Join our CU Hawaii 'Ohana and say hello to the possibilities!
Enjoy great benefits including; Medical/Dental/Vision (premiums covered 100% for employees), 401(k) profit sharing with employer match, and paid personal time off (starting at 3 weeks per year).*
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MSR – Eastside
Why Join CU Hawai'i Federal Credit Union?
At our credit union, we are committed to creating meaningful careers, not just jobs. Rooted in the communities we serve, we foster a culture built on trust, collaboration, and care for one another. We invest in our employees through paid training, career development pathways, and a supportive team environment, empowering them to grow while making a positive local impact. Our workplace reflects a balance of professionalism and connection—where every team member contributes to a shared purpose.
Summary
The MSR I serves as the primary point of contact between members and the credit union, delivering an exceptional service experience that builds trust and long-term relationships. This role is centered on a member-centric mindset, emphasizing engagement, empathy, and proactive problem-solving, supported by strong core competencies in math, reading comprehension, and cash handling, which are essential to ensuring accuracy, compliance, and member confidence. MSR I team members build foundational financial service skills while participating in a structured paid training and development program designed to support career growth within the organization.
Responsibilities and Duties
- Welcome and assist members and visitors professionally
- Provide prompt, accurate processing of transactions including deposits, withdrawals, and transfers
- Apply strong cash-handling practices to ensure accuracy, proper balancing, and adherence to policy
- Utilize accounting skills to verify transactions, balance drawers, and identify discrepancies
- Read, interpret, and clearly communicate account information, disclosures, and policies to members
- Deliver service in person, by phone, and through digital channels
- Listen actively to member concerns and take ownership of resolving issues effectively
- Open new accounts and service existing accounts, ensuring members understand their options
- Educate and recommend products and services based on member needs
- Process account maintenance requests including payments, transfers, and account updates
- Research and resolve account discrepancies and support account balancing
- Maintain working knowledge of all products, services, and applicable regulations (BSA, Patriot Act, etc.)
- Support operational duties including mail processing, cash handling, and vault responsibilities
- Collaborate with team members and leadership to enhance the member experience
- Perform additional duties as assigned
Knowledge, Skills and Abilities
- Strong commitment to a member-centric service approach that prioritizes understanding and meeting member needs
- Proven ability to apply accounting skills accurately and consistently in a transactional environment
- Demonstrated cash-handling proficiency, including balancing and error prevention
- Strong reading comprehension skills with the ability to understand and explain financial information, policies, and procedures
- Effective communication skills with ability to listen, empathize, and respond clearly
- Proactive problem-solving and decision-making skills
- Strong attention to detail and ability to prioritize tasks
- Ability to work independently and in a team environment
- Adaptability and reliability in a fast-paced setting
- Professional handling of confidential information
- Computer proficiency (Microsoft Office and internal systems)
Education and Experience
- High school diploma or equivalent
- Six months of experience in customer or member services, retail, cash handling, or related field preferred
- Equivalent combination of education and experience will be considered
Physical Requirements
- Frequent standing and walking
- Ability to lift 25–30 pounds and push/pull up to 50 pounds
- Work in a standard office/branch environment
CU Hawaii Disclaimer
This job description summarizes the general nature and scope of the role and does not include every duty or responsibility. Reasonable accommodation may be made to enable qualified individuals to perform essential functions.
Pay Range: $18.50 - $20.00/hour
Branch Manager – Kea'au
Summary
The Branch Manager is responsible for the overall leadership, performance, growth, and operational success of the branch. This role drives exceptional member experience, business development, community engagement, and team development while ensuring operational excellence and regulatory compliance. The Branch Manager proactively builds relationships internally and externally to strengthen staff and member trust and identifies new opportunities to deepen the connection between members and the credit union.
Responsibilities and Duties
Member Experience Excellence
- Lead a member-first culture by ensuring every interaction reflects the credit union's commitment to service excellence, relationship-building, professionalism, and financial well-being.
- Serve as the primary escalation point for complex member concerns, collaborating with other departments to provide effective issue resolution and reinforce a positive member experience.
