Branch Supervisor I

General Purpose of the Position

This role is responsible for assisting with the direction and administration of branch operations, ensuring compliance with established policies and procedures while overseeing the delivery of exceptional member service. This role supervises a full range of services to both current and prospective members, ensuring prompt, professional, and personalized service, along with effective collaboration across departments.

Essential Duties and Responsibilities

• Member Service & Problem Resolution

  • Answers Member Advocates’ questions, solves problems, and assists with complex transactions and sensitive member relations problems.
  • Makes judgments for Member Advocates (within limits of authority) pertaining to all operations of branch.
  • Ensures that members' requests and questions are promptly, efficiently, and courteously resolved.
  • Explains policies and procedures to members.
  • Answers member’s questions or refers appropriately.
  • Demonstrates “escalation resolution” skills to effectively address critical member needs and concerns, recognizing and championing branch/organizational opportunities such as process improvements.
  • Affords assistance to Member Advocates functions.

• Team Leadership & Development

  • Interviews, hires, and trains Member Advocates, as well as planning, assigning, and directing work.
  • Assists with new employee orientation and staff training sessions, ensuring employees are well-trained in all aspects of their roles.
  • Ensures employees are knowledgeable about Credit Union products, services, and policies.
  • Effectively cross-sells and coaches employees to offer Credit Union products and services to its members.
  • Helps lead change management efforts by guiding the team through new initiatives, process updates, and organizational changes to ensure smooth transitions and continued service excellence.
  • Assists with tracking individual progress, conducting performance appraisals, and formulating and implementing corrective actions as needed.
  • Contributes beyond the branch by supporting and leading organizational projects.

• Operations & Compliance

  • Ensures Branch security.
  • Assists with opening and closing the building in accordance with set hours.
  • Tests security equipment as assigned.
  • Supports branch and team by verifying operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, and audit standards.
  • Provides suggestions for improved effectiveness.
  • Completes required reports and records and ensures that Branch functions, internal controls, and audits are properly documented.
  • Ensures that the Branch cash and transactions are in balance at the close of each day. This includes ensuring that all reports are prepared.
  • Aid Member Advocates as needed.
  • Investigates ATM and Member Service out of balance conditions and institutes corrective procedures.
  • Affords assistance to Member Advocates functions.
  • Performs duties related to transaction and loan processing, new account openings, account servicing including deposit products, and safe deposit boxes (if applicable).
  • Affords assistance in implementing changes to established policy and procedures within the Branch.
  • Affords assistance in determining appropriate staffing levels and scheduling employees.
  • Ensures that the Credit Union's professional reputation is maintained.
  • Replaces Branch Manager as necessary. Affords assistance in personnel functions and operational oversight as assigned.
  • Affords assistance in ensuring that the work area is clean, secure, and well maintained.

Required

• Ability to establish and maintain effective working relationships with other administrative officials and the public.
• Ability to apply interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization.
• Ability to operate related computer applications and business equipment.
• Ability to exercise good judgment and discretion in applying and interpreting credit union policies and procedures.
• Ability to turn ideas into action and quantifiable results.
• Ability to communicate and connect effectively.
• Ability to inspire trust and confidence from their teams, peers, and organization.

Education and Experience

• Bachelor’s degree or four years related experience and/or training; or equivalent combination of education and experience.
• Direct Reports: Branch Member Advocates, Assistant Branch Supervisor, if applicable.

Physical Demands

• While performing the duties of this job, the employee is typically required to remain stationary for long periods and is occasionally required to lift/move or transport up to 10 pounds.
• The employee needs to occasionally move about inside an office to access files, mail, office machinery, etc. and constantly operates a computer and other office equipment, such as a phone, copier/printer, etc. Will need to position self to maintain computers, including under desks and in the server closet.
• The employee frequently communicates with members and co-workers and must be able to exchange accurate information in these situations. Will travel to visit CU location as needed.

Reasonable Accommodations

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Core Competencies

• Every position at Credit Union of Colorado is grounded in our organizational Core Values and Core Competencies. These skills and behaviors guide how we work, collaborate, and deliver results.

Equal Opportunity Employer

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.