35%

Develops a highly engaged team who lives our core values and are accountable for the delivery of exceptional member service by coaching, training and delivering ongoing feedback. Promotes our sales and service culture to ensure the team is enhancing members’ lives by uncovering needs and recommending solutions to improve their financial well-being through demonstration and promotion of technology, products and services. Creates a cohesive team, fostering positive open communication and teamwork at all times. Emphasizes member service regularly through daily tasks, staff meetings, and training sessions.

20%

Provides timely, ongoing and consistent direction on performance standards and expectations of team members. Ensures that high quality work and efficiency in operations are maintained Identifies performance problems and implements corrective action as needed.

20%

Responsible for maintaining and sharing a high-level of knowledge of financial products and services with the understanding of their features and benefits as well as their processes, guidelines, and procedures. Ensures compliance with regulations, operational policies and procedures are implemented, followed and prudent judgment is being utilized. Responsible for oversight of audit and review of branch operations.

10%

Assists members with more complex member service issues and with any sensitive or difficult issues. Resolves member issues following procedures and processes in place but will use initiative and judgment in the absence of specific direction from management. Provides transactional and platform support to all areas of the branch as needed.

10%

Maintain professional, respectful, persuasive communication and a courteous attitude when working with internal and external members.

5%

Performs other job related duties as assigned.

1.

Provide friendly, professional, personal service to all members per the Pen Air Experience as measured by Net Promoter Score goal.

2.

Meet referral expectations measured by qualified referrals logged into referral tracking system

3.

Conduct consistent observations of member interactions to ensure member needs are being uncovered

4.

Maintain all elements required for a satisfactory branch operations review/audit.

5.

Demonstrate behaviors consistent with the Pen Air Core Values.

6.

Regular reliable attendance