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Form of workPosition Title: Manager, Retail Services
Reports To: Assistant Vice President, Retail Services
Directly Supervises: Retail Services Personnel
Exemption Status: Exempt
Reports To: Assistant Vice President, Retail Services
Directly Supervises: Retail Services Personnel
Exemption Status: Exempt
The Manager, Retail Services is expected to provide supervisory and leadership ownership in ensuring the branch is staffed and functioning smoothly. Job duties may require the need to work additional hours or days of the week in order to lead the branch, participate in business development activities, support the employees, and serve the members.
Essential job duties:
- Support the mission, vision and values of the Credit Union
- Lead the team to meet and/or exceed branch goals, objectives, and service standards as established by the Credit Union.
- Adhere to policies, procedures, compliance, safety, and security as they relate to the job in conjunction with audit requirements/findings.
- Maintain knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
- Responsible for the performance of direct reports production, sales, service quality and branch operations.
- Responsible for department/branch performance to achieve sales and services goals and objectives.
- Plans, identifies, coordinates and implements strategic actions for cultivating strong SEG and community relationships.
- Coordinates and conducts member education initiatives which provide seminars, youth programs, and underserved member outreach to extend our credit union philosophy and impact.
- Lead, supervise, and coordinate training for staff, including new employees, ensuring knowledge and skill level is appropriate to job duties and functions, particularly with regard to quality service expectations, and with cross selling products and services.
- Actively monitor and follow up on workflow queues for new and pending accounts and applications, to successfully secure new business and ensure cross sell opportunities have been identified and maximized.
- Handle or assist employees with basic and complex member transactions, questions, issues, and problems.
- Responsible for building member relationships which meet and/or exceed the expectations of members.
- Develop direct reports to actively take an interest in members’ financial lives to assist in identifying opportunities and needs. Engage team to actively promote marketing campaigns and promotions by educating members of their benefits and value.
- Provide coaching with regard to new account relationships, service requests, and ancillary service opportunities.
- Take ownership for resolving member grievances and complaints from start to resolution, in a timely and satisfactory manner, and in compliance with applicable regulatory requirements.
- Responsible for the recruiting, supervising, coaching, directing, and appraising of staff for optimal performance.
- Ensure appropriate delegation of work assignments, responsibilities, and authority.
- Provide timely and fair feedback to employees through coaching, counseling, meetings and appraising.
- Track individual progress and conduct timely performance appraisals on all employees as required. Formulate and implement corrective action as needed, in collaboration with AVP, Retail Services. Recommend promotions for employees as appropriate.
- Responsible for the performance of operational tasks and assignments that support the retail branch function.
- Ensure operations are conducted in accordance with established policies, procedures, and guidelines, and within legal and regulatory requirements.
- Ensure adequate controls are maintained, such as dual controls for operational tasks. Dual control can be associated with card issuance systems, branch opening, branch closing, ATM servicing, cash counts, cash, and negotiable instrument controls and processing.
- Within the scope of authority and privileges, provide approval and override support to employees.
- Promptly and accurately complete required reports and records, such as time card recordings and approvals, branch balancing reports, branch logs, report tracking, and report review and monitoring.
- May serve as a Membership Officer, responsible for the review, verification, and approval of new membership accounts.
Non-essential job duties:
- Other duties, tasks and assignments as delegated from time-to-time.
- Attend and actively participate in meetings and training sessions. May regularly facilitate meetings or training sessions with branch team.
- Keep manager updated and informed of area activities and significant problems, and progress toward established goals and objectives.
- Actively make recommendations to Director of Retail Services and assist in the development of process or procedure enhancements to increase effectiveness, efficiency, and support goal achievement and serving members.
- Ensure branch and staff is prepared and equipped to function in a smooth and professional manner.
- Participate in training and development to increase knowledge and skills.
- Display initiative through proactive involvement, self-improvement, and by taking advantage of opportunities.
- Maintain state notary commission.
- May be cross-trained or certified in other areas of responsibilities.
- May be cross trained and certified in providing limited assistance with wealth management inquiries.
Minimum Qualifications:
Education
- High School diploma, GED, two-year college degree or equivalent preferred; or completion of a specialized coursework at a business or trade school.
Experience
- A minimum of five years’ of work-related experience in a full-service financial institution or experience in a related position in a related field. Proven success at exceeding goals and/or sales expectations. Prefer at least two years supervisor experience.
Knowledge, Skills & Abilities
- Possess excellent customer service and sales skills.
- Possess excellent communication skills both verbally and written.
- Possess thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
- Possess strong knowledge of regulations including safety and soundness practices applicable to essential responsibilities.
- Ability to read, speak, and write clearly to convey information in a courteous and effective manner.
- Possess excellent interpersonal skills to communicate and represent the Credit Union positively with members, co-workers, and management. A significant level of trust and diplomacy required, in addition to courtesy and tact.
- Possess strong problem-solving skills to research, investigate, and offer solutions to issues that are more complex and difficult in nature. Problem solving may require analysis of a variety of data.
- Work requires judgment, ingenuity and reasonable analytical skills. A moderate amount of discretion is available to perform the job.
- Pays close attention to detail, ensuring accuracy and completeness of work output.
- Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusion or approaches to problems.
- Excellent organization, planning, and follow-up skills.
- Flexible and adaptable to change.
- Able to handle multiple tasks, responsibilities and/or projects.
- Ability to resolve inter-personal conflict and miscommunications.
- Solid math skills.
- Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook).
- Symitar for Windows (Episys Quest) desirable.
