General Summary

Branch Manager position manages all sales, service, compliance, and operational activities in the assigned branch. Branch Manager is responsible for meeting or exceeding all prescribed sales production goals on a monthly basis; maintaining compliance with all financial institution laws and regulations; providing on-site leadership, training, motivation, and direction for branch staff to create a quality banking experience for the membership; working to grow, deepen, and retain member relationships through personal contact and business development; maintaining and managing quality service standards set by the organization; and supporting the organization's strategic initiatives.

Supervisory Scope

Range of Number of Employees Supervised: All branch staff including Assistant Branch Manager and Member Service Representative Supervisor (if applicable).

Principal Accountabilities (95%)

Sales Management

• Workses with staff (including management team) to ensure monthly branch and individual goals are met.
• Coaches and monitors staff to ensure consistent performance expectations are achieved.
• Recognizes and rewards achievements; designs campaigns and contests to support and achieve branch goals.
• Ensures all branch staff are knowledgeable in credit union products and services to appropriately offer these products and services to members and potential members, and to deepen existing member relationships.

Member Experience

• Ensures staff provide an exceptional member experience consistent with Credit Union standards; resolve escalated member complaints quickly, accurately, and timely.
• Ensure staff adheres to Branch Service Level Standards, Internal Service Level Agreements, and Corporate Strategic Initiatives.
• Ensure all staff is trained in first contact resolution and cross-trained in all areas necessary to provide timely and exceptional member service.
• Serves as back up for Financial Service Representative or Member Service Representative when needed to ensure employee and member experience expectations are exceeded.

New Member and Business Development

• Prospects for new relationships.
• Conducts external sales calls, in person and by phone, to solicit new consumer and/or business relationships.
• Attend onsite school, community, and networking events that promote new member growth.

Operations Management

• Oversees branch controls and compliance, to effectively manage risk and ensure positive internal audits and certifications.
• Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the credit union and its members assets.
• Monitors staff compliance with applicable laws, rules and regulations and credit union policies and procedures
• Reviews new account documentation and new loan documentation to ensure credit union risk exposure is minimized and branch staff is following established credit union new account and consumer lending policies and procedures.
• Responsible for overall quality control of consumer loan files.
• Ensures adequate staffing to meet member needs in the branch

Staff Management

• Along with Assistant Branch Manager, recruits, hires, and trains employees.
• Provides continuous coaching and mentorship to employees.
• Assist employees with career paths to ensure their success.

Secondary Accountabilities (5%)

• Performs other duties as assigned.
• Complies with BSA requirements as commensurate with position.

Position Requirement and Qualifications

Abilities:

Strong leadership skills; high-level of integrity and professionalism; extensive business development and sales skills; ability to multi-task; demonstrated resilience and adaptability; excellent organizational and prioritization skills; effective communication; ability to negotiate; able to analyze and solve problems; ability to make sound decisions; able to facilitate brainstorming process to design and implement in-branch sales promotions; effective in motivating and retaining employees to accomplish sales goals.

Knowledge, Education, Certifications, Licenses:

Extensive knowledge of branch operations and sales; practices, regulations, policies and procedures concerning consumer lending, mortgage lending and business accounts and business lending; comprehensive knowledge of day-to-day banking operations and regulations to manage a retail branch office; proficiency with personal computers and programs and applications, such as Microsoft Office Suite, or equivalent. A Bachelor's degree in Business, Finance, or equivalent field preferred.

Experience:

Requires a minimum of seven years of experience managing a retail branch office in a financial institution to gain the necessary knowledge, skills, and abilities to handle all aspects of the position or equivalent.

Working Environment/Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate in a general business office with daily interaction with members, co-workers, and management. May include sitting for extended periods of time, frequent up/down motion, reaching downward or overhead from a sitting position, stooping, or bending.