Branch Experience Manager

Branch Experience Manager

Santa Rosa, California

Member Experience - Branch 18 - North Dutton

Full-Time / On-site

Apply for this job

Redwood Credit Union is seeking a Branch Experience Manager who will provide vision and leadership to branch personnel to achieve or exceed established goals. Manage, plan, coordinate and ensure the administration of the day-to-day operations of a small, medium or large branch office. Develop lines of business and ensure quality Member service at all times.

Key Responsibilities:

Sales and Service: • Manage branch, employees and resources to ensure delivery of excellent service to all Members, volunteers, internal employees, and service providers by ensuring that Members are informed and aware of our full range of products and services. • Branch goal achievement by ensuring staff effectively cross-sells RCU, RCU Investment Services, RCU Insurance Services and RCU Auto Services products and services. • Allocate assigned goals among branch staff ensuring overall branch goal achievement. • Support an effective sales and service culture by coaching, recognizing and rewarding branch staff for achievement of sales and service goals. • Establish and maintain relationships with key contacts in the community. • Identify and drive additional business opportunities through community involvement and business development efforts. • Participate in community events, community volunteer boards & associations. • Adjust community and business development activities to align with the organizational priorities. • Conduct regular one on one coaching sessions with all branch staff. • Plan, coordinate, communicate, and execute regular sales and service meetings. • Ensure timely resolution of identified Member issues. • Ensure staff is scheduled appropriately to ensure superior Member service and branch needs are met.

Branch Administration: • Ensure ongoing staff training and development. • Plan, coordinate, communicate, and execute regular staff meetings. • Ensure branch staff receives and understands important organizational communication. • Collect and analyze weekly/monthly reports to evaluate strength and weaknesses of branch to improve performance. • Actively recruit, interview, select, and hire qualified employees. • Conduct and deliver performance evaluations and merit increases for branch staff. • Coach, mentor, motivate, develop and discipline branch staff. • Attend and participate in internal meetings and disseminate information to staff. • Professionally represent the credit union at external functions and activities, acting as an ambassador for RCU.

Branch Operations: • Review and identify cost effective and efficient utilization of branch resources. • Ensure acceptable branch audit by ensuring compliance with established policy and procedures. • Safeguard Member information and ensure confidentiality by following established policy and procedures. • Support branch staff to ensure they can perform all their job duties, including being able to perform those functions yourself as needed.

Other Functions: • Recommend and implement policies and procedures. • Draft correspondence for Member related inquiries. • Participate in credit union committees. • Perform special projects, research, and analysis as requested. • Perform other duties as assigned. • Participate in community events, community volunteer boards & associations.

About Redwood Credit Union

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, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all.

Why work for Redwood Credit Union?

• 27th largest credit union in the U.S. and the largest financial institution based in the North Bay • Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial • Recognized by Newsweek as one of "Americas Greatest Midsize Workplaces 2025" • Recognized by Newsweek as one of "Americas Best Credit Unions 2025" • Top Corporate Philanthropists (#24) - San Francisco Business Times • Voted Best Places to Work in the North Bay 20 years in a row • World-class Employee Engagement scores • Rated Superior in Service by more than 90% of Members, surveyed by SF Gate • Industry leading Net Promoter Scores across the U.S.

Minimum Qualification:

Knowledge, Skills and Abilities:

Excellent leadership and problem-solving skills. Ability to influence and motivate others. Ability to direct and supervise the work of others. Thorough knowledge of modern sales management principles, practices, and techniques. Knowledge of business development methods and practices and program development. Thorough knowledge of branch operations policies and procedures. Excellent oral and written communication skills. Excellent organizational skills and ability to prioritize and successfully manage multiple tasks and deadlines simultaneously. Ability to work and act independently and confidentially, using discretion and tact. Ability to analyze situations and recommend workable solutions. Ability to effectively research and report data. Ability to distinguish and manage confidential material and information. Ability to work a rotating schedule which will include working on rotating Saturdays. Ability to attend morning and evening meetings and events. Ability to establish and maintain effective working relationships with a diverse group of people; desire to work in a team environment. Demonstrated ability to cross-sell financial services products. Skilled in the operation of office equipment including PC with word processing and spreadsheet software, intranet, and Internet access.

Licenses and Certifications:

Ability to obtain and maintain registration with the National Mortgage Licensing System and Registry in compliance with the requirements of Federal Law, including the SAFE ACT and NCUA part 761. Position requires the ability to be a registered and designated endorsee with the California Department of Insurance.

The ideal candidate has a combination of education and experience equivalent to a bachelor's degree in business administration, accounting, finance or closely related field and a minimum of eight years of financial services, sales, or operational management experience.

Compensation:

Base starting range: $111,904 to $147,433 annually commensurate with experience. Our base salary starting range is based on scope and responsibilities of the position, candidates work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits. Redwood Credit Union offers a robust benefits package to our eligible employees including: • Competitive medical, dental, and vision insurance, mental health offerings • Employee performance incentive plan • Salary Advancement- Merit increase based on performance • 401(k) program with employer match • Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!

RCU Discounts and Perks:

• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans • RCU employees are eligible for a 1% discount on all recreational or boat loan products • 2% discount off Visas and LOC Loans through RCU • 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000. • 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000. • 0% interest on garment, fitness, or home office equipment loan of up to $500 • 100% financing for employee purchased homes!

Physical Requirements:

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

Redwood Credit Union is not offering Visa transfers and/or sponsorships for this position.

Internal Team Members: If you are a current Team Member, please apply through the internal careers page located in RCUNET.

We are an Equal Opportunity Employer

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us at [emailprotected].

Apply for this job