- Monitor member service performance and implement strategies that enhance member engagement, satisfaction, and retention.
Leadership and Strategic Planning
- Lead, coach, and develop a high-performing branch team focused on service excellence, operational effectiveness, and member satisfaction.
- Foster a positive, engaged culture through leadership development, employee coaching, performance management, accountability, and succession planning.
- Develop and execute branch strategies that support organizational goals, membership growth, profitability, and long-term success.
- Partner with executive leadership to identify emerging member needs, market opportunities, and innovative products and services.
- Promote organizational initiatives and lead change management efforts that improve employee engagement and branch performance.
Team Development
- Provide ongoing coaching, performance feedback, recognition, and career development opportunities for branch employees.
- Identify employee strengths and development opportunities, creating individual growth plans that support succession planning and organizational continuity.
- Ensure employees receive appropriate training in member service, lending, operations, compliance, and credit union products and services.
- Foster a collaborative, accountable, and inclusive workplace that encourages teamwork, innovation, and continuous improvement.
- Develop future leaders by providing mentoring, stretch assignments, and leadership development opportunities.
Operational Excellence
- Oversee all branch operations to ensure efficient, accurate, and member-focused service delivery, including accountability for cash operations, negotiable instructions, and controls.
- Monitor branch performance, sales activities, lending production, service metrics, and financial results to achieve established goals.
- Manage branch staffing, scheduling, budgeting, and resource allocation to ensure effective operations and service delivery.
- Ensure branch facilities, equipment, and resources support a professional, efficient, and welcoming environment.
Business Development and Community Engagement
- Develop and execute business development strategies that increase membership growth, deposits, lending opportunities, and business relationships.
- Represent the credit union and identify opportunities to expand relationships within the community through networking events, business associations, chambers of commerce, nonprofit organizations, and community activities.
Compliance and Risk Management
- Ensure compliance with all credit union policies, procedures, internal controls, and applicable federal and state regulations.
- Maintain branch security, operational integrity, and risk management standards that protect members, employees, and credit union assets.
- Maintain readiness to respond to security incidents, operational disruptions, and emergency situations in accordance with credit union procedures.
- Perform other duties and special projects as assigned.
Knowledge, Skills, and Abilities
- Strong leadership, coaching, talent development, and team-building skills.
- Demonstrated success driving sales, business development, and relationship growth.
- Knowledge of branch operations, consumer lending, business services, and member relationship management.
- Strong understanding of financial institution regulations, compliance requirements, and operational controls.
- Excellent communication, networking, presentation, and interpersonal skills.
- Ability to develop strategic partnerships and maintain strong community relationships.
- Strong analytical, problem-solving, and decision-making abilities.
- Self-motivated, innovative, and results driven with a passion for member service.
- Proficiency in Microsoft Office and financial services technology platforms.
Education and Experience
- Bachelor's degree in Business, Finance, Marketing, Accounting, or a related field preferred.
- Minimum five (5) years of experience in branch operations, lending, sales
management, business development, or relationship management. - Minimum three (3) years of leadership, management, or supervisory experience.
- Commercial or business banking knowledge and credit analysis experience preferred.
- Valid driver's license and reliable transportation for community, member, and business development activities.
Physical Requirements
- Ability to work in a climate-controlled office environment.
- Frequent standing, walking, reaching, and movement throughout the branch.
- Ability to lift up to 30 pounds and push or pull up to 50 pounds as needed.
- Ability to use standard office equipment and technology for extended periods.
CU Hawaii Disclaimer
This job description summarizes the general nature and scope of the role and does not include every duty or responsibility. Reasonable accommodation may be made to enable qualified individuals to perform essential functions.
Pay Range: $65,000-$70,000 per year
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The above information has been designed to indicate the general nature and level of work performed by an employee in each classification. It is not to be interpreted as a comprehensive inventory of all duties, responsibilities, and/or qualifications required of employees assigned to this job.
Reasonable accommodations will be made to enable qualified individuals with disabilities to perform essential functions.
*Benefits apply to full-time employees. Additional restrictions may apply.