Branch Manager

The Branch Manager is responsible for daily oversight and activities of the branch, leading the team and providing exceptional member service with the highest degree of accuracy and professionalism.  The Branch Manager supports, trains, and coaches the team in all aspects of sales and service, ensuring consistency, quality, and integrity.  Branch Managers are a positive influence actively involved in the community and business development, driving new membership, deepening existing memberships, and increasing loan volume.

Knowledge Of:

• Credit Union policies and procedures.
• Credit Union’s financial software system as applicable to branch management, member services and sales/referrals.
• Regulatory and Compliance issues applicable to credit union deposit products and services.
• Credit Union terminology and acronyms commonly utilized in day-to-day communication with managers and staff in the credit union.
• Each job within the branch and of each department member’s abilities in regard to branch/cash management, member file maintenance, and related functions, and sales acumen.

Ability To:

• Operate a PC using the following software applications Excel, Word, PowerPoint and Outlook.
• Operate the Credit Union’s financial software to access member accounts to perform transactions, account inquiries, open new memberships and consumer loans.
• Lead, mentor, develop, and manage the branch staff and promote a positive culture.
• Identify and analyze member and employee needs and create solutions to satisfy these needs.
• Communicate professionally and effectively verbally and in writing with co-workers, employees, and members.

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

• Independently leads the branch with focus on growth while providing excellent member service experiences, operational soundness, and team development. Branch Managers lead by example.
• Coaches staff regularly to build sales competencies and ensure operational soundness for the betterment of the individual/team/credit union. Provides coaching to employees using the coaching feedback model, in-the-moment coaching, call reviews, data, and observations.
• Accountable for leading team in achieving their individual and collective sales goals, in addition to personal BM sales goals, providing ongoing sales coaching, role plays, shadowing, and post interaction on the spot feedback. Goals are inclusive of referrals, loan production, new member production, services per household, active ratios, etc.
• Ensures adequate branch staffing to provide exceptional member experiences and enabling the team to fully participate in call campaigns and member follow-ups.
• Acts as a brand ambassador, actively representing Empeople at branch-hosted and external events with a focus on establishing leads and ultimately converting leads to new members.
• Creates and manages to a strategic plan for branch growth, providing quarterly look back/look forward reviews and pivoting strategy as appropriate with support from senior leadership.
• Consistently available for supervisory overrides, check approvals, and member error resolutions.
• Builds a cohesive, yet competitive, team atmosphere by designing and delivering consistent team meetings, messaging, and holding employees accountable to performance standards
• Actively develops new members and targeted employer SEG partnerships in the community through business development activities, community involvement, and engaging in activities in forums with high value prospects – asking for the business and securing next steps.
• Promotes credit union products and services based on member needs as obtained from member interviews and/or review of member’s accounts. Provide consistent, exceptional quality service to the membership to build long-term member relationships.
• Integrates superior service delivery into work habits, processes, and service delivery systems. Always ensures consistency and integrity across the team. 
• Accountable for operational efficiency and soundness within the branch, including all policies and procedures within branch and at opening/closing.
• Handles scheduling for the branch team ensure coverage needs are met, including scheduling time for teammates to do outbound calls and member follow ups.
• Handles/Follows up on member grievances and research items in accordance with credit union policy. This includes member survey calls, service events and additional member feedback via phone or in person.
• Complies with all applicable laws, regulations, policies and procedures.  Adheres to all security procedures and regulatory guidelines for Regulation CC, the Bank Secrecy Act, OFAC and USA Patriot Act/Customer Identification Act (CIP).  Maintains confidentiality of current, past, and potential members and their personal and financial information
• Assist in creating procedural consistency throughout the organization to minimize risk and create process improvements.
• Uphold the professional image of the credit union in areas of communication, dress code, and appearance of the branch and lobby area.
• Perform additional duties as may be assigned by management.
• Occasional travel from branch to branch and weekend work is required.

• High School graduate, though a bachelor’s degree from a four-year college or university is preferred. Banking certifications and related course work are a plus.
• Strong leadership and management skills, preferably with three-to-five years of supervisory experience in a sales environment
• Proven track record of establishing relationships and leading a branch team within a financial institution environment.

License or Certificate:

• Bondable
• Acceptable Credit History
• Meet SAFE Act Requirements

COMPETENCIES:

• Communication Skills
• Mathematical Skills
• Reasoning Ability

• Health, Dental & Vision Benefits
• Bonus opportunity
• 401(k) with match and profit sharing
• Flexible Time Off