POSITION DESCRIPTION

Position Title: BRANCH MANAGERflsa Status: EXEMPT

Department:MEMBER SERVICESSalary grade: 10

Approved By: CM

REPORTING RELATIONSHIPS

Position Reports To: VICE PRESIDENT, MEMBER SERVICES

Positions Supervised: member service SPECIALISTS, WELLNESS COACH 

POSITION PURPOSE

Plans, manages, directs, oversees and coordinates the overall management of one or more operations (Member Services) within Member Services. Ensures Members receive prompt, efficient, and high quality service. Manages Member Services activities to meet the financial services needs of members within assigned market area and to achieve credit union goals.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Communicates job expectations to obtain staff results;
• Plans, monitors and appraises job results;
• Coaches, counsels, and disciplines employees;
• Develops, coordinates and enforces systems, policies, procedures, and productivity standards;
• Meets financial objectives by forecasting requirements;
• Ensures compliance with state and federal laws as well as any other applicable regulations;
• Provides daily support to staff, including answering questions and resolving problems; 
• Provides training and coaching and counseling to team members for the purpose of developing the team and maintaining the credit union’s primary focus on Member Services;
• Understands the credit union organizational goals and key performance indicators and takes the necessary actions to achieve desired results;
• Evaluates operating procedures and policies, ensuring the highest levels of Member Service, productivity and internal control;
• Researches, evaluates and implements department and/or divisional projects;
• Appropriately identifies, evaluates and manages risk within area and implements risk mitigation strategies and activities as appropriate;
• Ensures accuracy of information given to members in relation to Consumer and Real Estate lending, Account Services, Card Services, and other related functions through on-going communication with other departments;
• Provides consultative services to Members regarding credit union products and services and ensures the team members are providing consultative services by assessing the Member’s needs, addressing their concerns and gaining agreement;
• Manages member service activities through assistant managers. Works with others to coordinate and oversee department operations;
• Must comply with regulatory compliance and assigned training requirements, including, but not limited to BSA regulations corresponding to job duties;
• Performs other related duties as assigned or requested.

PERFORMANCE MEASUREMENTS

1. Achieving sales, service and compliance goals including ancillary loan products, referrals, member satisfaction and loyalty scores, new account and loan productivity;

2. Documentation including files, records and reports are current, correct and timely, and adhere to quality standards and are in accordance and compliance with government regulations;

3. Accounting and/or record keeping errors or discrepancies are promptly identified and resolved; 

4. Policies and procedures are modified to ensure effective and efficient service delivery;

5. Managing employees so that they are well-trained.

6. At least an overall 80% customer satisfaction survey rate.

QUALIFICATIONS

• Bachelor’s Degree or equivalent experience.
• Five to seven years of related experience.
• Two to four years of previous management experience.
• Must be able to carry out supervisory responsibilities, which includes but is not

limited to interviewing, hiring and training team members; planning, assigning

and directing work; appraising performance; rewarding and discipling team members; addressing complaints and resolving problems. 

IRA, Consumer Lending, Real Estate Lending, Bank Secrecy Act, Anti-Money 

Laundering Act, OFAC, and other applicable financial institution regulations.

• Must have knowledge of business services, member services and teller functions.
• Must have at least intermediate expertise in MS Word, Excel, PowerPoint and 

Outlook.

• Strong math skills.
• Strong communication skills.

PHYSICAL DEMANDS

• Must have physical dexterity to perform frequent keyboarding and mouse activity.
• Must be able to stand, sit, walk, stoop, bend and reach above shoulder height.
• Must be able to flex neck due to keyboarding and review of documents and data.
• Eye/hand coordination.
• Holding and grasping.
• Lift by raising or lowering an object from one level to another.
• Must be able to lift up to ten pounds.
• Must be able to sit for extended periods of time

University Credit Union is an Equal Opportunity Employer