Branch Manager

Job Description Statement

To ensure the efficient, accurate, and exceptional delivery of service to our members making sure they are attentive to details and provide solutions on the first try. To ensure their staff is properly trained, held accountable, and given opportunities to demonstrate their abilities and values. Be accessible and approachable. 

Credit Union Branch Staff Standards

• Represents the Credit Union in a courteous and professional manner.
• Assumes responsibility for establishing and maintaining effective, professional business relationships with members. Ensures members are greeted and welcomed to the credit union in a friendly and professional manner. 
• Complies with credit union operations and security procedures by participating in dual-control functions and by maintaining awareness of all credit union safety and security policies and procedures. 
• Understands and complies with branch opening and closing procedures.
• Maintain thorough understanding of products and services and ensures that all members are informed as needed.
• Proactively promote and cross-sell products and services based on member needs.
• Maintains privacy of member account information.
• Ensures that the Credit Union’s quality reputation is maintained and protected.
• Ensures work area is clean, secure, and well-maintained. 
• Ensures that member requests and questions are promptly resolved.
• Actively promotes a positive team environment within the branch and with other departments to ensure delivery of high-quality service.
• Contribute to team effort by participating in credit union events, promotions, etc. and by projecting a positive attitude to members and staff always.
• Attends meetings and in-house training, as required.

Essential Duties and Responsibilities

• Evaluates the job performance of direct reports to ensure quality member service and accurate transactions. 
• Directly oversee the operations of the branch, including scheduling staff, answering questions on products and services, policies and procedures, and rules and regulations.
• Manages the activities of the loan and member service staff by assigning work, answering questions, solving problems, and helping with complex transactions and sensitive member relation problems.

• Approves and authorizes service fee refunds to members when deemed necessary.
• Schedules adequate staff to ensure efficient branch operation.
• Establishes and maintains effective employee relations. Resolves employee relation issues, quickly and confidentially, while understanding when issues need to be escalated to next level of management.
• Maintains controls within the branch related to audit procedures and compliance.
• Responsible for branch security at all levels. Maintain branch key inventory.

• Assists with applying policies and procedures for the branch.
• Assists with managing branch budget.
• Coordinates with the Human Resources department to further develop staff by providing on-going training to ensure the delivery of quality service to members and accuracy in transactions. 
• Assists members by opening accounts and originating consumer loans, as well as performing account/loan maintenance.
• Maintains a cross-selling environment within the branch.
• Assists with business development initiatives such as local ribbon cuttings and networking events, as staffing allows.
• Evaluate the job performance of direct reports to ensure quality of work and service to members. Provides coaching, motivation, and support for subordinates.
• Hold weekly team meetings to present general information, discuss areas needing improvement, changes in procedures, new developments or services, and encourage the exchange of ideas. 
• Complies with all governing regulations, specifically the Bank Secrecy Act (BSA), OFAC and the Patriot Act requirements. Understands and complies with all state and federal regulations and laws.
• Performs any and all duties assigned by supervisor.

Supervisory Responsibilities

• Assign, monitor, and supervise the workload in the branch to ensure efficient operations.

Required Performance Skills/Abilities

• Strong time management skills with the ability to multitask and coordinate several responsibilities simultaneously.
• Demonstrates a polished, professional appearance in accordance with company dress code standards.
• Technologically proficient; confident in using core systems and standard office software.
• Ability to collaborate with all levels and departments of the organization.
• Demonstrates exceptional attention to detail and commitment to operational accuracy.
• Clear, effective communicator in both verbal and written forms. 
• Builds and maintains positive relationships with members and coworkers; handles questions and concerns professionally and promptly. 
• Flexible, dependable, and able to adapt in a fast-paced environment. 
• Capable of working independently with minimal supervision. 
• Strong knowledge of financial products and services.
• Strong analytical and decision-making abilities; able to quickly assess situations, determine appropriate responses, and remain composed under pressure. 
• Exhibits self-awareness, confidence, and excellent organizational habits.
• Demonstrates the highest standards of ethics, integrity, and professionalism. 

Education and/or Experience

• High School graduate or equivalent. 
• Two or four-year business degree preferred.  
• Advanced understanding of Credit Union operations. 
• Previous direct management experience required.  Branch management experience preferred.
• Extensive knowledge of front-line policies and procedures.  
• Minimum of three years of lending experience preferred. 
• Previous business development experience preferred.

Certificates, Licenses, Registrations

• Ability to obtain Certified Credit Union Financial Counselor
• Notary