The primary purpose of this position is to assist TBACU to live out its mission, “To serve our community and build trusted relationships.” A key component of this service is to identify members’ needs and provide appropriate TBACU product solutions which ultimately helps grow the credit union. To adequately and effectively serve members and TBACU’s staff by providing prompt and accurate financial data and maintaining financial security.

Coordinate, oversee, and lead branch operations, service, and sales activity.  Collaborate with department leaders to formulate and implement the credit union’s strategic plan.   Responsible for establishing and attaining sales and service goals while developing and maintaining a high-quality sales and service culture.  

Ensuring outstanding service to internal and external members is delivered in alignment with our Service Standards which state.

1. I will provide an immediate and friendly greeting.
2. I will service you with a smile.
3. I will address you by name.
4. I will give you my full attention.
5. I will make recommendations to improve your financial well-being.
6. I will treat you with courtesy and respect.
7. I will thank you for your business.
8. I will respond to messages before the end of the day.

ESSENTIAL FUNCTIONS 

• Ensure outstanding service to internal and external members is delivered in alignment with our Service Standards.
• Oversee daily branch operations in accordance with policies and procedures.
• Establish individual and department expectations, and coach team members to exceed expectations.
• Meet with team members to review performance. 
• Lead and train member service team members.
• Recognize and hold team members accountable for their performance and behavior.
• Maintain a highly motivated team maintaining positive employee relations.
• Maintain proficient knowledge of credit union products and services. 
• Conduct team meetings to ensure team members are well informed and have an opportunity to share feedback. 
• Make recommendations regarding operational procedures and streamlining processes.
• Monitor activity including number of transactions, sales volume, loan volume, errors, etc. 
• Manage the security and safety of the branch, analyzing security and safety policies and procedures and informing team members of changes.
• Ensure the branch is compliant with credit union regulations and procedures as set forth by the NCUA and other regulatory agencies.
• Assist team members and members with account and loan requests.
• Identify and target new consumer, mortgage, and commercial loan opportunities.
• Collaborate with the Marketing team to represent TBACU at community events.
• Resolve member concerns and promptly respond to member inquiries beyond the authority of branch team members.
• Stay current on all changes in lending procedures as required for underwriting.
• Other duties as assigned by the COO.
• Ability to be bonded.
• Ability to clear credit and criminal history check, including an NMLS background check.
• Ability to register on the NMLS system.
• Satisfactory completion of insurance licensing exam within 12 months of employment.
• Meet established minimum expectations. 
• Compliance with the SAFE Act and registration with NMLS.
• Compliance with the U.S Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
• Compliance with the Gramm-Leach-Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems, and locations. 

ADDITIONAL POSITION EXPECTATIONS  

• Assist leaders of other departments with compliance, policy and procedure expectations, and development of new products and services.
• Participate on committees and special projects. 
• Seek additional responsibilities. 
• Shares responsibility for managing the public reputation of the credit union. 
• Ensure work area is clean, secure, and well maintained. 

COMMUNICATION SKILLS 

• Maintain a positive and cooperative approach towards work and working with team members and members.
• Project professional and courteous behavior. 
• Service focused behavior with strong commitment to excellence. 
• Excellent listening, clear verbal, and professional written communication skills.
• Comfortable speaking in public. 

TECHNOLOGY SKILLS 

• Proficient in Windows Operating System and Microsoft Office Suite/o365 Suite. 
• Self-motivated and willingness to learn new technology and applications.  

OTHER KNOWLEDGE, SKILLS & ABILITIES 

• Accurate and detailed self-starter who can exercise independent judgement and make sound decisions. 
• Possess good time management and organizational skills, and the flexibility and determination to handle deadlines and a wide variety of duties each day. 
• Ability to lead small and large groups.
• Knowledge of and successful experience with conflict resolution. 
• Ability to take initiative in recommending/making changes to improve efficiencies. 

EDUCATION & EXPERIENCE 

• Four-year degree in Business, Finance or related field or equivalent work experience, preferred. 
• Consumer, Commercial, and Mortgage underwriting experience, preferred.
• Leadership experience with proven team member success, required. 
• Proven sales experience, meeting and exceeding established expectations, required. 
• Proven implementation of new products, services and/or processes, required.  

INTENT AND FUNCTION OF POSITION DESCRIPTIONS

All descriptions have been reviewed to ensure that essential functions and basic duties have been included. Position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. In no instance should duties outlined be interpreted as all inclusive. Additional functions, duties and requirements may be assigned as deemed appropriate.