About this role:

USALLIANCE Financial is committed to making a positive difference in the lives of our members and team. A Branch Manager is charged with leading the delivery of exceptional member and employee experiences while removing barriers to excellence. A genuine love of helping others at all levels is required - we can’t teach that! Viewing community and business outreach as a fun and challenging endeavor, paired with a sense of urgency, is essential. Represent USALLIANCE in the community and form lasting relationships with our members and partners, bringing joy to every interaction.

Responsibilities:

Branch Growth

• Demonstrates a strong commitment to deepening member relationships through active sales, offering the benefits and features of products and services through membership.
• Coach team to provide sales and service excellence; set sales and performance goals to align with branch and organizational goals, provide supportive training and timely review of progress.
• Maintain expert level USALLIANCE product/service knowledge, quickly communicating new products/service offerings to team to ensure member needs are met with the best solutions and the team is confident in their conversations.
• Conduct business outreach/participate in branch network events to explore new business opportunities and to enhance existing partnerships.
• Be a community ambassador of USALLIANCE by participating in local charitable events.

Operations

• Keep everyone safe - manage the security and safety of the branch. Analyze and monitor security and safety policies and procedures on an on-going basis.
• Maintain and assume responsibility of the branch to ensure that the branch is consistent in their daily, weekly, monthly functions.
• Maintain thorough knowledge of operations procedures, all applicable regulatory compliance, and USALLIANCE policies and procedures.
• Responsible for ensuring the Branch adheres to all applicable regulatory compliance and USALLIANCE established policies and procedures.
• Identify and communicate areas for continual improvement of business processes to support efficiency.
• Create and monitor branch budget adherence and ensure profitability by focusing on goal achievement.
• Communicate any exceptions of operational, employee or branch issues to senior management.
• Maintain Vendor Management database, ensuring documents and contracts are up to date.

The Member Experience

• Answer questions and solve problems for members by monitoring and responding to branch questions to maintain optimal branch performance in service quality, accuracy, efficiency, and risk management, utilizing new and existing technologies to support in-line to online focus.
• Assist existing and potential members by providing exceptional service and information in a pleasant, professional, and efficient manner via in-person, inbound & outbound calls, electronic communications (email, fax, web chat).
• Provide support to our teams over the phone as well as in person and handle all member escalations in a timely manner.
• Ensure CRM tool is being utilized appropriately and consistently.
• Obtain Notary within first year in position.
• Obtain Medallion Signature Guarantor Certification within 6 months in position.

Leadership

• Practice Servant Leadership at all times.
• Lead team to ensure assigned sales & strategic goals remain a top priority.
• demonstrate expert level knowledge of Credit Union products & services, policies and procedures during member and employee interactions through all communication platforms, including direct contact and both in and outbound calls.
• Maintain a highly engaged and well trained branch team, maintaining effective employee relations.
• Manage, motivate and lead branch staff through the use of observations, action plans, development plans, and monthly 1:1. Regularly note employee accomplishments and performance issues on timelines.
• Complete employee performance evaluations on time.
• Support hiring efforts of qualified applicants.
• Approve and monitor timecards including PTO, overtime. Schedule staff to ensure sufficient coverage and minimal OT.
• Responsible for regular and predictable attendance including punctuality.

Who you are:

• This position requires an experienced leader with excellent collaboration, communication, and project management skills in assisting members, managing internal member relationships, and running efficient operational processes.
• 5 years of financial service industry experience with a min. of 2 years in a supervisory or management role.
• Proven leadership abilities.
• Able to manage multiple priorities and possess a strong understanding of branch processes, policies and procedures.
• Strong sales background.
• Must have a positive “can do” attitude and high energy level.
• High level attention to detail.
• Strong customer service orientation.
• Excellent communications skills.
• Aptitude to comprehend numbers & calculations.
• Associates or bachelor’s degree preferred.
• Bilingual (English/Spanish) is a plus.

Benefits:

• Enjoy benefits from day one of employment!
• 401K - 100% match up to 6%
• Federal Holidays
• Work-Life Balance
• Career Planning
• Bonus Eligible

Location : Please note this is a full-time role – Medford, MA

This job description is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements. This job description maybe modified at any time, for any reason, at the sole discretion of management.