Assists in ensuring branch service, and sales, and goals are met or exceeded
Manages losses and other risk issues within acceptable guidelines
Ensures day-to-day branch operations are performed and completed accurately
Ensures that all branch operations and audits are performed accurately and in compliance with guidelines, policies and procedures
Ensures branch receives passing scores on all surprise audits
Establishes and maintains key member relationships with both consumers and business members
Creates memorable and positive experiences with every member interaction by consistently going above and beyond our members' expectations; receives scores of "promoter" or "neutral" in Net Promoter Score surveys as a result
Uses effective judgment to make sound decisions while minimizing the credit union's exposure to risk
Assists the Branch Manager in tracking referrals, cross sales, and delivery of all products and services to credit union members
Manages all delivery channels to members - loan applications, deposit opening/servicing, teller servicing - to ensure that organizational service levels are maintained or exceeded and that day-to-day retail center operations are completed correctly and within appropriate time standards
Assists in the sales of all services to build usage, cement relationships and migrate members to more efficient channels
Monitors performance and recommends training needs for all employees
Assists the Branch Manager with coaching and supervising all employees
Works on the floor when needed, which includes processing consumer, real estate and other loans as needed, opening new accounts or maintaining accounts, selling products and services, and processing teller transactions
Fosters and maintains an atmosphere of solutions, innovation and continuous improvement.
Ensures that Credit Union policies and procedures as well as regulatory compliance standards are met by all employees
Serves as the credit union representative in the community and participates in community events and organizations
Acts as the Subject Matter Expert for building relationships with business owners and offering value-add education and business services opportunities
Participates in branch acquisition and prospecting, including Amplify@Work, as needed
Upholds credit union policies and procedures and champions organizational culture both internally and externally
Assists in the direct supervision of employees in the branch environment. Directly manages Member Service Representatives. Carries out supervisory responsibilities in accordance with the credit union's policies and applicable laws. Performs the duties of the Branch Manager in his or her absence.
Responsibilities include; interviewing, hiring, and training employees; maintaining attendance records in automated time keeping system; planning and/or leading monthly departmental meetings; scheduling, planning, assigning, and directing work; conducting the performance appraisal process for MSRs and other employees as assigned; conducting individual monthly sales and production coaching sessions with MSR and other employees as assigned; administering performance plans; tracking individual incentives; rewarding, motivating and disciplining employees; addressing complaints and resolving problems.
Maintains ongoing communication with the Branch Manager, AVP of Retail and/or VP of Retail, informing him/her of all pertinent problems, irregularities, new developments, changes, and other important information within area of responsibility. Facilitates department meetings as scheduled and as directed.