TITLE: Branch Manager

REPORTS TO: VP, Sales & Service Grade: 11

SUPERVISES: Assistant Branch Manager Exempt

Lead Member Service Representative

Member Service Representative(s)

GENERAL FUNCTION

Play a vital role in optimizing team performance to enhance the member experience by driving sales and generating revenue for the branch while leading a team of branch sales/service professionals to meet and exceed sales goals and service targets. Administer and supervise all branch activities, including the promotion of the values of Mutual Security associated with service, professionalism, innovation and growth within the Credit Union and the community. Provide a superior customer service experience by managing, inspiring, recognizing and providing a motivational environment through daily coaching. This role will fully support the business plan, strategy and philosophy of the Credit Union by providing and promoting the highest level of service in accordance with MSCU’s standards.

MAJOR RESPONSIBILITIES

1. Embrace the movement to foster change and make a meaningful impact within the Community by exhibiting our corporate values of Integrity, Empowerment, Respect and Commitment in an effort to promote professional growth and prosperity within the organization and the neighborhoods that we serve.
2. Drive sales to achieve individual goals and branch goals.
3. Spend 40% of the time invested in outside business development to attract new business.
4. Lead and build results-oriented teams with a desire to “win”.
5. Develop and integrate staff sales/service goals that are aligned with the business plan to achieve desired revenue, expense and service objectives.
6. Proactively source, acquire, expand and retain customer relationships by maximizing sales opportunities and provide world class customer experience for all current and prospective members.
7. Support portfolio growth in the branch by identifying cross-sell opportunities, deepening relationships with existing members and increasing member acquisitions.
8. Create a strong sales and service culture, fostering an environment in which all branch/SEG employees work together to achieve goals.
9. Participate in non-profit organization and community events to establish and maintain the organization’s presence in the community. Attend networking functions and events to leverage contacts for business results.
10. Manage and own daily operations and sales activities of the branch.
11. Control branch office security.
12. Determine control and individual accountability for cash and negotiable items.
13. Verify cash in possession of tellers and on the premises.
14. Manage profitability ensuring branch meets and exceeds established sales and revenue goals through robust branch activity with minimized expenses.
15. Create workforce stability by cultivating an engaged, enthusiastic, and well-coached team.
16. Train, develop, and motivate staff to ensure they are properly educated to adequately service members, cross-sell products and services, and effectively provide information to members to retain existing relationships and generate new business.
17. Supervise branch personnel including training, hiring, terminating, promoting, and evaluating. Conduct yearly performance appraisals for direct reports including preparing training and development plans.
18. Evaluate staff deficiencies; identify training needs and coordinating performance improvement plans.
19. Recommend changes in branch policies and procedures; define and assist in the development of new policies and procedures for approval by VP Sales & Service, President/CEO.
20. Interface with the Lending, Finance, Marketing and Operations Departments to consistently promote and deliver new products and services to members in an effective and efficient manner.
21. Partner with the Marketing Department to enhance brand awareness through participation in boards, community organizations, etc., that have connectivity to MSCU’s target market.
22. Suggest enhancements for approved marketing programs. Implement approved marketing programs, suggest enhancements and submit ideas for localized promotions.
23. Manage, own and promote continuing education as it relates to compliance and other financial services needs through BVS and other sources.
24. Create, track and deliver reports requested by Management in a timely manner.
25. Maintain communication with the Human Resources Department and adhere to all federal and state regulations and internal policies and procedures.
26. Monitor supplies and costs in relation to budget.
27. For the purpose of maintaining Credit Union goals, it is the responsibility of each employee to strive for the continuous quality improvement of processes and quality of service to internal and external customers.
28. Abide by all federal, state, and local laws including but not limited to: The Bank Secrecy Act, including the Office of Foreign Assets Control (OFAC) and Financial Crimes Enforcement Network (FinCEN); Uniform Commercial Code (UCC)

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

POSITION REQUIREMENTS

1. Two year degree preferred.
2. A minimum of five years’ experience in lending or member services area of a credit union or financial institution.
3. A minimum of three years supervisory experience.
4. Strong practical mathematical application skills.
5. Ability to focus on details to ensure accuracy.
6. Knowledge of managerial techniques, principles of lending and collections, marketing and the credit union philosophy.
7. Proficient in general PC usage, and Microsoft Word and Excel.

PHYSICAL AND MENTAL ABILITIES

1. Sitting the majority of the time.
2. The ability to occasionally lift, push, pull or carry up to 10 pounds.
3. Occasional bending, squatting, twisting, climbing, reaching above, at or below shoulder level, and kneeling.
4. The ability to meet deadlines and maintain accuracy.
5. The ability to effectively interact with all personality types in stressful situations.
6. Excellent ability to communicate effectively
7. Occasional travel required.

DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.