Asst Mgr Retail Services - Tustin

GENERAL SUMMARY:

The Assistant Retail Services Manager assists the Retail Service Manager by acting as the “second in command” in attaining maximum productivity & profitability by leading service and sales, audit integrity process, and coaching the staff on a day-to-day basis in their assigned Member Service Center.

SUPERVISORY RESPONSIBILITIES:

This position will be responsible for providing employees timely, candid, and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding high performing employees.  

The following positions typically report to the Assistant Retail Service Manager:  

•    Personal Financial Associate (teller) & Advocate II, III, IV.

Knowledge, Skills and Abilities:

•    Knowledge of sales, business development, branch administration, and products and services.

•    Knowledge of financial industry rules and regulations.

•    Proven sales and service capabilities.  

•    Strong written and verbal communication skills. 

•    Strong presentation skills.

•    Strong customer services and problem-solving skills. 

•    Ability to provide effective leadership and guidance to staff.

•    Ability to coach and develop employees.

•    Ability to integrate and communicate information on a one-on-one basis as well as in group situations and in writing.

•    Ability to make sound, independent decisions within established policy and procedural guidelines. 

Education, Training and Experience:

Potential candidates for this position must meet the following requirements:

•    Bachelor’s degree from an accredited college or university in relevant field preferred.

Bachelor’s degree and/or a combination of education and experience or

• Minimum of 3 years of branch management experience in a financial institution including management of sales and service. 
• Notary certification is a requirement.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

•    Responsible for maximizing productivity in assigned Member Service by sales/services by coaching, training, and developing employees. 

•    Responsible “prior day” issues, complying with new account and loan audit requirement, all aspects of operations, risk, and compliance and managing the scheduling of the staff. 

•    Ensures that MSC is in and maintains compliance with all Credit Union policies and procedures and minimizes Credit Union exposure to losses through appropriate risk assessment and management. 

•    Conducts, complies, and monitors audit guidelines to ensure operational integrity of the MSC. 

•    Ensures proper coverage of the MSC by adequately staffing the branch, setting appropriately schedules for staff, and monitoring paid time off schedules.

•    Coaches and develops employees on member service and product knowledge to uncover member needs and create quality referrals

•    Effectively assists in cross selling the Credit Union products and services to new and existing members by sharing Best Practices and sales tools with staff members to ensure high quality service and sales results.  

•    Monitors and tracks daily sales production against MSC goal.

•    Performs a variety of activities on behalf of the MSC staff such as approving timecards, providing overrides for the teller lines, assigning keys and combinations, etc.  

•    Assists members with new and/or existing share accounts and loans. 

•    Assists members with notaries, medallions, and signature guarantees.

•    Performs a variety of activities on behalf of the members such as processing wire transfers

•    Refund/waive fees according to CU policies

•    Accepts Power of Attorney and another request, as necessary.

•    Handles difficult transactions, such as Trust and, Deceased accounts. Ensure proper follow up. 

•    Recruits and develops top talent at all levels of the Member Service Center. 

•    Provides performance management, counseling, and complete annual performance reviews for MSC staff.

•    Provides direction and support to sales staff to ensure proper safeguarding of assets and conformity to Credit Union policies and procedures.

•    Performs a variety of necessary task on behalf of the MSC such as ordering branch supplies, ordering cash for the branch and other operational duties as assigned.

•    Ability to perform teller and platform transactions.

•    Universally coaches' employees on product knowledge for all aspects of the business, which enables employees to have quality conversations to identify and fulfill member’s financial needs.

•    Ability to engage and motivate team members on a consistent basis to increase productivity and reduce branch turnover. 

WORKING CONDITIONS:

•    The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. 

•    The job may require flexibility with regards to scheduling days, hours, and work location, depending on business needs. 

•    The job is typically sedentary but may require standing and walking up to 35% of the work time to transfer files, ask questions, and related activities.

PHYSICAL ABILITIES, MENTAL DEMANDS, AND WORK ENVIRONMENT:

Must be able to exercise sound judgment, effectively plan and be well organized, have excellent oral and written communications skills, work well under changing timelines, take the initiative and be flexible and cooperative. Accuracy, timeliness and maintaining confidentiality related to member, employee information and company records is required.

Disclaimer:

The employee is frequently required to walk and stand. Vision abilities required by this job include close vision and the ability to adjust focus to read and operate office equipment, as necessary. The employee works under typical office conditions and noise levels. 

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.