Branch Supervisor II

About the role

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.

Responsibilities

• 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.
• Assists with 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).
• Verifies deposits, process loans, and approve transactions within established limits.
• Provides excellent service by demonstrating courtesy and personal concern for members and coworkers needs and followsup to ensure those needs are met.
• Promotes branch business development and seeks to broaden member base.
• Reviews and responds to Member Loyalty surveys in a timely manner and shares any feedback internally as appropriate.
• Reviews and monitors the work of branch personnel.
• Provides suggestions to leadership and supports as necessary.
• Team Leadership & Development
• Interviews, hires, and trains Member Advocates, as well as planning, assigning, and directing work.
• Aids in 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. Includes ensuring that all reports are prepared.
• Provides assistance to Member Advocates as needed.
• Investigates ATM and Member Service out of balance conditions and institutes corrective procedures.
• Assists in finding balancing errors.
• Ensures that each Member Advocate balances at the end of each day and secures all funds in compliance with established procedures.
• Maintains ATM functionality and oversees cash vault operations including ordering, balancing, resolving discrepancies, and maintaining appropriate cash levels in all cash entities.
• Assists with 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).
• Assists with implementing changes to established policy and procedures within the Branch.
• Assists with determining appropriate staffing levels and scheduling employees.
• Ensures that the Credit Union's professional reputation is maintained.
• Replaces Branch Manager as necessary.
• Assists with personnel functions and operational oversight as assigned.
• Ensures that work area is clean, secure, and well maintained.

Requirements

• 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. 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. Employee needs to position self to maintain computers, including under desks and in the server closet. Will frequently communicate with members and co-workers and must be able to exchange accurate information in these situations. Employee will travel to visit CU location as needed.