Branch Operations Specialist

Redwood Credit Union · Rohnert Park, CA · 1 wk ago

On-siteFinance$30–$40/hrFull-time

At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad. As a not-for-profit financial institution, we are committed to a people-first approach, reflected in how we serve our Members and treat our employees. Our leadership team fosters a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and financial well-being for all.

About the role

Perform a wide variety of complex operational duties, Member support, service, and sales, as well as specialized Member requests. Coach, mentor, and direct staff progress toward obtaining organizational and branch goals and objectives.

Responsibilities

Operations

Ensure the balancing of all cash and negotiable items in branch, including vault and TCRs
Monitor, order, receive, and prepare cash shipments
Ensure optimal TCR utilization and proper logistical cash needs are met
Troubleshoot TCR outages using CFM and Symitar; provide follow-up report(s) to branch management
Conduct and provide oversight to weekly, monthly, quarterly, semi-annual, and annual branch audits of RCU documents, files, and processes
Assist in the scheduling, publishing, and updating of branch staff schedules
Provide support to staff requiring override assistance on an account to best serve the Member while adhering to RCU policy and procedures
Oversee and monitor branch Wire Transfer requests; ensure wires are processed within established guidelines and deadlines; escalate for approval as necessary
Act as Manager on Duty in the absence of Branch Experience Manager and Branch Service Manager to ensure proper branch operations, including Member service
Perform and provide general oversight of branch opening and closing duties while managing procedural requirements and overtime
Assist branch management with the preparation of sales reports and/or branch KPIs
Provide products and service, detailed branch operations, and transaction training to branch staff, including daily huddles

Sales and Service

Provide excellent service to all Members, volunteers, internal employees, and service providers
Research Member issues and respond verbally and/or in writing or direct them to the appropriate person or department; escalate if necessary
Safeguard Member information and ensure confidentiality by following established RCU policy and procedures
Provide sales and service leadership to all branch staff
Conduct sales and service huddles
Conduct sales and service meetings with the assistance of branch management
Open new accounts, process loan applications, and fund loans as needed
Ensure branch staff consistently operates at the highest level of service
Provide general support to the platform side as needed
Cross-sell RCU products and services including Insurance and Investments

Transactions

Perform teller transactions when needed and reconcile cash nightly
Comply with all safety and security regulations

Requirements

A combination of education and experience equivalent to a high school diploma or equivalent and a minimum of three years’ experience in retail sales and/or financial institution experience, including prior team leadership. Associate degree in business administration or finance is preferred.

Qualifications

Ability to act independently and confidentially with little or no supervision
Thorough knowledge of branch operations policies and procedures
Ability to distinguish and manage confidential information, materials, and conversations
Ability to effectively communicate verbally and in writing
Ability to establish and maintain effective working relationships in a diverse environment
Ability to give effective feedback and training on growth opportunities for staff
Ability to operate a personal computer and software including word processing, email, intra/internet
Ability to identify and correct errors
Ability to obtain and maintain registration with the National Mortgage Licensing System and Registry in compliance with Federal Law, including the SAFE Act and NCUA part 761
Ability to become a commissioned Notary Public
Position requires the ability to be a registered and designated Credit Endorsee with the California Department of Insurance

Skills

Leadership and mentoring
Branch operations and cash management
Member service and sales
Training and development
Compliance and auditing
Scheduling and reporting

Benefits

Competitive medical, dental, and vision insurance, including mental health offerings
Employee performance incentive plan
Salary advancement based on performance (merit increases)
401(k) program with employer match
Competitive PTO accrual plus 11 paid company holidays and your birthday off
RCU Discounts and Perks:
- 0.75% discount off RCU standard collateral auto loans
- 1% discount on all recreational or boat loan products
- 2% discount off Visas and LOC Loans through RCU
- 0% interest loan up to $1,000 to support employees with immigration-related expenses (e.g., visa application fees, relocation costs)
- 0% interest loan up to $15,000 to support employees with naturalization process expenses
- 0% interest on garment, fitness, or home office equipment loan of up to $500
- 100% financing for employee-purchased homes

Pay

Base starting range: $30.00 to $40.00 per hour, commensurate with experience. The base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity.

Physical Requirements

Ability to stand, bend, stoop, sit, walk, twist, and turn
Ability to lift up to 25 pounds occasionally
Ability to use a computer keyboard and calculator
Work environment is indoors; majority of time is spent standing, sitting at a desk, and walking