POSITION TITLE

Branch Operations Manager

REPORTS TO

Branch Manager

DEPARTMENT

Retail Operations

PAY GRADE

FLSA STATUS:

Exempt

WORK TYPE

In-office

LOCATION

14675 Hazel Dell Crossing, Noblesville, IN, 46062 PURPOSE The primary purpose of this position is to fulfill Financial Center First CU's vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act. Responsible for directing and overseeing the operational efforts of the branch. Ensures established policies and procedures are followed. Ensures members are promptly and professionally served. Individual supports efforts to maximize revenue, sales, member satisfaction, and minimize operational losses as well as deepening existing relationships and minimizing member attrition. Works under the supervision of the Branch Manager who provides general guidelines on cash operations, sales, retention and service. The Branch Service Manager will hold accountable and oversee the Teller and Senior Teller positions.

WHAT SUCCESS LOOKS LIKE DURING THE FIRST THREE MONTHS

Able to process transactions and conduct research in Keystone. Maintains appropriate cash levels in branch. Able to conduct audit independently. Able to Open/Close branch. Complete branch schedule. Conduct one on ones w/ Tellers. Maintain consistent overall teller referral goals. Manage member surveys in a timely manner. Coach employees to success member transactions. Understand all retail systems. Within 90 days, possess thorough knowledge of Credit Union bylaws, policies, procedures and state and federal laws effecting all operations of the

Retail Center:

Credit Union products and services and Credit Union processes and systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Supervise the Teller team. This duty includes but is not limited to: Assign, direct, coordinate and review their work. Approve corrections and overrides. Ensure compliance with credit union policies and procedures. Lead the Teller team to provide exceptional member service and effectively resolve member issues. Train the Teller team. This duty includes but is not limited to: Responsible for Teller team being well trained in all phases of their jobs. Oversee orientation of new employees, overall branch procedures, conduct security training and cross-selling training. Ensure Teller team is kept up to date on all products and services. Monitor all Teller activities to ensure compliance with established policies and procedures for smooth operation of the branch. This duty includes but is not limited to: Work to achieve established individual and branch objectives/goals. Take appropriate steps to correct unsatisfactory conditions. Prepare necessary and timely documentation and feedback such as scheduled evaluations, action plans, and disciplinary actions. Create Teller work schedules and ensures completion of all daily postings and reconciliations. Achieve individual and branch sales goals through sales, referrals and retention of existing membership.

Including but not limited to:

Balancing Referrals Production and service goals. Conducts interviews for Teller positions and makes hiring decisions with input from the Branch Manager.

Responsible for items such as:

The branch's ATM and coin machine. This includes ensuring ATM, Vault, Night Drop, Coin Balancing, outage research, eDesk/scanning of work, Ordering Supplies etc. are completed and processed. Ensuring maintenance and upkeep of center: general appearance, etc. Identify and capitalize on opportunities to promote and refer new services or products, that will benefit the member's financial life, including investment and insurance products and services. Assists tellers in daily balancing and resolution of teller discrepancies. Verify that the vault and the branch is in balance daily. Participate in community events supported by the Credit Union. Responsible for implementing and adherence of branch procedures and security protocols. Manage risk issues effectively and works to minimize operational losses. Performs other duties commensurate with this position.

QUALIFICATIONS AND SKILLS

Education & Experience College degree such as business administration or sales is preferred. Minimum of 2 years proven sales and service experience at a financial institution or equivalent. Skills Able to achieve proficiency on Credit Union computer systems and Microsoft Office products. Proficient and demonstratable experience in business development, as well as coaching sales skills. Able to perform duties of Teller & Senior Teller. Strong written, verbal, interpersonal, and customer service communications skills. Self-motivated. High degree of creativity, organizational, and sales process development skills. Strong leadership and management experience, including: coaching, training, motivation, time management, and performance coaching. Bilingual in English & Spanish is a plus.

ADA REQUIREMENTS

Physical Requirements:

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 15 lbs. Must be capable of climbing and descending stairs in case of an emergency situation. Proficient in operating routine office equipment including telephone, copier, facsimile, and calculator. Able to work on computer for an average of 6-8 hours per day, as needed. Willing to work extended hours or travel off site whenever required or requested by management. Must demonstrate regular, reliable and timely attendance.

Working Conditions:

Able to routinely perform work indoors in climate-controlled shared work environment with moderate noise. Mental and Emotional Requirements Ability to perform job functions independently and with limited supervision. Work effectively as part of a team. Read and carry out various written instructions and follow oral instructions. Communicate clearly and present information in a logical and understandable sequence. Perform basic financial calculations accurately. Handle interactions calmly and professionally with diverse personalities from various cultures at different levels within and outside of the organization, demonstrating the highest levels of customer service and discretion when dealing with the public. Maintain composure under stress of deadline, requirements for extreme accuracy and quality and a fast- paced environment. 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