Manager Retail Branch at Interra Credit Union in GOSHEN, Indiana

Job Description:

As a Branch Manager, you will be responsible for leading and carrying out our mission in your branch with your team and community, and to be our member’s most trusted and valued financial resource. Responsible for ensuring that member experience standards and business processes are being implemented consistently. Assures branch processes and procedures are effective and drive to achieve maximum performance, while ensuring branch practices are in compliance with Credit Union policies, procedures, and operational integrity. Establish high member service standards while executing on the strategic initiatives of culture, member experience, and financial performance for the branch team. Accountable for communicating and achieving sales objectives and branch goals while enforcing the highest standard of member service and operational integrity. Provide visible leadership, strong performance management to include direction and coaching for staff development, effective resource allocation, effective communication, and a highly developed ability to resolve problems. Develop a highly engaged and motivated staff. Engage in the community with purpose, displaying a strong community presence.

Direct Reports: Member Advisors and Member Consultants

HOW YOU WILL MAKE AN IMPACT

-                 Manage and commit to develop direct reports and to maximize branch productivity and efficiency. Continuously and effectively coach and mentor staff to ensure continual improvement of processes, compliance with regulatory requirements and organizational mission, values, policies and work rules, and knowledge to increase operating efficiency and reduce risk in a positive manner. Develop annual performance goals and complete performance reviews for direct reports. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate. Coaches staff continually on credit union and branch expectations regarding service and quality of work. Responsible for the training, development, and success of all branch staff. Interview candidates during the hiring process. Ensure personnel are well trained in all phases of their respective jobs. Complete orientation of new employees in overall branch procedures. Actively participates in cross-training personnel and assures staff is kept abreast of all products and services.

-                 Establish relationships with current and potential members to identify account and loan needs. Assist members with opening and closing accounts, answer questions about products and services and resolve problems that are within the given authority to resolve. Interview member applicants to develop information concerning their consumer, small business, home equity and second mortgage loan needs, earnings, and financial condition. Explain consumer loan programs and recommend options. Obtain all necessary documentation, processes and complete account and loan applications. Refer problems that are beyond authority to a supervisor, along with any recommendations.

-                 Troubleshoot and resolve internal and external feedback by connecting with those providing feedback and collaborating cross departmentally to meet strategic initiatives and to advocate on behalf of the membership. Ensure members' requests and questions are promptly resolved. Handles members' complaints. Ensure members are informed of company services and policies. Counsel members regarding their financial needs and services requested.

-                 Ensure all branch operations are balanced at the close of each day. Oversee individual accountability for the handling of cash and assists in resolving balancing problems. Satisfactorily maintains operational integrity to meet branch audit expectations. Prepare month-end management reports which apprise senior management of the status of branch activities.

-                 Act as a primary security officer for the branch. Conduct required security meetings with staff to ensure compliance. Open and close the building in accordance with set hours and tests security equipment as defined in the security procedures. Act as primary contact for all facility needs including building, grounds, equipment, and fixtures.

-                 Proactively learn of community events, plan, and coordinate volunteer opportunities for branch involvement, as well as continuously act as a visible contributor within the community.

-                 Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

WHAT YOU WILL NEED TO SUCCEED

Experience

5+ years customer service experience in banking, retail, or related field plus 2+ years leading and managing teams. Lending experience required.

Education / Certifications / Licenses

Associate degree in Business Management, Business Administration, or related discipline. (Will consider additional years of experience in lieu of education requirement). Must have and maintain a valid driver's license. Must have the ability to become a notary public and obtain a NMLS#.

PREFERRED SKILLS

• Ability to establish oneself as a people and sales and service leader in the branch.


• Strong organizational skills and ability to multi-task.


• Must be able to work in a team environment with the ability to interact in a positive manner with peers, management, and other departments.


• Professional level of verbal and written communication skills are essential to the position.


• Capable of analyzing credit and financial information


• The ability to motivate or influence internal staff and external members is a critical part of the job, requiring a significant level of influence and trust.


• Ability to evaluate pros and cons, risks, and benefits of different solution options by asking the right questions and acquiring data from multiple and diverse sources when solving problems.


• Demonstrated ability to plan and prioritize work to meet commitments by breaking down objectives into appropriate actions and anticipate and adjust plans as needed.


• Ability to provide world class member service while executing Interra’s vision, mission, and delivery of Core Values.

INTERPERSONAL SKILLS

• A significant level of trust, credibility and diplomacy is required.


• In-depth dialogue, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.


• Communications may involve motivating, influencing, educating and/or advising others on matters of significance.


• Typically includes subject matter experts as well as first level to middle managers.

COMPETENCIES

• 
  Drive Engagement - Demonstrates drive and fosters an inclusive environment that motivates others. Alters approach to each person to promote optimal performance and commitment to the Interra mission, vision, and objectives.


• 
  Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization.


• 
  Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.


• 
  Maintain Accountability - Ensures that employees understand the full range of their responsibilities with an emphasis upon standards and results. Also provides necessary support, including balanced and timely feedback.


• 
  Manage Conflict - Constructively approaches conflict with empathy, open-mindedness, and a solutions mindset. Willing to disagree with but support decisions when made.


• 
  Manage Work - Clearly assigns tasks; sets clear objectives and measures; and monitors process, progress, and results.

ADA REQUIREMENTS

Physical Requirements

• Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.


• Must be capable of climbing / descending stairs in an emergency situation.


• Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.


• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.


• Must be able to work extended hours or travel off site whenever required or requested by management.


• Must be capable of regular, reliable, and timely attendance.

 

Working Conditions

• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.


• Must be able to read and carry out various written instructions and follow oral instructions.


• Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.


• Must be able to speak clearly and deliver information in a logical and understandable sequence.


• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.


• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.


• Must be able to effectively handle multiple, simultaneous, and changing priorities.


• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

ACKNOWLEDGEMENT

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.  Interra Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.

Retail

Apply Now