Branch Service Manager/Team Leader

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.

Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.

Get to know us: About - Gesa Credit Union

The Branch Service Manager/Team Leader is responsible for all operations, direct supervision of all full-time equivalency (FTE) within the branch, budget and effective cost management, and overall performance success of their branch. They are also proactively engaged in business development activities in the community.  The Branch Service Manager/Team Leader is a coach and mentor to team members and uses their exceptional member service and experience to onboard all new team members in the branch. Additionally, the Branch Service Manager/Team Leader can fluidly transition between tasks assisting members and supporting the branch as a Member Service Associate (MSA), Sr. MSA, Personal Financial Representative (PFR), and Sr. PFR. The Branch Service Manager/Team Leader is excellent at deepening member relationships by referring, following up, and contacting members through phone calls and other communication methods. Branches with a Branch Service Manager/Team Leader have no direct support from an Assistant Branch Manager/Team Leader and must provide exceptional service, while performing high-level managerial duties.

1. Provide exceptional member service to all whom we serve.
2. Solve problems, take ownership of member concerns, provide prompt resolutions, and provide timely follow-up on concerns and resolutions when necessary.
3. Have a core understanding of financial literacy, products, and services and be able to fluidly converse with members.
4. Demonstrate an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
5. Offer appropriate products and/or services to deepen member relationships and refer to other expert team members and/or departments as appropriate.
6. Make outbound calls to members for the purpose of establishing, growing, and nurturing member relationships.
7. Ensure branch equipment is always working properly and promptly acts when equipment is malfunctioning.
8. Proactively engage in business development activities in the community that contribute to branch, company, and organizational goals
9. Responsible for the oversight of the branch budget and cost management
10. Responsible for managing the overall branch performance and profitability.
11. Fluidly transition between tasks as an MSA, Sr. MSA, PFR, Sr. PFR.
12. Review documents and transactions prepared by team members to ensure they accurately adhere to regulations and credit union policies and procedures.
13. Oversee scheduling, interviewing, hiring, the progressive action disciplinary process, and timely team member performance evaluations.
14. Train team members to broaden their understanding of financial literacy, products, and services.
15. Hold team members accountable to the expectations as outlined in their job descriptions. Take timely action upon the corrective and progressive disciplinary action process.
16. Onboard, train, and mentor new branch team members
17. Responsible for overall branch safety and security policies. Ensures strict adherence to safety policy and procedure.
18. Understands and completes branch audits and certifications in accordance with regulations, policy, and procedures.
19. Coach and mentor team members to be proficient in their job role and successful in reaching their career goals.
20. Understands, discusses, and opens business accounts, deceased-owner accounts, and other complex accounts and distributions.
21. Discusses, gathers, and works with the member and appropriate department(s) to open and maintain specialty accounts such as Trusts, UTMAs, Estate Accounts, Representative Payee, Attorney-in-fact, Durable Power of Attorney, etc.
22. Assist non-members with establishing membership and opening new accounts.
23. Accurately take consumer lending applications, review credit reports, submit loan documentation, and close loans
24. Discusses IRAs and HSAs with members and non-members and meets predetermined goals.
25. Process international and domestic wire requests
26. Acts as a Notary Public and performs notarial services in accordance with state regulations and credit union policies.
27. Oversee cash activity to ensure the branch and team members are following established cash limits. 
28. Open consumer deposit accounts and consumer account maintenance
29. Place cash orders, supply orders, balance vault cash, and maintain ATMs. Oversee team members perform these duties.
30. Review and process overrides/approvals within authority while minimizing risk.
31. Demonstrate the ability to perform branch certifications, cash drawer audits, cash drawer overages, and OFAC reports.
32. Perform transactions and service requests on member accounts in an accurate and timely manner.
33. Accurately follow all cash handling procedures and balance cash drawer (vault) at the end of every day and load/balance Cash Dispenser/Recycler/ITM
34. Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act
35. Oversee team members while they assist members with Digital Banking enrollment, navigation, resets, and maintenance. May perform these duties, as required.
36. Assist members with complex and sensitive fraud disputes.
37. Understands and is able to discuss and enroll and or demonstrate member “self-service” options.
38. Adheres to and/or helps manage Gesa Credit Union Attendance Policy
39. Participates in community events and volunteering events to give back and promote Gesa Credit Union
40. Other duties and projects as assigned.

1. Professional written and verbal communication
2. Make sound decisions that minimizes risk in a timely manner
3. Ability to ask open-end and clarifying questions to understand member needs and deepen relationships
4. Display professional social skills to relate effectively to members, the public, colleagues, and all levels of leadership
5. Respect and support all areas of diversity in the workplace and our membership
6. Complete assigned training programs in timely and accurate manner
7. Participate in and support a team environment
8. Meet or exceed established service levels, job performance, and organizational goals
9. Constantly adapt to changing priorities with a positive attitude
10. Ability to prioritize tasks, delegating when appropriate
11. Perform their jobs to a reasonable, acceptable standard, which includes attentiveness to detail, timeliness, and quality of work
12. Exercises the utmost discretion and sensitivity when assisting with member transactions.

Leaders at Gesa Credit Union are lifelong learners who, by developing themselves, are better able to grow our team members and our organization as well as serve as influential role models for each other. We believe that every team leader, no matter their position or years of experience, must model and continue to strengthen these competencies which are foundational to our view of leadership and support the achievement of our strategic goals.

• Leading Others
• Developing Others
• Emotional Intelligence
• Social Responsibility
• Performance & Results Orientation

1. High School Degree (or equivalent) required. Two-year degree in related field preferred.
2.  At least one year of lending and account opening experience required.
3.  At least one year of management experience required.
4. At least two years of financial industry experience required.
5. Sales/relationship building experience required.
6. Cash handling experience preferred.
7. Notary Public.
8. At least one year of customer service experience required.
9. Demonstrate and support credit union values and service standards.
10. Attend and engage in community events on behalf of the credit union.
11. Maintain confidentiality, control risk, and lead operations in accordance with company policies, procedures, and regulatory requirements.
12. Demonstrate a high level of personal integrity and ethics.
13. Report for work on time and maintain a schedule of regular attendance.
14. Some travel may be required.
15. Proficient with varying levels of technology.

In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year accrual of Paid Time Off – Plus 10 Paid Holidays!
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

$67,250.68 -$100,876.01

Get wise to what’s possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment drug screen which includes screening for all drugs considered illegal or controlled by the State(s) in which the candidate will be performing work, as well as, a credit/background check and a skills assessment.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.

Equal Employment Opportunity (gesa.com)