Five Star Credit Union
Position Title: Financial Center Manager
Department: Retail Sales and Service
Classification: Exempt/Grade 12
REPORTING RELATIONSHIPS
POSITION REPORTS TO: Market Director of Retail Financial Centers
POSITIONS SUPERVISED: Financial Advocate 1-4
All team members work toward a common purpose to Brighten the Financial Future of the Communities We Serve. Each employee supports our members by promoting and offering relevant services and products to meet their diverse needs. We deliver outstanding service by embracing our core values of Integrity, Collaboration, Accountability, Passion, and Self-Improvement.
POSITION PURPOSE
Responsible for directing and administering the operational sales and service efforts of the service center. Models the Five Star Core Values and Service Standards for teammates and members.
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ESSENTIAL FUNCTIONS AND BASIC DUTIES
1.Assumes responsibility the Service Center Operations and Security.
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Assumes responsibility for the effective and efficient performance of service center operations.
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Ensures established policies and procedures are followed.
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Ensures service center operations are conducted in accordance with legal and regulatory requirements.
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Seeks to create efficiencies in tasks and recommend changes needed to evolve processes to be more automated or efficient. Manages and oversees expenses. Pursues cost-saving measures.
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Supervises work schedules of daily routine operations to ensure all responsibilities are efficiently met.
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Ensures all service center transactions are balanced at the close of each day.
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Oversees individual accountability for the handling of cash.
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Ensures service center security by following prudent safety and security measures.
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Opens and closes the building in accordance with set hours.
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Tests security equipment in conjunction with the service center audit process.
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Periodically verifies all cash and negotiable instruments as per the service center audit process.
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Ensures the Five Star Branch Model is being enforced with clean, organized workspace, and general cleanliness of service center
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Ensures adequate and approved supplies, forms, and equipment are available for personnel.
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Ensures all displayed signage is approved and relevant
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Receives call outs from staff and coordinates coverage needs with Market Director
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Reviews PTO (Paid Time Off) requests and submits on behalf of staff to Market Director for approval.
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Provides staff with weekly schedule and monitors employee time to not exceed 40 hours. Seeks approval from Market Director for overtime.
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Fills in and performs duties in service center positions as needed.
2.Assumes responsibility for establishing and maintaining Service Standards.
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Ensures members are promptly and professionally served in accordance with our Five Star Core Values and Service Standards.
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Ensures Five Star Branch & Brand standards are adhered to.
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Oversees delivery of a full range of services to members.
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Supervises and assists with member service functions.
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Ensures members' requests and questions are promptly resolved. Handles member complaints.
3.Assumes responsibility for providing products and services to meet the financial needs of the members.
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Provides daily growth leadership through coaching and reviewing performance reports with teammates. Holds teammates accountable for meeting growth goals.
b. Lead team meetings to ensure staff are aware and onboard with goals and objectives.
c. Inform the Market Director of potential obstacles in obtaining growth goals.
d. Takes an active role in growing and developing business accounts through partnership with Business Solutions Specialist
e. Grows the branch deposit market share in connection with FSCU’s overall growth goal.
4.Assumes responsibility for staff development.
a. Responsible for supervising the service center team in all aspects of their respective jobs. Ensures high quality work and efficiency in operations are maintained through appropriate coaching and direction. Identify training needs and work with Training Coordinator and Market Director to provide training to staff.
b. Upon direction from Market Director, conducts training as needed for teammates through workshops, meetings, or other methods. Coordinates training with mentor(s) and/or Training Coordinator.
c. Create an environment that builds a cohesive team and encourages self-development and career development.
d. Attends assigned training sessions and stays current on all operational procedures.
e. Informs the Market Director when there is a need for corrective and disciplinary actions due to lack of adherence to policy, procedures, or performance expectations. Meets with teammates to discuss issues and provide written documentation or disciplinary action. Recommends promotions for employees as appropriate.
5.Promotes Five Star’s Purpose in the Communities We Serve
a. Works with community leaders, schools, or other civic organizations to support community education and financial health by providing donations of money or time to bring awareness of Five Star’s presence in the community and our desire to brighten the financial future of the community
b. Ensure Five Star’s quality reputation is maintained and protected by all teammates by modeling and living out our Core Values and Service Standards.
c. Keeps the Market Director informed of branch activities, progress toward established goals and objectives, and of any significant issues.
QUALIFICATIONS
Education/Certification: High school graduate or equivalent.
Additional college coursework in business or finance preferred.
Valid driver’s license.
Required Knowledge: Thorough knowledge of Credit Union products and services.
Thorough understanding of related legal and regulatory requirements.
Thorough knowledge of branch functions, policies, and procedures.
Thorough knowledge of fundamentals of the financial industry including a basic understanding of the Federal Reserve System, the check clearing process, and the legal theory of negotiable instruments.
Knowledge of strategic planning, including goal setting and effective marketing techniques.
Experience Required: Five or more years of related experience in a financial institution, with a minimum of two years of supervisory experience preferred working within a sales and service environment.
Proven sales success.
Skills/Abilities: Excellent oral and written communication skills.
Strong interpersonal, leadership, sales coaching, and supervisory skills.
Well organized and able to multi-task in a fast-paced environment.
Ability to operate related computer applications and business equipment.
Attention to detail.
Ability to maintain an effective and efficient sales and service work team.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Talking: Position requires capacity for almost continuous verbal communication and detailed or important instructions or ideas must frequently be conveyed accurately, loudly or quickly.
Average Hearing: Able to hear average or normal conversations and receive ordinary information.
Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.) Does require outside travel to businesses and work sites.
WORKING CONDITIONS
None: No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Reasoning Ability: Ability to deal with a variety of variables under only limited standardization.
Able to interpret and apply various instructions.
Mathematics Ability: Ability to perform basic math skills, use decimals to compute ratios and percents, and to draw and interpret graphs.
Able to perform very simple algebra.
Language Ability: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias.
Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.
Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, perfect, and future tenses.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
