior and appearance should be appropriate and should lead by example.
• Teamwork – Proactive collaborator who embraces the opportunity to work with others. Punctual and dependable. Able to manage conflict well amongst Team Members and Members. Demonstrates strong people skills, initiative, and decision-making ability. Productivity meets or exceeds expectations for the position.
• Learning & Growth – Demonstrates initiative in not only self-development, but the development of others. Possess superior knowledge of the responsibilities and tasks in the department and can apply and share learning.
• Creativity & Progressive Mindset – Able to think outside the norm, introduce new ideas, and proactively solve problems. Positive change agent that embraces team direction.

Knowledge and Skills:

Required Experience:

• Minimum of 3 years of banking or credit union experience, with specific exposure to MSS functional areas.
• Demonstrated supervisory and leadership skills.
• Strong organizational skills with the ability to manage multiple priorities effectively.
• Proven member service and relationship-building skills.
• Ability to adapt and lead through change with a positive, solutions-focused approach.
• Strong problem-solving and decision-making capabilities.
• Excellent interpersonal skills and a collaborative mindset.
• Proficiency in Microsoft Office applications.
• Exceptional written and verbal communication skills.
• Ability to work independently and as part of a team.

Education:

Required Education:

• High school diploma required; associate or bachelor’s degree preferred.
• Working knowledge of core banking compliance requirements.

Preferred Education:

• Associate or bachelor's degree
• Professional certifications such as AAP (Accredited ACH Professional) or NCP (National Check Professional) preferred, or ability to obtain within two years of hire.

Physical Requirements:

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 15 lbs. Must be capable of climbing/descending stairs in emergency situations. Must be able to operate routine office equipment including computer, tablet, telephone, copier, facsimile, printer, scanner and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Work Environment:

Must be able to routinely perform work indoors in a climate-controlled office environment with minimal noise.

Mazuma Credit Union is an equal opportunity employer and will consider all application without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability of any other characteristic protected by law. Mazuma participates in eVerify.