SUMMARY

Responsible for supervising and coaching a team of Member Service Representatives (MSR’s) to provide world-class service in the lobby and on the phone. Also responsible for training, scheduling, providing feedback to representatives, handling escalated situations without further escalation, and reporting activity to the rest of the management team.

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES

• Conduct 90‐day action plans through regular coaching sessions with direct reports following Integrity Coaching® process to assess performance, training needs, goal achievement. Hold branch staff accountable for their individual performance objectives and duties.
• Regularly interact with members, ensuring consistently high‐quality service is provided.
• Responsible for the oversight of the day‐to‐day operations of the branch.
• Monitor all branch activities to ensure they are in compliance with established credit union policies and procedures.
• Make recommendations as appropriate to maximize efficiency and quality of work. Provide solutions to operational issues as they arise.
• Complete all individual duties and responsibilities in an accurate and timely manner.
• Leverage existing staff by focusing on cross‐training of all front‐line personnel on all job functions in opening new member accounts and processing all member transactions.
• Handle all MSR 1, 2 and 3 duties and responsibilities as required by branch needs.
• Maintain advanced knowledge base of current products and services, policies, and procedures and update as necessary.
• Maintain active communication with your supervisor and branch management team providing solutions and ideas for improvement.
• Actively participate in committees and member service meetings.
• Participate in business development initiatives.
• Coordinates and delivers training for direct deports and employees throughout the organization.
• Responsible for maintenance of the interior and exterior of the branch space.
• Performs other duties as directed by supervisor or by management.
• Participates in Saturday rotation as scheduled.
• Be a part of the after‐hour ATM team.
• Opening and Closing of the branch on a daily basis.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Requirements

3-5 years experience at a financial institution preferred
1-2 years of supervisory experience preferred
Bachelor’s Degree in a related field preferred

Language Skills
Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees, clients, members, and the general public.

Mathematical Skills
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Must have the capability to deal with problems involving concrete variables in standardized and non-standardized situations.

Other Skills and Abilities

• Ability to analyze and assess training needs.
• Ability to motivate teams to produce quality service and simultaneously manage several projects.
• Ability to coordinate group meetings.
• Ability to operate standard office equipment and tools, such as a personal computer, fax machine, telephones, photocopier and calculator.
• Ability to learn and utilize the company’s data processing system and additional computer systems needed for job functions.
• Complete working knowledge of credit union products and services, including, but not limited to: savings accounts, certificates of deposit, IRA programs, share draft programs, ATM services, telephone teller, wire transfer rules and procedures, VISA cash advance procedures, bill payment, direct deposit, and payroll deduction.
• Knowledgeable about the credit union system, its structure, common language and acronyms, philosophy and the credit union’s mission and service standards.
• Basic knowledge of personal computers, networks, operating systems and productivity software such as: Microsoft Word, Excel and Power Point.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, and feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand. The employee is occasionally required to stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in work environment is usually moderate.

While performing the duties of this job, the employee occasionally works near moving mechanical parts, and is occasionally exposed to risk of electrical shock.

Mental Demands
The employee is frequently required to use alertness, precision, resourcefulness, problem solving, numeric calculations, persuasiveness, auditory perception, memory, creativity, judgment, writing ability, reading ability, reasoning, imagination, patience, visual perception, comparing, and analyzing.

REGULATORY COMPLIANCE and CONFIDENTIALITY

Follows regulatory and policy compliance requirements which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control
(OFAC) and Anti-Money Laundering (AML) Regulations, and other compliance related policies. Also, this position requires maintaining confidentiality with regard to non- public information about our members, employees and the Credit Union.

INTENT and FUNCTIONS 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 or termination decisions.

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 (ADA), it is possible that requirements may be modified to reasonably accommodate disabled individuals.
However, no accommodations will be made which may pose serous health or safety risks to the employee or others or which pose an undue hardship on the Credit Union. Job descriptions are not intended and do not create employment contracts. The Credit Union maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Job Type: Full-time

Pay: From $51,250.77 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Physical setting:

• Office

Schedule:

• Monday to Friday
• On call
• Weekend availability

Supplemental pay types:

• Bonus pay

Education:

• Bachelor's (Preferred)

Experience:

• Supervisory: 2 years (Preferred)
• Financial services: 3 years (Preferred)

Work Location: One location

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