FUNCTION DESCRIPTION: Responsible for leading all aspects of customer relationships delivered through the branch. Supervises operations area including hiring, performance management, reviews and salary recommendations. Ensures compliance with operational procedures. Responsible for audit scores. Supports branch sales and service goals by training, coaching and developing teller staff, as well as setting a good example by meeting own goals. Responsible for branch goals. Resolves escalated issues keeping Branch Manager informed. Serves as back-up underwriter for the branch. Assumes managerial duties in the absence of the Branch Manager. ORGANIZATIONAL RELATIONSHIPS: Reports to: Branch Manager Supervises: Tellers, Lead Tellers, Supervisors and Financial Specialists (along with the Branch Manager. Contacts: Contacts: Credit union members, other credit union branches/departments, credit union officials, auditors, vendors, local community members and businesses and all internal staff. QUALIFICATIONS/REQUIREMENTS: Education: Bachelor's degree in Business/Finance or equivalent work experience. Experience: Prefer 4 years teller / operations experience. Two years sales and customer service preferably in financial services. Three years supervisory/management experience Skills: Entry level underwriting authority required Strong operational skills Sales and service skills Coaching and training abilities Clear communication, both verbal and written Ability to work independently without supervision Can accurately and efficiently enter data and update member financial records via computer terminal Ability to accurately maintain a teller drawer. Demonstrated knowledge of computer programs ex. Excel and Word Knowledge of operational policies and procedures. A high level of professional maturity, demeanor, and appropriate business appearance. Equipment: On-line computer terminal keyboard and visual monitor, (CRT), calculator, copier, FAX, telephone, printer, ATM, cash dispenser (CDR), alarms. ESSENTIAL FUNCTIONS: Provides a valuable and enjoyable experience to both internal customers and members during interactions. Consistently suggests ways to improve the member/customer experience through improved processes and technology. Manage and Coach to WOW behaviors by utilizing observations and level sets. Manage branch staff including hiring, performance management, conducting monthly one-on-ones, writing reviews and making salary recommendations. Manage operations of the branch, including responsibility for audit scores. Ensure compliance with Operational Procedure Manuals. Ensure monthly branch audits are completed accurately and in a timely manner. Produce daily, weekly & monthly audit reports. Evaluates, develops, motivates and trains all branch personnel, coach staff in sales and service activities. Ensures branch staff has strong product and process knowledge. Manages human resource issues: recruiting, hiring, training and performance issues, etc. Manages losses and other risk issues and ensures financial losses are within acceptable guidelines. Assists with managing the largest, most profitable relationships at the branch, as identified by profitability analysis. Ensures branch effectiveness and adherence to all branch operations, procedures, and compliance. Maintains thorough knowledge of lending process, Security and Fraud procedures, and functions of all automated equipment. Serves as a branch-wide source of knowledge on credit union operating procedures in order to provide necessary support to branch staff. Recommends and helps develop and implement new policies and procedures. Assists in defining and developing strategy needed to set or meet organizational goals. Insures adherence to the annual operating plan and budget leading to expense control, select purchasing and efficient property management Management retains the discretion to add to or change the duties of this position at any time. WORKING CONDITIONS: May necessitate movement to other branches or departments.Office environment.Mobility throughout department.Bellco requires all employees who drive their personal or a company vehicle in the routine performance of their jobs to have a valid driver’s license. They must provide proof of valid insurance.