Description

The primary role of this position is to assist Del Norte Credit Union in living out its mission of improving lives as a financial cooperative by possessing a passionate devotion to providing outstanding and empathetic service to Del Norte Credit Union members and fellow teammates. Exemplify Del Norteno Pride to live with character, feel with empathy, and act with passion; a key component of this is to identify the financial needs of the member and recommend an appropriate credit union solution.

One of the primary means to achieve this is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. In addition, this position will support the Branch Experience Manager in directing the operations of the branch, ensuring the branch meets organizational, financial, operations, service, and growth plans. Member service is an important part of the member experience, it is how we see, use knowledge and interact to engage and guide members through a world class experience.

 The salary range for this position is $61,306.08 to $91,959.12. New hires typically brought into the organization at a rate between the range minimum and the range maximum, depending on the qualifications, internal equity and the budgeted amount for the role. 

Essential Functions & Responsibilities:

•  In support of the Credit Union's performance excellence initiatives all managers are expected to take ownership of several strategically important responsibilities including:
  1. Managing their staff in alignment with the credit union's management philosophy.
  2. The identification and implementation of training and development needs for everyone in their department, including cross-training and succession planning.
  3. Building and managing vendor relationships including costs, risks and timely review of contracts for assigned vendors.
  4. Compliance with all related policies, procedures and regulations; the documentation and improvement of departmental processes and procedures.
  5. Serving on cross functional project teams and making sure that all associated tasks are completed timely. 
•  Supports Branch Experience Manager with the oversight of performance and operation of branch to ensure its optimum efficiency, effectiveness, and compliance while meeting branch and organizational goals, and strategic initiatives. 
•  Supports Branch Experience Manager with the completion of all daily, weekly and monthly processes for certifications, audits and reports prior to end of month. 
•  Supports Branch Experience Manager in performing observation and coaching on the teller line and platform areas in accordance with our service standards, member education, and process and procedures. 
•  Supports the selection of talent, training, development, and effectively role model and motivate high job performance. 
•  Supports Branch Experience Manager in monitoring all branch activity to ensure they are in compliance with established policies, procedures & regulations. 
•  Deliver outstanding service to both internal & external members that meet or exceed our member service standards. 
•  Supports and promotes a member-first education culture within the branch by example and training employees to identify opportunities to promote credit union products and services. Coach to live DNCU’s mission of improving lives while meeting and/or exceeding established member education and branch goals. 
•  Support Branch Experience Manager with and participates in marketing and awareness campaigns to increase member engagement and growth. Contribute to and support Branch Experience Management in the development, implementation and accomplishment of branch and organizational strategic short & long-term goals and objectives. 
•  Supports Branch Experience Manager with the co-facilitation of member education team meetings or huddles to inform, inspire, and motivate employees to perform at peak levels. 
•  Proactive approach in conflict or problem resolution. Clearly listening, to the voice of the member, to help identify opportunities to improve the member experience. 
•  Strong communication skills characterized by excellent speaking and writing abilities. 
•  Implement and maintain established policies, operating procedures, and security; monitor and ensure that mandatory annual compliance courses are completed as assigned. 
•  Demonstrate enthusiastic support of corporate mission, core values and long-term objectives. 
•  Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and work procedures. 
•  Must possess effective knowledge of the credit union’s products and services. 
•  Supports Branch Experience Manager in creating and implementing a succession plan for future leaders. 
•  Performs job related duties as assigned. 

Performance Measurements:

•  To maintain a cohesive, highly trained and motivated staff, sufficient to meet the needs of members and receive feedback from employees. To maintain a work environment anchored in the creation of a World Class Experience and expanding the influence of Del Norte Pride.
•  Initiate plans and activities that support the credit union’s mission, vision, values, and strategic initiatives.
•  Develop and implement cost efficiencies and enhancements to products, pricing, and processes by monitoring trends in operations and deposit services. 
•  Promote a cross sales culture based on member education within each Member Experience area of responsibility, both by example and training and coaching employees to identify opportunities. 
•  Foster a climate based on employee development and open communication. 

Requirements

Experience:

•  Three years to five years of similar or related experience. 

Education:

•  (1) A two year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in house training or apprenticeship program.

Interpersonal Skills:

•  The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the job and a high level of interpersonal skills are critical to the success of this position. Work frequently involves contacts requiring considerable discussion of problems, material presentations, and resolving issues impacting departments or divisions. 

Other Skills:

•  Must demonstrate solid leadership and member service skills; excellent communication and problem resolution skills.
•  Ability to handle sensitive information with complete confidentiality and professionalism.
•  Excellent verbal and written communication skills.
•  Critical thinker and effective problem solver.
•  Collaborative service skills; proven, effective manager of high performers.
•  Willing and eager to exceed expectations; demonstrated excellence in all aspects of branch operations and administration.

Physical Requirements:

•  May require sitting or standing for extended periods of time. 

Work Environment:

• Schedule requires supporting Monday – Saturday member service hours.