Description

Role

The Assistant Branch Manager is responsible for leading the frontline staff to deliver a consistent member experience, that meets operational, service & engagement standards. Monitor, coach, and provide accountability that reinforces the adoption of tools or techniques that support organizational initiatives and/or individual goals/metrics. Partners with the Branch Manager to oversee the daily activities in the branch.

Major Duties and Responsibilities

Description

Grow the Credit Union

• Support the Branch Manager in leading a branch team dedicated to delivering exceptional service to members by embracing our Core Values and Service Standards in alignment with credit union initiatives.

• Lead a branch team dedicated to growing the credit union by attracting and retaining members that are highly engaged and consider us their primary financial institution.

• Meet branch growth goals and objectives by executing branch-specific tactics to grow both loan and deposit portfolios.

• Keep staff informed and up to date through monthly huddles and regular communication.

• Partner with the Manager in effectively using KPIs and reports to analyze and determine necessary actions to identify gaps in the business and take action to resolve.Increase Member Value

• Lead a branch team dedicated to increasing member value by understanding member needs, preferences, and values.

• Ensure staff understand our products and effectively demonstrate features and benefits.

• Understand promotions and provide each member with customized financial solutions.

• Lead a branch team dedicated to operational excellence by ensuring staff are knowledgeable, engaged, trained, and focused.

Staff Development

• Assist the Branch Manager in training, general support, development, and motivation to retain a highly skilled and effective branch team.

• Achieve staff results by communicating performance expectations; planning, monitoring, and appraising job results; consistently coaching employees.

• Maintain a professional and engaging work environment.

• Ensure personnel issues are addressed immediately.

Operational and Audit Success

• Handle and oversee the daily operations of the frontline staff (including cash and vault balancing, negotiable items, and audits)

• Manage risk by complying with regulations and understanding policies and procedures.

• Reviews quality control results, implement corrective action and establishes an action plan for future improvement.

• Ensures compliance with Credit Union, industry, and regulatory policies and procedures.

• Research, resolve, and communicate all operational issues to the Branch Manager and/or other departments as necessary.

• Manage staff schedules to meet member service expectations.

• Strive to have all branch transactions and operations error-free.

• Perform other duties as assigned.

Qualifications

Knowledge and Skills

Experience

Minimum 1-year experience in-branch experience (preferred) with a proven successful record of accomplishment in deepening and acquiring member relationships.

Education/Certifications/Licenses

A high school degree or equivalent

Interpersonal Skills

• People management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees to achieve branch goals.

• Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines.

• Strong business communication skills; able to write/speak clearly and professionally.

Other Skills

Must be familiar with various computer software programs and comfortable with automated technology. Must be able to type, use PC, general office equipment including ten-key calculator and excellent in Excel and Word programs. Excellent organizational and editing skills, communication skills with vendors, staff, members, and general public.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.