Assistant Branch Manager

Position Summary

The purpose of this position is to process member's requested financial transactions, resolve problems, and answer questions; to identify and suggest financial services that would improve our members' lives. Provides prompt, professional and courteous support and assistance to internal departments, retail branches and members.

Essential Functions

• Congduct all member account functions, including teller transactions, processing request for new services, providing counseling and cross-selling appropriate credit union products or services to benefit the member and achieve established sales goals, interview members and process applications for all types of consumer loans.
• Analyze the financial position of each applicant to determine the level of risk for extending credit. Review all documentation for completeness and accuracy according to credit union compliance guidelines.
• Aid Branch Manager in monitoring all branch activities to ensure compliance with established credit union policies and procedures. Work in conjunction with Branch Manager to achieve established objectives and to ensure that appropriate steps are taken to correct unsatisfactory conditions.
• Aid in training, directing, scheduling of branch staff and monitoring attendance. Monitor performance, coach staff, and make recommendations to manager for employee evaluations. Assist in the interviewing process for open positions and make recommendations to manager.
• Support development of account relationships with commercial business members. Participate in personal calls/visits, assessing needs and offering credit union products/services to meet those needs.
• Represent the credit union as appropriate in its relationships with sponsor and community organizations, suppliers, other financial institutions and similar groups including functions outside normal business hours.
• Take ownership of resolving more complex member requests and problems by either resolving them personally or facilitating resolution through the appropriate employee or department. Follow-up to ensure member satisfaction with the resolution.
• Perform additional job duties as assigned by the manager.

Education/Experience

One to three years of similar or related experience. Equivalent to a high school education and/or a combination of education and three years to five years of relevant experience is required.

Other Skills And Abilities

• Ability to accurately process account entries and transactions, write routine reports and construct basic professional and grammatically correct correspondence.
• Ability to speak effectively to members and employees of the organization.
• Ability to read and interpret basic forms and documents, operating and maintenance instructions and procedure manuals.
• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, fractions and decimals.
• Ability to compute rate, ratio and percentages.
• Ability to apply reasonable understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving variables in situations.
• Maintain a positive attitude with employees and members and remain flexible while focused on accepted practices, policy, productivity and effectiveness.
• Promote awareness of the credit union mission and branch statement to the credit union membership.

Performance Measurements

• Within established levels of authority, process member's financial transactions, resolve problems, and answer questions regarding Y12 Federal Credit Union products and services.
• Aid branch manager to ensure branch goals are met.
• Monitor performance and make recommendation to branch manager for evaluations.
• Develop account relationships with commercial businesses by participating in calls/visits.
• Achieve awareness of organizational issues and promotional campaigns through participation in branch/department and staff meetings.
• Remain current on changes in policies, procedures, compliance and product development.
• Attend continuing education classes to enhance job knowledge and performance in order to provide exceptional service to internal and external members.
• Take initiative for personal career development and seek opportunities to learn new skills.

Service Standards

• Own the Issue: Build confidence that you will help through your words and actions. Minimize the team/member’s effort.
• Personalize the Experience: Show that you care about the person and the issue. Adapt to the team/member’s pace, style, and emotional tone.
• Be Authentic: Be genuine. Be present in the conversation to avoid sounding mechanical.
• Understand, then Solve: Aim for one-call resolution. Address the underlying issue vs. just the request. Be crystal clear on next steps.
• Be Curious to Exceed Expectations: Pick up on cues and clues indicating other needs. Engage in conversation to discuss broader needs. Help the member access additional resources, products, and services to gain more value.

Physical Demands

• Regularly required to talk, hear, and sit.
• Sometimes to lift and/or move items over 15 pounds.
• Occasionally lift and/or move items over 50 pounds.
• May occasionally bend, kneel, stoop, crouch.

Work Environment

Typical office – no hazardous or unpleasant conditions.