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
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