Description:
JOB SUMMARY
Guide and manage a virtual branch office while providing quality service to members in account transactions, loan applications, and servicing member accounts. Solve problems within established policies and guidelines. Manage a branch with less than ten full-time employees.
ESSENTIAL FUNCTIONS
Maintain a highly motivated, well-trained staff, maintaining effective employee relations.
Apply and evaluate policies and procedures for the branch.
Ensure that the branch complies with federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies.
Evaluate the job performance of branch staff to ensure the quality of work and service to members.
Work with an internal auditor to ensure compliance with internal controls.
Monitor branch activity, including the number of transactions, volume, transactional errors, and loan application volume.
Monitor key products and sales within the branch to ensure profitable and sound business practices and high-quality service for members.
Monitor branch operations to ensure a consistent, professional approach.
Assist staff or members in solving complex account problems.
Create and maintain a cross-selling environment within the branch.
Respond to technical and operational questions or problems from credit union staff and make appropriate referrals, recommendations, suggestions, etc.
Respond to complex or problematic member questions or problems as appropriate and ensure the highest quality of member service and satisfaction.
Hold regular staff meetings.
Identify areas for improvement, changes in procedures, new developments, or changes in services or products.
Keep staff up to date on trends and general credit union information.
Consistently maintain and improve skills and knowledge for efficiency.
Mentor, coach, train, and support EFT supervisor.
Responsible for hiring, mentoring, performance evaluations, scheduling, and training of EFT processors.
Control the Credit Union's cash supply.
Review and make recommendations regarding the Credit Union's fee structure.
Other duties as assigned by the President/CEO or Executive Management.
Requirements:
COMPETENCIES/SKILLS
Leadership
Decision Making
Excellent Written and Verbal Communication
Ethical Conduct
Problem Solving
Organizational Skills
Technical Capacity
REQUIREMENTS/QUALIFICATIONS
High School Diploma or Equivalent
Management experience preferred
6 Months Member Service Experience Preferred
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers/scanners, filing cabinets, 10-key calculator, and fax machines. The position requires manual dexterity, and the ability to lift files and open filing cabinets. The employee is required to stand, walk, sit, reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl as necessary.
The employee must be able to occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
The noise level in the work environment is usually moderate.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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