Description

Summary

• Directs all aspects of the sales, business/SEG development, service, and operations of a network of Branch locations to ensure effective and efficient operations, achievement of sales goals, quality member service and compliance with regulations and policies. Develops and coaches Branch Managers. Supports VP/Chief Retail Officer in developing strategic and business plans for the Retail Administration Department. Responsible for the continuity of the FMFCU brand and member experience.

Key Responsibilities

• Provides oversight and direction to staff including hiring; communicating expectations; planning, monitoring and evaluating performance; coaching, counseling, and developing employees; recommending compensation actions, and coordinating and enforcing systems, policies, and procedures.
• Plans, organizes and leads referrals, sales and service initiatives within District to support strategic credit union goals, including Mortgage, Wealth Management, and Business Banking.
• Coordinates efforts between Relationship and Branch Managers to ensure SEG development initiatives are occurring within District. Participates in joint calls on SEG Partners, businesses, and organizations to further develop relationship.
• Monitors all member touchpoints within their Branches to ensure that a high level of member service is being offered within Branch locations. Analyzes and utilizes various management reports to ensure service standards to our members are being met.
• Offers solutions for process improvement to enhance the member experience within Branches. Handles escalated and complex member questions and concerns with professionalism to ensure quick problem resolution.
• Ensures managers are familiar with all marketing promotions and operational procedures and that they understand the goals and objectives of each. Maintains up-to-date knowledge of credit union products, services, policies and procedures.
• Works closely with Branch Managers and VP/Chief Retail Officer to mutually establish and agree on branch and district budgets, goals and strategic and tactical applications.
• Monitors and manages the profitability of all assigned Branch locations.
• Actively represents FMFCU in various Sponsor locations, partner functions, and networking and community events to enhance image and develop additional business.
• Implements and maintains established security and audit procedures and policies. Performs at least one operational audit of each Branch within District bi-annually. Oversees management response and implementation of any internal audit findings. Coaches and monitors staff to ensure all proper operational controls are in place.
• Remains familiar with and adheres to all major compliance and regulatory rules and guidelines that impact daily operations. Exercises discretion regarding member accounts, loans, etc. Makes recommendations when necessary regarding approval/denial of fee reversal.
• Holds an active board or committee member seat on at least one community based organization. Participates on committees and special projects both internally and within the community. Member of FMFCU Leadership Team.
• Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure the safety and soundness of the Franklin Mint Federal Credit Union and its members.

Qualifications

Education/Experience

• Education: Bachelor's Degree required with 5-7 years of branch management experience; Masters in Business preferred OR 10-15 years of branch management experience.

Other Qualifications

Strong demonstrated abilities required:

• Customer/Member Service
• Interpersonal/Team Player
• Presentation Skills
• Motivated/Works Independently
• Supervisory Skills
• Sales/Negotiation Skills
• Analytical/Problem Solving
• Organizational Skills
• Detail Oriented
• Verbal/Written Skills
• Microsoft Office
• Prioritize/Multi-task

Also required:

• Ability to work a flexible schedule
• Ability to travel occasionally
• Must maintain confidentiality
• Must have valid drivers license

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Other Duties

• This job description is not intended to be an all-inclusive list of responsibilities required for this job. Responsibilities may be assigned or changed at any time.