Branch Manager (Pooler)

Team Leadership, Development, and Platinum Service Excellence:

• Leads the team to achieve financial, sales, and service goals as outlined in the credit union’s strategic plan.
• Provides consistent coaching, fosters professional development, and inspires team productivity and engagement.
• Facilitates regular team meetings to clearly communicate expectations, address and negotiate potential conflicts, and influence procedural changes to enhance efficiency and effectiveness.
• Encourages a collaborative and supportive team environment, promoting open communication and mutual respect.
• Recognizes and rewards team achievements, providing positive reinforcement to motivate and empower team members to grow in their roles.
• Acts as a mentor and role model, demonstrating expected values and behaviors.
• Supports continuous learning and development, identifying opportunities for team members to enhance their skills and advance their careers within the credit union.
• Conducts weekly meetings to review platinum service strategies and progress, ensuring the branch meets or exceeds its goals by providing tailored, value-added recommendations of products, services, and digital solutions to members.
• Sets and reviews expectations for production goals, closely monitoring overall performance of team members.
• Observes team member interactions with members, providing coaching and positive reinforcement to enhance performance and recognize team members.
• Promotes and establishes strong, positive, and productive working relationships within the organization by committing to the company’s purpose, mission, and core values. Fosters a collaborative and supportive work environment that encourages team members to excel in their roles.

Member Service and Experience:

• Ensures professional and efficient member service delivery, promptly addressing member requests and resolving problems.
• Engages with members in the lobby and sets standards for platinum level service.
• Listens to and resolves member concerns, using feedback to coach team members and enhancing service quality.
• Assumes the role and responsibilities of a Member Consultant, providing financial counseling and services to members, ensuring their financial needs are met with expertise and care.
• Contacts detractor members from surveys to resolve member satisfaction issues and escalates concerns to the District Director as needed.

Branch Operations Management:

• Directs and administers branch goals and operations to achieve financial performance.
• Supervises work schedules and workflow of daily routine operations. Maintains accurate payroll and attendance records.
• Completes orientation of new team members in overall branch procedures and tracks individual progress to ensure that team members are trained in all phases of their respective positions.
• Responsible for operational audits, regulations, and compliance policies and procedures, including but not limited to the prevention of losses through fraudulent activity. Responsible for determining that proper controls of monetary instruments, overnight depository items, and cash (if applicable) are properly controlled and handled in accordance with credit union procedures.
• Ensures branch security and oversees prudent safety measures. Coordinates the procedures necessary to open and close the building in accordance with set hours and tests security equipment monthly.
• Ensures proper maintenance and general housekeeping of the building, grounds, work areas, and equipment. Coordinates maintenance requests with applicable departments as needed.

Community Outreach and Business Development Initiatives:

• Leads the branch to achieve goals for new memberships through participation in and actively pursuing community outreach initiatives to generate referrals. This includes attending local events and joining community organizations to promote the credit union’s services.
• Oversees growth and development of the branch, including executing marketing and business development plans to enhance the branch’s visibility and reputation in the community.
• Monitors local market environment to identify opportunities for growth and to refine business development strategies.
• Develops profitable business relationships within the community, increasing overall branch performance and productivity. Actively participates in membership drives and commits time outside the branch visiting current member groups to strengthen relationships.
• Collaborates and assists with Business Development programs, aiming to acquire new member relationships and expand existing ones.
• Works to enhance the growth and recognition of the credit union through strategic relationship management and community engagement.