Branch Manager

About the Role

The Branch Manager is responsible for the service and efficient daily operation of the credit union office, including member service, operations, regulatory compliance, and security in accordance with the credit union’s objectives. This role ensures a superior level of member service relations and promotes the service culture through coaching, guidance, member interaction, and staff motivation. The manager maintains a highly visible presence in the branch and leads by example.

Responsibilities

• Lead, direct, coach, and motivate a team of Member Service Representatives to ensure consistent and exceptional service to all members.
• Meet established service quality goals as measured by member satisfaction surveys and other methods.
• Provide friendly, professional, and accurate service and support to all members and associates; resolve complex member issues to a mutually beneficial resolution.
• Direct, develop, hire, and discipline branch personnel; administer performance evaluations and recommend appropriate personnel actions.
• Motivate and coach staff to cross-sell credit union products and services to members to meet or exceed established expectations.
• Maintain all elements required for a satisfactory branch operations review.
• Ensure adherence to all credit union policies and procedures, state and federal regulations, and the Bank Secrecy Act.
• Maintain adequate staffing to ensure optimal member service.
• Represent the credit union in relationships with members, sponsor organizations, suppliers, other financial institutions, and similar groups.
• Perform other related duties as required and assigned.

Requirements

• Bachelor’s Degree or a combination of experience and college education sufficient to perform job functions.
• 2 or more years of management experience within the financial services industry.

Skills

• A significant level of trust and diplomacy, in addition to courtesy and tact.
• Excellent verbal and written communication skills.
• Ability to articulate concepts and positions well while dealing with a diverse group of members, staff, and management.
• Make prudent decisions that are timely, well-researched, and understand their organizational impact.
• Promote a collaborative, cooperative, and productive work environment.
• Ability to deliver, encourage, and sustain a positive and professional work environment.
• Significant knowledge of financial services operations and the ability to coach others for optimum performance.

Physical and Mental Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to stand, sit, walk, use hands to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, and talk or hear.
• Vision requirements include close vision and the ability to adjust focus.
• Mental demands include detailed work, problem-solving, member contact, reasoning, math, language, written and verbal communications, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.
• Requires physical mobility and the ability to lift a minimum of 50 pounds.
• Must have flexibility to deal with changing work hours and locations as needed.