Job Summary:

Responsible for directing and administering the sales, service and operational efforts of the branch. Ensures that established policies and procedures are followed. Oversees a full range of products and services to Members and prospective Members. Ensures that Members are promptly and professionally served. Trains, directs, and supervises branch employees. Responsible for attainment of production goals and operating budget.

Effectively supervises branch Employees, ensuring optimal performance.

• Assumes responsibility for the effective management of, compliance to and monitoring of assigned controls, policies, and procedures by self and the department.

• Drives the sales process through one-on-one coaching, training, and Employee recognition.

• Ensures that Employees are well trained in all phases of their respective jobs. Completes orientation of new Employees in overall branch procedures. Performs cross training as necessary. Conducts security training.

• Ensures that Employees are effective and optimally used. Determines appropriate staffing levels for proper utilization of human resources.

• Approves all sick leave, vacation, overtime, and payroll records for each branch employee.

• Possesses the ability to express ideas simply, clearly, and directly; having excellent presentation skills; being comfortable speaking before groups; keeping others well-informed.

• Maintains expertise in operations functional areas. Demonstrated ability to balance between strategic thinking and tactical (operational) implementation; knowing how to set up systems and processes to get the job done

• Identifies probable future scenarios that may impact the company. Can anticipate the future needs of the company. Have the ability to develop strategies that can mitigate risks and capitalize on business opportunities. Are willing to take reasonable risks to achieve strategies.

• Completes and communicates Performance Review and Individual Development Plans for each direct report by predetermined deadlines. Manages low performers and rewards top performers.

• Sets clear, realistic goals and objectives; possessing an unwavering resolved to ensure that a plan gets executed; knowing how to effectively allocate resources to achieve goals.

• Manages change process including the following steps; foreseeing the need for change well in advance of the change event; appreciating the impact of significant change on an organization; developing smart, effective, and achievable change strategies; providing confident leadership during the most trying or challenging moments during the change event; making compelling cases regarding the need for change; directing the change process.

• Conducts regular department meetings and one-on-on ones with direct reports.

• Conducts ongoing training, coaching, and sales meetings with branch to ensure quality service and sales initiatives are met.

Assumes responsibility for the effective and efficient performance of branch operations and sales.

• Leads and manages branch operations, including Member Service and Teller areas to meet/exceed key measures.

• Develops and implements sales strategies to meet and exceed all sales targets. • Supervises work scheduling and workflow of daily routine operations.

• Ensures that operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, and audit standards. Provides suggestions for improved effectiveness.

• Ensures branch security. Opens and closes the building in accordance with set hours and tests security equipment quarterly.

• Supervises and assists with Member Services functions. Cross-sells Credit Union services.

• Manages and leads the branch sales team to ensure achievement of sales goals.

• Ensures delivery of high-quality Member Service in all aspects of sales and operational activities of the assigned branch.

• Implements changes to established policy and procedures within the branch.

• Tracks and assesses sales performance using reports from PIXIE, Synapsys and CORE. Communicates results to Employees.

• Ensures loan quality targets and membership quality targets are met by ensuring Branch Service Managers, Membership Officer, and Member Service Representative accountability.

Assumes responsibility for the effective administration of branch functions.

• Approves check deposits and withdrawals, the waiving and releasing of check holds, wires, and all other negotiable items above teller or MSR limits or other exception basis.

• Ensures that branch operations are well coordinated with Credit Union accounting, loan processing, and credit functions.

• Manages the department budget and development of Operating Expense (OPEX) controls.

• Continually seeks ways to improve branch operations and productivity and to meet established goals.

• Oversees the branch audit processes. Review results, implements corrective actions, and responds in written form to senior management and Internal Audit. • Ensures that adequate supplies, forms, and equipment are available for Employees.

• Institutes prudent safety measures.

• Keeps management informed of branch activities, progress toward established objectives, and of any significant problems. Requests assistance when necessary.

• Transforms local branch into a high-performance sales and service culture that builds long-term Member centric profitable relationships with our Members. This will be achieved through retention, acquisition and growth of assets and membership base.

• Supports the achievement of the retail branch sales goals through the personal selling of all offered financial products and services.

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

• Ensures that Members\' requests and questions are promptly resolved. Handles Members\' complaints.

• Ensures that Members are informed of Credit Union services and policies. Counsels Members regarding their financial needs and services requested.

• Supports Business Development by conducting presentations to increase membership, improve sponsor relationship, and educate membership.

• Supports Business Development with the development and implementation of promotions within the market area.

• Works with Credit Union\'s business partners to ensure a well-trained sales staff in all products and services.

Assumes responsibility for related functions as required or assigned.

• Fills in and performs duties in branch positions as needed.

• Manages telemarketing activities for the branch including: identifying lists, scheduling Employees, summarizing and reporting results.

• Attends assigned training sessions and stays current on new operational procedures.

• Travels and makes sales calls, participates in and supports all business development initiatives.

• Participates in various business development and community activities within the branch’s membership base promoting the Credit Union’s brand, identity, and goodwill. Represents the assigned branch and Credit Union in all activities within the general market area.

Education: High School or GED (required)

Years of Relevant Work Experience: 5-10 Years

Certifications, Licenses, Registrations, Etc.
NMLS

Consumer Loan Underwriter (Preferred)

Notary (Preferred)

Proficient in Microsoft Office and Personal Computer Software
Notary (Preferred)

Abilities and Behaviors
• Two years experience in the financial industry with a preference for Credit Unions is required.

• Three years experience in Leadership is required.

• Three years experience in Sales is preferred.

• Lending Experience - Preferred

• Strong analytical skills

• Excellent oral and written communication skills

• Effective project management abilities

• Solid interpersonal, decision making and supervisory abilities.

• Excellent time-management skills

• Proficient customer service and phone skills

• Proficient problem-solving skills

• Leadership - Demonstrates leadership through skillful and effective written and oral communication. Undertakes continuous self-development of both functional and leadership skills. Specifically they are able to do the following:

o fosters a share equity of power

o is self-regulating o has strong impulse control

o is emotionally mature

o is courageous

o promotes understanding through summarization of key concepts

o gets better outcomes the 1st time

o understands the subtle impact they have on others

o inspires commitment, not compliance

o creates energy, not stifle it

o facilitates, not controls

Performance Standards

• Loan Balances target
• Loan Quality
• Deposit Growth target
• Member satisfaction
• PLP Units / Penetration, GAP Units / Penetration, MBI Units / Penetration
• Membership growth
• Membership Invitation Quality
• Satisfactory Audit
• Wealth Management Referrals (Total Referrals /Qualified Referrals)
• Partners Home Mortgage Referrals (Total Referrals /Qualified Referrals)
• Auto Advisor / Autoland Referrals (Total Referrals /Qualified Referrals)
• Mystery Shops
• Cross Sells