Position Summary:

Guides, coaches, motivates and manages branch staff in providing quality service to members across all product lines within company policy, state and regulatory requirements. Responsible for the deepening of member relationships through education and cross selling of products and services that enhance member experience and support strategic initiatives. Accountable for daily, weekly and monthly reporting of branch certifications that confirm all expectations are met. Solve staff or member issues and complaints, within established policies and guidelines. Directs, monitors, and administers the daily operation of all branch activities.

Essential Duties and Responsibilities:

Employee Management (40%):

• Drive staff engagement with members that deepen member relationships with the credit union; identify and support opportunities for the cross selling of products, services and company promotions to align with strategic initiatives and goals.
• Maintain harmony and cooperation in the branch cultivating a positive work environment.
• Facilitate resolution to conflict and grievances. Initiate the termination process for employees not performing to expectations. o Enlist assistance from Human Resources and/or Regional Branch Manager, and/or COO as needed.
• Cultivate highly motivated, well-trained staff.
• Conduct applicant interviews to hire for new or replacement positions.
• Perform ongoing staff training and meet individually to ensure career development is monitored and areas of improvement are addressed.
• Evaluate and administer performance reviews, recommend staffing levels/ changes, and make salary recommendations
• Effectively communicate all policies and procedural changes including new products, services, and promotions.
• Schedule adequate staff to ensure efficient branch operation.
• Set an exemplary personal example in providing quality service to members. Branch Operations (25%):
• Provide oversite to ensure proper coverage of the Direct Loan Queue and a 5% or less abandonment ratio is achieved monthly.
• Lead team through change management; process, procedures, systems, products.
• Responsible for the accurate reporting of content in all branch certification reporting.
• Ensures all branch operational requirements are met, including but not limited to vault and cash drawer limits, assignment of keys and combinations, proper secure storage of all monetary instruments.
• Accountable for remediation, tracking and implementation of changing processes or procedures in support of internal and/or external audit findings.
• Review branch volume and transaction totals on a monthly basis to evaluate performance and recommend change to align with business needs.
• Meet with members; conduct transactions, provide guidance with products and services.
• Troubleshoot and correct branch equipment; report unresolved issues to management.
• Manage Federal Reserve cash order and deposits, ensure cash verification, limits and dual controls are enforced.
• Review branch supply orders to determine reasonability before authorizing approval.
• Aid staff in all aspects of branch operations. Organizational Relations (20%):
• Partner with the Regional Manager and other department management to identify areas for improvement.
• Develop and promote good community relations through involvement with local organizations.
• As a member of the management team, participate in decisions that contribute to the organization's annual and strategic goals.
• Attend and actively participate in regular departmental and company-wide meetings.
• Perform other duties as assigned. Compliance (15%):
• Ensure compliance with all regulatory requirements and credit union policies and procedures
• Manage the security and safety of the branch. Analyze and monitor security and safety policies and procedures on an ongoing basis.
• Responsible for staff completion of all assigned training e.g. Compliance, Systems, Security, Operational.
• Adhere to CFCU clean desk and security policies.
• Oversite to ensure completion and resolution of all internal and external audit findings.

Required Knowledge, Abilities, and Education:

• Ability to perform and/or direct all branch functions;

MSR, FSR, ABM.

• Demonstrated superior leadership skills
• Excellent customer service skills and ability to foster excellent member service among staff.
• Excellent oral and written communication skills.
• Demonstrated ability to effectively deliver information to staff.
• Ability to establish and maintain effective and cooperative relationships throughout the organization
• Strong organizational and problem-solving skills including decision making.
• Manage multiple tasks and priorities.
• Knowledge of federal regulatory and state laws governing financial institutions.
• New account and lending knowledge: originating, processing, and closing transactions.
• Computer literate; ability to navigate multiple systems including Microsoft software programs
• Ability to: o Travel to a variety of branch locations as needed for coverage o Available for flexible work hours o Saturday rotation via Phone, In-Person or Video appointment as needed.
• Three years' minimum supervisory/management experience
• High school diploma or equivalent

Beneficial Education and Experience:

• Five years of job-related experience
• Degree, advanced schooling, or specialized training desirable
• Notary certification
• Bilingual (Spanish) preferred

Physical Factors:

• Prolonged sitting throughout the workday with occasional mobility required.
• Corrected vision within the normal range.
• Hearing within normal range.
• Ability to lift 15 lbs. as may be required.
• Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

Pay:

$72,820.18 - $86,181.80 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Paid time off Tuition reimbursement Vision insurance

Experience:

Credit Union:

5 years (Required)

Work Location:

In person