Assistant FSC Manager

POSITION PURPOSE

As the Assistant Financial Service Center Manager, you are the key element of our retail environment. In the Financial Service Center (FSC) you will build and maintain relationships and uphold the integrity of our Brand while living out our Mission and Vision and demonstrating our Core Values making the financial well being of our membership altogether better in the areas of savings, loans, investments, credit counseling, eServices and convenience services. This position is primarily responsible for overseeing and directing all operational aspects, member service requests and inquiries. Works with the Financial Service Center Manager and department heads to coordinate member service activities with credit union-wide goals and objectives.  Provide support and serve as a Financial Service Advisor or Financial Service Center Concierge (Lanham HQ FSC only) as required. Ensures professional relations exist with external vendors and customers.  Directs, trains, supervises, and appraises employee personnel. Will also support the Brentwood branch as needed. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1.    Assumes responsibility for supporting, demonstrating and promoting the Credit Union service culture.  

• Provides exceptional service to all members by demonstrating, following, and supporting the Inspired Financial Service promises and standards, along with the Credit Union Mission, Vision and Values. 

2.    Assumes responsibility for the effective and efficient performance of center operations.

• Supervises work scheduling and workflow of daily routine operations.
• Ensures operations are conducted in accordance with established Credit Union policies and with legal and regulatory requirements.
• Ensures Financial Service Center (FSC) security.  Opens and closes the building in accordance with set hours and tests security equipment.
• Supervises and assists with member service functions.  Cross sells Credit Union services.
• Implements changes to established policies and procedures within the FSC.

3.    Assumes responsibility for maintaining proper cash controls.

• Ensures all FSC transactions are balanced at the close of each day.
• Oversees individual accountability for the handling of cash and assists FSA’s in resolving balancing problems.
• Controls and handles daily deposits in accordance with established policies and procedures.
• Periodically verifies cash in possession of FSA’s and cash on the premises.

4.    Effectively supervises center staff, ensuring optimal performance.

• Provides leadership through effective objective setting and communication.
• Supervises FSC personnel.  Ensures high quality work and efficiency in operations are maintained.  Determines work methods and flow through assigning, directing, coordinating, and reviewing tasks.
• Conducts regular meetings with FSC employees to inform and train.  Discusses areas needing improvement and changes in procedure.
• Conducts weekly meetings with FSC Manager staff to coordinate activities for the following week.
• Ensures personnel are well trained in all phases of their respective jobs.  Completes orientation of new employees in overall FSC procedures.  Performs cross training as necessary.  Conducts security training.
• Ensures personnel are effective and optimally used.  Determines appropriate staffing levels for proper utilization of human resources.
• Tracks individual progress and conducts performance appraisals on each employee at least twice annually.  Formulates and implements corrective actions as needed.  Recommends promotions for employees as appropriate.  Provides leadership training to employees seeking management opportunities.
• May approve leave time, vacation, overtime, and time cards for each center employee.  Keeps accurate payroll and attendance records.

5.    Assumes responsibility for establishing and maintaining effective, professional business relations with members.

• Ensures member requests and questions are promptly resolved. Handles member complaints.
• Ensures members are informed of Credit Union services and policies.  Counsels members regarding their financial needs and services requested.
• Assists Business Development with Financial Service Center promotions and membership. Makes regular business development calls to solicit new business or improve service to existing members.
• Ensures the Credit Union's quality reputation is maintained and projected.

6.    Assumes responsibility for the effective administration of center functions.

• Ensures FSC operations are well coordinated with accounting, loan processing, and credit functions. 
• Manages and oversees expenses.  Pursues cost-saving measures.
• Continually seeks ways to improve FSC operations and productivity and to meet established goals.
• Prepares periodic FSC activity reports and makes recommendations to management for improvements.
• Ensures proper maintenance and general housekeeping of the building, grounds, work areas, desks, and equipment is carried out, including snow and ice removal (Lanham HQ FSC only).
• Ensures adequate supplies, forms, and equipment are available for personnel.
• Institutes prudent safety measures.
• Keeps management informed of FSC activities, progress toward established objectives, and of any significant problems.  Requests assistance when necessary.

7.    Assumes responsibility for related functions as required or assigned.

• Fills in and performs duties in FSC positions as needed.
• Attends assigned training sessions and stays current on new operational procedures.
• Provides assistance to the Business Development and Creative Services as needed.     
• Additional duties and responsibilities may be assigned by management as deemed appropriate

QUALIFICATIONS

EDUCATION/CERTIFICATION:    High school graduate or equivalent.  College degree in Business, Finance or related field preferred. Additional experience may be substituted for a degree.

 EXPERIENCE REQUIRED:    At least two years of related experience in a financial institution, with a minimum of one year of supervisory experience. 

REQUIRED KNOWLEDGE:    

• Thorough knowledge of Credit Union services and products.
• Understanding of related legal and regulatory requirements.
• Familiarity with FSC functions, policies, and procedures.
• Must be familiar with and able to use general office equipment and Microsoft  software applications 
• Demonstrated knowledge of Financial Service Advisor and loan policies.