Branch Manager

Job Title: Branch Manager
FLSA: Exempt
Function: Operations
Reports To: Director of Member Experience

Purpose:

Responsible for the member experience which drives the growth of the branch and the credit union. Interview, hire, coach, train, develop staff members. Establish, promote, manage, and monitor strategic growth goals. Responsible for branch profitability through service to members; account and deposit growth; consumer, mortgage, and commercial lending cross-sales/application and closing processes. Responsible for cash management of office vault, cash recyclers, and ATMs. Responsible for staff, member, and branch safety and security, collaborating with security and alarm vendors. Represent Arbor when working with law enforcement, attorneys, and others on matters of fraud, unethical member behavior, and other legal matters. Contribute to the credit union’s growth through active involvement and engagement within the communities served.

Responsibilities:

• Lead by example by consciously choosing how your actions impact others
• Promote a positive professional image of one’s self and the credit union
• Exemplify the credit union’s core values, service promise, and World Standard service expectations
• Propose new ways to “Make Banking Easier” for members, by researching and investigating new products, services, and efficiencies in member processes
• Demonstrate active engagement in business and community groups to promote and grow the credit union while raising community awareness and increasing market share
• Promote and demonstrate engagement in credit union initiatives and activities
• Coach and encourage to foster a supportive work environment
• Responsible for various regular and periodic performance observations, and scheduling of necessary training and development
• Train and coach appropriate team members on conducting and recording various performance observations (including, but not limited to Perfect Hour, NAO, etc.)
• Support staff to understand and follow current and new policies and procedures, and to conduct staff meetings and facilitate staff training
• Manage staff compliance and other training schedules within federal and state regulations, and within required timeframes
• Serve as advocate; encourage staff career development by promoting and coordinating continued education
• Coach and hold staff accountable to take proactive ownership of all members they assist, serving as his/her primary contact, finding answers and solutions, serving as the member’s advocate, proactively communicating with the member throughout the lending process
• Educate staff on how to refer beneficial Arbor products and services to help members save time and money, including analyzing credit bureau reports to look for further opportunities
• Train and expect staff to use Arbor products and services themselves, as an example to members on how to help make banking easier
• Ensure branch staff maintains an up-to-date and comprehensive knowledge of the credit union’s products and services
• Provide the expectation that phone calls are answered promptly and professionally, using the warm hand-over when transferring phone calls
• Promote and maintain a confidential work environment to protect member and credit union information
• Supervise maintenance of branch grounds, building repairs and upgrades; investigate and recommend purchase of equipment and service contracts
• Ensure branch cash levels and the balancing of the branch and front-line staff are completed accurately and within stated guidelines
• Ensure that all internal/external audit and compliance procedures are followed
• Create, manage, and monitor branch plan(s) to meet and/or exceed individual and departmental goals
• Oversee, schedule, and coordination of branch and teller audits
• Prepare, implement, and supervise the branch budget
• Manage the personnel process for branch staff, including documentation, implementation of corrective action plans as necessary,
• Prepare quarterly and annual staff reviews (Growth/development meetings, annual appraisal, etc.)
• Hold staff accountable to the attendance policy, including timely arrival to and from work, lunch, and meetings.
• Ensure the branch complies with all credit union policies, procedures, and requirements in addition to all applicable state and federal laws and regulations
• Require each team members complies with the Bank Secrecy Act, OFAC, and USA PATRIOT Act including accurate completion of Currency Transaction Report and Monetary Instrument Log, reporting of suspicious activities to a supervisor, Customer Identification Program (CIP) for new members, accurate completion of new account activity profile, and identifying elevated risk accounts at account opening
• Complete assigned projects related to the annual strategic plan in a timely manner
• Perform all duties to maintain proper running of the branch, including but not limited to, teller, personal banker, and assistant branch manager duties
• Perform all other duties as assigned

Education and Experience:

• College degree or equivalent experience required
• Three to five years of experience in a similar or related field
• Service/Sales experience required
• Cash handling experience
• Financial services industry experience

Skills, Abilities, and other Requirements:

• Strong work ethic
• Strong desire for collaboratively servicing others
• Strong computer and application skills
• Strong verbal and written communication and grammar skills
• Ability to be bonded required
• Ability to successfully organize, prioritize, and manage multiple responsibilities
• Ability to keep up with a busy workflow
• Ability to sit/stand for long periods of time
• Ability to perform repetitive tasks
• Occasional travel to offsite locations may be required
• Team player with a positive attitude and flexibility
• Professional demeanor and personal accountability

Job Type: Full-time