The primary purpose of this position is to assist TBACU to live out its mission, “To serve our community and build trusted relationships.” A key component of this service is to identify members’ needs and provide appropriate TBACU product solutions which ultimately helps grow the credit union. To adequately and effectively serve members and TBACU’s staff by providing prompt and accurate financial data and maintaining financial security.
Coordinate, oversee, and lead branch operations, service, and sales activity. Collaborate with department leaders to formulate and implement the credit union’s strategic plan. Responsible for establishing and attaining sales and service goals while developing and maintaining a high-quality sales and service culture.
Ensuring outstanding service to internal and external members is delivered in alignment with our Service Standards which state.
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I will provide an immediate and friendly greeting.
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I will service you with a smile.
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I will address you by name.
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I will give you my full attention.
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I will make recommendations to improve your financial well-being.
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I will treat you with courtesy and respect.
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I will thank you for your business.
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I will respond to messages before the end of the day.
ESSENTIAL FUNCTIONS
To perform this job successfully, an individual must satisfactorily perform each essential duty.
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Serve members as a trusted financial resource by proactively uncovering needs, providing expert guidance, and recommending and delivering appropriate TBACU products and services. Accurately open and maintain accounts, deepen relationships, and generate referrals and solutions that support members’ financial well-being while driving credit union growth.
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Lead, mentor, evaluate, and coach in-branch member service team members. Including overall operations, priority setting, and performance monitoring to ensure exceptional member experiences.
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Ensure outstanding service to internal and external members is continually and consistently delivered in alignment with our Service Standards.
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Partner with leadership to analyze branch performance trends, support overall credit union goals, and strengthen the member experience.
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Ensure branches are open, prepared and ready to serve members during hours established by the credit union.
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Ensure that the branch teams meet strategic goals and expectations as established by the credit union.
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Project professional and courteous behavior.
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Develop and train team members in coordination with Human Resources to achieve efficiency in the operations of reporting teams.
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Perform all duties of reporting positions.
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Maintain high team member morale, ensure conformance to policies, procedures, and regulatory requirements.
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Oversee team safety and security while ensuring compliance with credit union policies, procedures, and regulatory requirements, including those set by the NCUA and other regulatory agencies.
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Be a role model by demonstrating initiative, integrity, responsibility, professionalism, and dependability.
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Remain current on robbery and branch emergency procedures.
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Meet established expectations.
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Maintain thorough knowledge of credit union products, policies, and standards as well as all applicable federal and state laws and regulations.
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Maintain confidentiality by avoiding unauthorized disclosure of member information.
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Ability to be bonded.
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Ability to clear credit and criminal history check.
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Compliance with the U.S Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
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Compliance with the Gramm-Leach-Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems, and locations.
DUTIES & RESPONSIBILITIES
The following statements describe the general nature and level of work being performed by the position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required for this position. Other duties may be assigned to meet business needs.
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Organize and lead branch meetings, ensuring team members are informed and have clear communication.
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Provide operational, policy, product, and service training to team members.
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Troubleshoot and resolve issues with branch systems and equipment.
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Execute backup procedures in the event of a power outages, system and/or equipment failures.
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Make recommendations to operational procedures and processes to foster an environment of continual improvement. Implement approved changes and advise leadership of progress and effectiveness.
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Stay abreast of innovative practices within branch sales and service field. Apply this knowledge to develop and implement business processes that improve sales results, service quality and productivity in the branch department.
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Recognize team members who perform at a high level.
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Collaborate with Fraud Response team to interview members with compromised accounts, fraud concerns, identity theft and more.
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Collaborate with Human Resources, and CXO, to conduct hiring process for in-branch member service teams.
QUALIFICATIONS & EXPECTATIONS
The requirements listed below are representative of the expectations and qualifications of the person performing this job.
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Participate on committees and special projects.
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Build relationships with key individuals including members of area chambers of commerce, service organizations and non-profit groups to help influence growth of credit union.
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Possess good time management and organizational skills, and the flexibility and determination to handle deadlines and a wide variety of duties each day.
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Knowledge of and successful experience with conflict resolution.
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Accurate, detailed self-starter who can exercise independent judgement and make sound decisions.
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Ability to take initiative in recommending/making changes to improve efficiencies.
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Share responsibility for managing the public reputation of the credit union.
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Excellent listening, clear verbal, and professional written communication skills.
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Comfortable speaking in public.
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Ability to lead small and large groups.
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Proficient in Windows Operating System and Microsoft Office Suite/o365 Suite.
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Self-motivated and willing to learn new technology and applications.
PHYSICAL REQUIREMENTS
The physical demands outlined here represent those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be provided to enable individuals with disabilities to perform these essential functions.
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Must be able to lift and carry up to 25 pounds.
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Must be able to sit or stand for 2-4 hours.
WORK ENVIRONMENT
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Onsite work within credit union branch, face to face with members.
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Travel to and from credit union branches and events.
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Must maintain a neat and orderly work area.
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Protect the confidentiality of credit union employees and members by locking drawers and removing items from desk/workstation when away.
EDUCATION & EXPERIENCE
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High school diploma or equivalent, required.
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Four-year degree in Business, Finance, Communication or related field or equivalent work experience, preferred.
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Two years of direct leadership experience, required.
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Proven experience coaching and developing employees, required.
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Proven implementation of new products, services and/or processes, required.
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Advanced knowledge of specialty accounts (IRA, HSA and business accounts), required.
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Consumer, commercial and mortgage lending experience, preferred.
INTENT AND FUNCTION OF POSITION DESCRIPTIONS
All descriptions have been reviewed to ensure that essential functions and basic duties have been included. Position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. In no instance should duties outlined be interpreted as all inclusive. Additional functions, duties and requirements may be assigned as deemed appropriate.
