Position Summary

Enhances the quality of life for our members by meeting or exceeding their service expectations either personally or through effective supervision and coaching of employees. This individual provides leadership support while also actively assisting members with transactions, loans, and a wide variety of other services. Responsible for ensuring excellence in member service and operational soundness. Manages assigned team members to achieve service and sales objectives. Regularly supports day-to-day operational duties, thus supporting business development activities completed by their manager.

Essential Functions & Additional Responsibilities

20% - Leading Talent – Hires, trains, directs and evaluates employee performance and behaviors to serve the member experience. Allocates resources to meet operations needs within the department. Provides leadership, coaching, and direction for their team members ensuring they have the support and development opportunities to become well-trained employees excelling in their roles.

40% - Operations Management – Operational duties include but are not limited to: Oversight of teller operations, ensuring cash controls, scheduling, timecard validation, training, performance coaching, professionally written document preparation and delivery. Completes quality control reviews of multiple areas of compliance including employee adherence to regulatory and internal policies. Coaches areas of concern and uplines communication to manager. Responsible for completion of monthly audits and reporting. Provides on-the-job training to employees regarding procedures, security, products and services, sales opportunities, member service and operational processes.

35% - Sales and Service – Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union. Consistently reviews and responds to member service feedback. Willingly and proactively supports and leads employees to maintain a professional member centric, needs-based sales environment. Processes loan applications, funds loans, and opens new membership accounts as needed. Drive performance that leads to improved financial lives of our members. Provide employee support, development, and leadership. Accurately completes loan and title documents. Participates in outbound calling campaigns as needed.

5% Performs other duties as assigned.

Education:

A high school diploma or G.E.D.

Experience:

A minimum of 3-5 years of experience in a financial institution required. Ability to work shifts between the hours of Monday – Saturday 8am to 6pm. Bilingual preferred.

Skills & Competencies

• Live the mission, vision, and core values of the credit union.
• Able to communicate effectively and tactfully with employees and members both orally and in writing.
• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
• Exceptional leadership skills: ability to motivate, influence, and engage direct and indirect reports and peers with a significant level of diplomacy and trust.
• Excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills.
• Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.
• Act as a change agent, who can collaborate with diverse interest and adapt to internal, market or regulatory-driven changes.
• Strong mentoring, coaching experience to a team with diverse levels of expertise.
• Excellent presentation skills, confident in all settings with individuals at all levels of the organization both internal and external.
• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
• Thorough knowledge and understanding of organization’s Employee Handbook and policies.
• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.