JOB TITLE: Associate Branch Manager III
DEPARTMENT: Branch Channel Delivery
STATUS: Non-Exempt
JOB CODE: 6213
PAY SCALE: $32.32 - $34.00 Hourly
GENERAL DESCRIPTION:
The Associate Branch Manager III is responsible for managing a team of Member Service Specialists that are focused on delivering an exceptional member experience. Supervises and directs the daily activities of Member Service Specialists in the branch. Responsible for ensuring compliance with all policies and procedures and efficiency in the processing of member transactions. Assists with operational tasks as needed.
Associate Branch Managers job levels are differentiated by considering the typical annual volume of the following day-to-day operations within a branch: Transactions, Loan Applications, Loans Granted and New Accounts Opened. These criteria are weighted to reflect the relative impact these operations have on the success of a branch. Volume ranges and weightings are evaluated at the beginning of each calendar year to determine if there are any necessary changes that need to be made to reflect new internal/external conditions.
TASKS, DUTIES, FUNCTIONS:
1. Ensures delivery of exceptional member experience on the platform and teller line. Handles member issues escalated by Member Service Specialists.
2. Manages, directs and supervises day to day activities of Member Service Specialists.
3. Train and coach employees on sound operational and compliance requirements across all areas of the branch.
4. Create and maintain staff scheduling that aligns with meeting branch member service demands.
5. Assists Branch Manager in developing and implementing strategies to capitalize on opportunities, highlight the benefit of our products and services over that of our competitor’s, and support overall credit union member services, promotions and member service objectives and expectations.
6. Assists the Branch Manager with human resource processes for all direct reports, including appraisals, disciplinary actions, individual development plan, career development, training, interviews, etc.
7. During times of high transactional volume, delivers exceptional member experience on the platform and teller line. Handles member issues escalated by Member Service Specialists.
8. Identify, investigate and respond to member concerns.
9. Ensures compliance and efficiency with all policies and procedures.
10. Maintain a current working knowledge of financial industry rules, regulations and sound methods and practices.
11. Implement, maintain, and inspect security procedures, operational reports, control logs, audits, and certifications in compliance with all current regulatory requirements.
12. Lead and coordinate service promotion activities, which include outbound calls, special service days and outside marketing efforts as needed and directed.
13. Assist Branch Manager in marketing the Credit Union to outside potential fields of membership in their specific field and location.
14. Manage relationships between the branch and the Member Service Contact Center, Mortgage Lending, Consumer Lending, Online Banking, and Financial Services partners to ensure collaboration in meeting shared company objectives.
15. Monitor all internal policy and procedure controls to safeguard the funds and assets of Golden 1.
16. Proactively identify any potential issues keeping the branch from providing exceptional member service and collaborate on solutions with the Branch Manager.
17. Provide recommendations, as needed, to more efficiently meet the financial needs of the members visiting the branch.
18. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy act, anti-money laundering, and elder financial abuse laws appropriate to the position.
19. Perform Notary Public services as needed.
20. Assists Branch Manager in ensuring that the physical maintenance and overall appearance of the branch facility is satisfactorily maintained at all times.
21. Makes recommendations to Branch Manager.
22. Travel to meetings by car or public conveyance.
23. May occasionally be requested to fill in at another branch location.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:
1. Effective oral and written communication skills required to ensure an exceptional member experience at the branch.
2. Must possess sufficient manual dexterity to skillfully operate an online computer terminal and other standard office equipment, such as financial calculators, personal computer and telephone.
ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: All branches, support departments and administrative management and staff
2. EXTERNAL: Members, vendors, peers in financial institutions, community associations and credit union associations
QUALIFICATIONS:
1. EDUCATION: Completion of high school curriculum. Associate of Arts Degree in Business Administration, Finance or Human Resources or equivalent work experience desired.
2. EXPERIENCE: Minimum of 3 years of progressively responsible supervisory experience within a retail environment or financial institution.
3. BEHAVIORS:
- Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through words and actions, aligning employee engagement with Golden 1’s mission, vision and core values.
- Ability to effectively lead a team.
- Learn and master new and emerging banking technologies.
- Ability to adapt to change.
- Resilience.
- Receive constructive feedback and effectively change behaviors.
- Actively solicits feedback.
- Balancing employee advocacy while supporting and delivering on Golden 1 initiatives, priorities, and policies.
- Assume positive intent.
- Reliable and dependable.
- Accountable and takes ownership.
4. KNOWLEDGE/SKILLS:
- Knowledge of sound practice of business administration.
- Knowledgeable of electronic banking equipment, video security systems, electronic fund transfer technology, and office automation equipment.
- Flexible employee coaching skills to meet individual employee needs.
- Proven ability to meet and/or exceed individual service objectives.
- Proven ability to inspire and motivate employees to exceed member service objectives.
- Solid knowledge of financial concepts and products and services offered by Golden 1.
- Demonstrate positive, professional, and engaging communication skills.
- Knowledge of California Credit Union Law and Regulations.
PHYSICAL REQUIREMENTS:
1. Must be able to frequently move about the branch.
2. Must sit or stand for prolonged periods at times.
3. Corrected vision within the normal range.
4. Hearing within normal range. A device to enhance hearing will be provided if needed.
5. Ability to lift 30 lbs. as may be required.
6. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
7. Extended or long work hours may be required to accomplish tasks.
8. Occasional travel required for attendance at meetings and/or training.
LICENSES/CERTIFICATIONS:
None
REV. 5.4.2023
