VP, Branch Manager (Torrance)

General Summary

Branch Manager position manages all sales, service, compliance, and operational activities in the assigned branch.

Sales Management

• Works with staff (including management team) to ensure monthly branch and individual goals are met.
• Coeaches and monitors staff to ensure consistent performance expectations are achieved.
• Recognizes and rewards achievements; designs campaigns and contests to support and achieve branch goals.
• Ensures all branch staff are knowledgeable in credit union products and services to appropriately offer these products and services to members and potential members, and to deepen existing member relationships.

Member Experience

• Ensures staff provide an exceptional member experience consistent with Credit Union standards;
• Resolves escalated member complaints quickly, accurately, and timely.
• Ensures staff adheres to Branch Service Level Standards, Internal Service Level Agreements, and Corporate Strategic Initiatives.
• Ensures all staff is trained in first contact resolution and cross-trained in all areas necessary to provide timely and exceptional member service.
• Serves as backup for Financial Service Representative or Member Service Representative when needed to ensure employee and member experience expectations are exceeded.

New Member and Business Development

• Conducts external sales calls, in person and by phone, to solicit new consumer and/or business relationships.
• Attends onsite school, community, and networking events that promote new member growth.

Operations Management

• Oversees branch controls and compliance, to effectively manage risk and ensure positive internal audits and certifications.
• Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the credit union and its members assets.
• Maintains and manages quality service standards set by the organization.
• Supports the organization’s strategic initiatives.

Staff Management

• Along with Assistant Branch Manager, recruits, hires, and trains employees.
• Provides continuous coaching and mentorship to employees.
• Aid employees with career paths to ensure their success.