Branch Manager

Company: Central Missouri Community Action
Location: Everett
Posted on: June 23, 2022

Job Description:

Assistant Vice President/Branch Administration Status Full-time, exempt Job purpose Under the direction of the AVP/Branch administration is responsible for the day-to-day activities of assigned branch(es), call center, and/or related delivery channels. Ensure that areas are operating efficiently, and in accordance with policies, procedures, and regulations. Manage and lead in accordance to the PICK US culture through exceptional Member service. Set and manage goals, effectively prioritize tasks, achieves results, and accepts accountability. Duties and responsibilities Responsible for Branch Operations, Staff Management and Leadership, Member Service, Branch Performance to Metrics, and Community Involvement. Responsible for Operation within the assigned area, including:

• Adherence to policy, procedure, prudent banking/business practices, and applicable regulatory requirements. Ensure branch operations are aligned with prudent risk management.
• Transaction processing, account opening, online account opening, general member service items, lending, shared branching, ITMs, ATM deposits and the daily opening, operating, and closing of the branch and/or the Contact Center.
• Can autonomously make appropriate and effective decisions regarding policy and can exercise sound judgement when necessary. Applies advanced knowledge and experience to situations and can recognize potential concern for fraud or other loss, including reputation risk (to a Member or MBCU.)
• Perform or oversee on-going and scheduled audit functions.
• Embraces a proactive commitment to continuous improvement of programs, procedures, and systems; independently takes action to solve a problem; exhibits a can-do attitude.
• Track, report, and manage metrics for assigned areas Manage and lead assigned branch/contact center staff including, but not limited to:
  • Hiring, scheduling, coaching, disciplinary actions, reviewing performance, overtime management.
  • Develop and manage staff.
  • Ensure staff are properly trained including new hire training, cross training, developmental training, product training, cross telling/proactive offering training and ensuring staff remain up to date on all policy, procedural and regulatory requirements.
  • Coached branch staff to expected level of professionalism and acts as a role model in this area.
  • Ensures that relationships with staff members are appropriate, taking care to avoid situations that could weaken the perceived level of authority.
  • Ensure staff appropriately embrace and adapt to technology.
  • Deploy leadership abilities for effective change management. Ensure consistent quality Member service is delivered in assigned branch/contact center, via online account opening, at ITMs and other retail Member interactions including, but not limited to:
    • PICK US: See each core value description, in particular: personal connection, integrity, understanding and responding to Member needs and Member satisfaction.
    • Branch Managers have an in-depth industry knowledge and are a trusted financial information resource by members, staff, and the community.
    • Ensure communications with Members are effective, polite, personable, and professional. This includes doing business in the Member's delivery channel of choice when possible.
    • Ensure that staff follows established service standards in person, by phone, e-mail, and other communication channels.
    • Strive for ease of doing business in all Member interactions.
    • Appropriately balance the needs of the Member(s), employee(s) and the credit union in decision making.
    • Ensures the branch appearance meets PICK US standards.
    • PICK US service is aimed at attracting new Members, have existing Members more fully utilize the credit union, and Member retention.
    • Serves as the primary credit union contact within the assigned community. Aware of the market, competitive landscape and is proactive in community participation. Focus on growth and planning for both the credit union and staff including, but not limited to:
      • Works toward full implementation of a proactive product offering culture in which meeting the full needs of members remains top of mind for all team members.
      • Drive performance to branch metrics. Traditional branch metrics include: # of Members, # of Members that Pick Us for Checking, # of Members that Pick Us for Loans and # of Community Engagements. Contact Center Branch performance metrics include call scores, % of calls answered, % of calls answered within target timeframe, chat scores, response time and effectiveness of responses.
      • Serves as the primary credit union contact within the assigned community. (Traditional Branches are assigned the community in which they are located.) Through a planned presence, actively participates in the community on at least 24 occasion during the year. Is proactive in knowing what is happening in the community and makes appropriate recommendations for credit union support. Coordinates with marketing to ensure the credit union is represented within the brand standards. Submits Community Involvement Summaries used to compile the annual CRA file and evaluate future involvement in the event.
      • Aware of the market and the competitive landscape.
      • Serves on internal committees or in additional leadership capacity as requested. Other duties as assigned. Qualifications A minimum of three years management experience in a financial institution. Demonstrated levels of responsibility in branch operations, consumer lending and financial service offerings required. Ability to be an effective motivator and delegator. Experience driving both branch growth and staff development. Consultative leadership style. College degree with concentration in business is preferred. Working conditions Works mostly in an office with a desk and chair, however, will stand behind teller line and office lobby at certain time. Community participation may be in a variety of locations. Physical requirements
        • Ability to lift and carry objects up to twenty pounds.
        • Ability to use keyboard, monitor, and other standard office equipment.
        • Ability to communicate effectively with others in person, by telephone, email, and written documents.
        • Ability to drive personal vehicle within the credit union's service area, while maintaining a valid driver's license recognized in Massachusetts.

Keywords: Central Missouri Community Action, Everett , Branch Manager, Executive , Everett, Washington