Branch Manager

Essential Duties and Responsibilities

• Remains cognizant of, and adheres to, Credit Union policies, procedures and regulations pertaining to the Bank Secrecy Act.
• Supports the analysis of sales, overtime, secret shop, cash management and other reports to continually improve the growth, efficiency, productivity, and profitability of the branch.
• Trains employees on product knowledge and provides sales coaching to assist in achieving established branch and corporate goals.
• Implements and trains employees on standard operating policy/procedures and regulatory compliance to ensure Credit Union-wide conformance.
• Has the authority to make exceptions to policy and procedures with respect to: application of check holds, waiving and refunding service fees, and other matters related to member deposit and withdrawal transactions. 
• Communicates to management recommendations for improving procedures and processes.
• Prepares employee performance documentation and completes disciplinary action if necessary. Also prepares and completes employee performance appraisals.
• Audits the branch to ensure conformity with Credit Union policy, procedures, safety and security issues, regulatory compliance and physical appearance standards.
• Ensures Core Value expectations are met and that the member experience is courteous, attentive and efficient at all times.
• Participate in Individual Dialogs to ensure each employee has a means to discuss both positive and negative issues affecting their work. May conduct monthly Department Dialogs with branch personnel to explain procedural changes or practices to ensure consistent information is provided to the membership.
• Monitors branch traffic flow and makes adjustments to ensure efficient service is provided to members.
• May provide support to other Member Services/Operations Departments as directed or needed via email inquiries, phone support and incoming chats.  Has knowledge and understanding of the Touchpoint multi-media platform.

Operational Support Duties ( Branch Manager II & III only): Any or all of the following duties may be assigned as directed by management.

• May perform Membership Officer activities, lending quality control and branch audits to ensure control processes are working effectively. This includes review of new account exceptions, business accounts, and specialty accounts.
• Participates on Corporate project teams
• Analyzes, designs, develops, evolves, and supports programs/products, service delivery processes/systems associated with an assigned project.
• May assist with coordinating implementation of project plans, testing and preparing test scripts, product/program procedures, policies and other documents.
• Takes direction from the VP of Retail Services when working with other managers, departments, vendors, and project team(s) as applicable.
• Recognizes and identifies process limitations and communicate recommendations for improvement to Project Lead and/or VP of Retail Services.
• Updates the VP of Retail Services on project progress, changes, or initiatives taking place.
• Leads and/or participates on special department projects as needed
• Assists with upgrades, patches, consolidations, integrations
• Responsible for evaluating enhancements, releases, or new product offerings and makes appropriate recommendations to senior management.
• Maintains a log of all significant outstanding software/hardware defects reported with processes/projects/vendors.
 

Qualifications

• Bachelor's degree (B. A.) from four-year college or university is preferred with one to two years related experience and/or training for Branch Manager I.
• Branch Managers that are promoted from within will typically begin at the Branch Manager I level.
• Branch Manager II and III levels require: additional years of experience, experience with larger staffs, higher traffic volumes, more complex branch service operations, etc.