Branch Manager - Camino Fcu

Reports To: Vice President of Sales

FLSA Status: Exempt

Basic Function:

Manages credit union branch sales and service function. The primary goal is to "serve the members'' basic financial needs resulting in membership growth, deepening of member relationships and overall branch profitability. The Branch Manager holds ultimate responsibility for meeting sales and revenue goals and maintaining operational integrity. This is accomplished by creating a vital sales and service organization, promoting teamwork with external partners and other internal corporate departments. Recruits, trains and coaches a successful sales team through the development of team members as a competitive advantage. Provides support, guidance, and training to staff through group and one‐on‐one interactions. Responsible for effective staff salary administration and rewards. Develops and administers budgets, business development goals and objectives, staffing models, schedules and performance standards.

Essential Functions:

• Coaches staff to fulfill sales and operational goals. Leverages meetings and coaching sessions to ensure the successful development of their team. This will include daily huddles and cool downs, weekly sales meetings, specialized product training, and one-on-one coaching with direct reports.
• Monitors quality of service for members by regularly observing direct reports' interactions with members. Ensures that employees meet the expected level of service to members.
• Maintains an expert level of knowledge of the Camino Sales Process and ensures Member Advisors are following the standardized best practices that lead to the ideal member experience.
• Assists in evaluating staff's work performance by helping to prepare and deliver annual reviews.
• Maintains knowledge of the Credit Union's products and services in order to efficiently train and motivate staff to cross-sell.
• Maintains knowledge of the Credit Union's systems and technology in order to efficiently train and motivate staff to efficiently and effectively serve our membership.
• Maintains communication between the branch and management by preparing daily, weekly, and month-end reports regarding operations and productivity.
• Formulates recommendations and provides feedback to management regarding operational policies and procedures.
• Monitors office activity, including number of transactions, loan volume, sales volume, etc.
• Schedules, supervises, and motivates branch staff in an effort to maintain optimal member service satisfaction levels.
• Represent and promote the Credit Union within the business community. Manages the relationship with one or more school districts. Leverages this relationship to grow membership within the district. May be responsible for managing event planning for business development or member service related events. May be responsible for scheduling and delivering financial literacy training to local schools or SEG groups.
• Directly manages Lead Member Advocate, Lead Advisor, and Assistant Branch Manager, ensuring the operational integrity of the branch. Includes review of balancing certifications, report and document review, operational checklists and transaction logs. Will step in to ensure operational processes do not lapse. Regularly reviews daily logs to ensure transactions are processed correctly. If weaknesses are identified, reports them to the VP of Sales or other member of the executive team.
• Assists in managing the security and safety of the branch, by analyzing security and safety policies and procedures. Alerts staff of any changes.
• Responsible for interviewing, hiring, and training staff. Assists in ensuring that the branch is in compliance with federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies.
• Holds responsibility for ensuring all new membership cards are audited by a member of the branch management team. Deviances from procedure will be documented by the Branch Manager and reviewed with staff. Provides training to staff in regard to operations and policies.
• Performs corrective action meetings with employees if necessary. Responsible for termination in extreme circumstances.

Other:

• Completes projects on a timely basis as assigned by management.
• Ensures that an escalation tree is followed for member complaints and is the final branch escalation point for any member concerns. Manages the necessary balance between member service and business acumen.
• Leads by example - cross-sells credit union products and services when assisting members or non-members. May hand off account opening or loan applications as appropriate.
• Resolves member complaints as they occur.
• Must maintain Notary Public certification and is responsible for providing notary public service to members to facilitate loan signings and/or other member requests.
• Must maintain NMLS certification and use NMLS number in all required documents and communications.
• Performs other various duties as assigned.

Knowledge Skills and Abilities:

• Possess education equivalent to a four‐year high school education plus some additional post‐secondary technical course work.
• Possess minimum of three years of similar or related experience to include previous sales and lending experience.
• Possess prior supervisory experience.
• Possess well‐developed communication skills using tact and persuasiveness to reach an objective and maintain goodwill.
• Possess ability to motivate branch staff.
• Possess ability to handle confidential/sensitive information in a professional manner.
• Possess ability to manage multi‐functional tasks.

Working Environment:

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 this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand and sit. The employee is occasionally required to walk; climb or balance; stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Must also be able to work a flexible schedule, to include occasional after hours as necessary. Must be able to travel to branch locations.

Must be able to travel for business related matters.

Note: Job descriptions are not intended, and should not be constructed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making decisions pertaining to compensation.