Branch Manager

General Job Description:

The Branch Manager is responsible for the service and efficient daily operation of the credit union office, including member service, operations, regulatory compliance and security in accordance with the credit union’s objectives. Provide a superior level of member service relations and promote the service culture through coaching, guidance, member interaction and staff motivation. The manager is a highly visible presence in the branch and leads the service culture by example. Motivated by success and passionate about overall performance of the team, as well as, working and achieving higher results. The Branch Manager is responsible for the maintenance, operational integrity, and security of the branch facility and its contents.

Essential Duties and Responsibilities:

• Lead, direct, coach and motivate a team of Member Service Representatives and ensure consistent and exceptional service to all members.
• Meet established service quality goals as measured by member satisfaction surveys and other methods.
• Provide friendly, professional, and accurate service and support to all members and associates;
• Resolve complex member issues to a mutually beneficial resolution.
• Direct, develop, hire and discipline branch personnel; administer performance evaluations and recommend appropriate personnel actions.

• Motivates and coaches their staff to cross-sell credit union products and services to members to meet or exceed established expectations.
• Successfully maintain all elements required for a satisfactory branch operations review.

• Ensure adherence to all credit union policies and procedures, all required state and federal regulations, and the Bank Secrecy Act.
• Maintain adequate staffing to ensure optimal member service.
• Represents the credit union as appropriate in its relationships with members, sponsor organizations, suppliers, other financial institutions and similar groups.
• Perform other related duties as required and assigned.

Skills/Abilities:

• A significant level of trust and diplomacy is required, in addition to courtesy and tact.
• Excellent verbal and written communication skills.
• Ability to articulate concepts and positions well while dealing with a diverse group of members, staff, and management.
• Make prudent decisions that are timely, well researched and understand their organization impact.
• Promote a collaborative, cooperative and productive work environment.
• Ability to deliver, encourage and sustain a positive and professional work environment.
• Significant knowledge of financial services operations and the ability to coach others for optimum performance.

Education & Experience:

• Bachelor’s Degree or a combination of experience and college education sufficient to perform job functions.
• 2 or more years of management experience within the financial services industry.

Physical/Mental Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of the job, the employee is regularly required to stand, sit, walk, use hands to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.
• The vision requirements include close vision and ability to adjust focus.
• The mental demands include detailed work, problem solving, member contact, reasoning, math, language, written and verbal communications, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.
• Nature of position requires physical mobility and ability to lift a minimum of 50 pounds.
• Must have flexibility to deal with changing work hours and locations as needed.