About the role: Responsible for directing and administering the operational efforts of a larger branch. Ensures established policies and procedures are followed. Oversees provision of a full range of services to customers and prospective customers. Trains, directs, and supervises branch staff. Accountable for maximizing revenues, sales, customer satisfaction, and minimizing operational losses, as well as deepening existing relationships and minimizing customer attrition. Responsible for successful implementation of promotional campaigns and product initiatives at the branch level. Incumbents are either sales (with business development goals) or service focused.
Major Duties and Responsibilities:- Maintains a high quality of service for members and ensures employees are maximizing opportunities to sell products/services and meeting sales and service standards.
- Conducts operational and sales/service training and coaching with all branch staff.
- Prepare month-end management reports which apprise executive management of the status of branch activities.
- Monitors branch operations and supports branch teammates with all operational functions.
- Troubleshoots and resolves internal and external inquiries.
- Ensures that appropriate steps are taken to correct unsatisfactory conditions in the branch.
- Develop and implement the annual department budget; review monthly to analyze variances and assure expenditures remains within limits.
- Primary Security officer for the branch. Conducts required security meetings with staff to ensure compliance. Opens and closes the building in accordance with set hours and tests security equipment quarterly.
- Administers monthly and in-moment coaching and performance evaluations and recommends appropriate personnel action.
Minimum Qualifications:- Experience: Five years to eight years of similar or related experience, including preparatory experience.
- Education/Certifications/Licenses: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
- Interpersonal Skills: A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
- Other Skills: Excellent leadership skills. Ability to conduct a needs-based dialogue. Knowledge of new account & loan process. Ability to supervise others by delegating, coaching and motivating. Ability to manage multiple priorities. Ability to work independently with minimal supervision. Ability to apply judgment without hesitation in decision making situations. Ability to develop teammates. Ability to hold teammates accountable. Excellent member service skills. Strong oral and written communication skills. Working knowledge of Credit Union policies and procedures.
This Job Description is not a complete statement of all duties and responsibilities comprising the position. 
