Business Specialty Manager

Purpose & Core Values 

The primary purpose of any position is to assist Community Choice Credit Union to live out our purpose: we believe in helping our neighbors achieve the life they desire. A key component of this purpose is to provide outstanding service to both internal and external members by living our core values. 

Position Summary

The primary function of the Business Specialty Manager is to assist Community Choice Credit Union to live out our Purpose, “At Community Choice Credit Union, we believe in helping our neighbors achieve the life they desire.”  One of the primary means to achieve this end is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership.

In addition, the Business Specialty Manager is responsible for the effective management of the operational processes related to cannabis accounts, lending, specialty segment member groups, and all other specialty account and loan areas. Specifically, to drive volume and manage efficient, compliant, accurate and well documented origination processes and servicing practices. Ensure processes support the growth and diversification of the portfolios and an excellent member experience in all specialty channels and lines of business.

Core Competencies

• Core Values: 
  1. Committed: We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being.
  2. Charitable: We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve.
  3. Credible: We are our Members’ trusted financial advisors; each Team Member plays an integral role in the well-being of our Members’ financial lives and the success of Community Choice Credit Union.
  4. United: We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other.

Position Competencies

1. Coaching: Develop each employee to their highest potential by identifying areas for improvement and celebrating strengths. Demonstrate enthusiastic support or corporate purpose, core values and long-term objectives and educate team members on our 'why'. Forms trust and relationships by demonstrating concern and respect for others and providing transparent communication. Ensures that team members understand their level of expectation, including what they are responsible to deliver and expected to undertake. Provides mentorship, support, feedback, and holds team member accountable for their responsibilities. Leader observes their team members performance daily. This allows the leader to catch team members doing it right, redirect, and deliver effective confrontations, if applicable. Through performance observations, identify team members willingness and ability. Train or delegate on the job training to team members to ensure they are able to complete tasks. Engages in two-way conversations throughout the year, at minimum on a monthly basis, that ensure an up-to-date understanding of performance expectations, celebration of performance, performance gaps, and actions required to close any gaps. Allows others to find their way, yet helps when needed. Uses coaching resources and data to develop specific performance actions for team members, ie. additional responsibilities/authority, project initiatives, development plans and responsibility restrictions.
2. Decision Making: Gathers enough information to allow a trustworthy assessment of risks and benefits of alternative approaches in any decision. Stays focused on objectives and considers both the short-term and longer-term impact of decisions and keeps objectives in mind throughout the process. Collaborates and communicates with key stakeholders who are necessary to involve in the overall decision making process.
    
    
3. Drive for Results/Improvement: Develops challenging objectives (stretch goals) and accepts personal responsibility or if applicable, holds others accountable for achieving them. Puts priorities on resources, inspires performance and measures outcome. Continues to manage the objectives until result is accomplished. Communicates with others and motivates to achieve results. Demonstrates a strong sense of urgency about achieving goals; high energy, passion, and speed for competitive advantage. Is diligent, sees it through, and gets it done. Gains feedback for self and others after results are accomplished to ensure continuous improvement and celebrates wins.
    
    
4. Role Mastery of Essential Duties: Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance.

Essential Duties

• Oversees the onboarding of specialty account opening procedures with accurate fee coding depending on the type of account.
• Assist with third party audits and exams for all areas of responsibility. 
• Ensure team Utilizes member relationship tools and other systems to track interactions and maintain positive member interactions, problem resolution and strong member relationships.
• For all areas of responsibility, ensure accuracy of information internally and at all touchpoints including website, social media, physical marketing materials, and the phone experience to name a few.
• Review and manage accuracy of content and reporting prepared for the Cannabis Related Business meeting, Lending Risk and other specialty account and lending monitoring meetings.
• Partner with Risk Management and to help in the monitoring and oversight of the cannabis and other specialty areas. 
• Identify training opportunities to develop highly skilled teams (i.e. internal training resources, trade groups and industry trainings, courses offered by CUSOs, and conferences).
• Oversees the use of Shield Engage and Shield Assure to onboard, track activity, monitor licensing and collaborates with Risk Management and members as needed to resolve alerts in a timely manner. 
• Incorporate methods to grow deep member relationships through cross referrals to other areas of the credit union (business, consumer, home equity, mortgage, investment services, cash management). Promote processes and conversations that focus on the wholistic member. 
• Ensure procedures support the growth of deposits, loans and services. Drive for favorable results in fee income, interest income and deep member relationships for the benefit and longevity of the credit union. 
• The Business Specialty Manager will actively participate in mergers, as needed.
• Manages overall cannabis workflow and efficient operational processes. Keeps documented procedures.
• Manage the operational processes of cannabis related business accounts and services. Remain out in front of challenges and compliance requirements and informed of industry and market changes. Keep up to date on changing rules and regulations.   Ensure fast problem resolution and maintain positive member experiences for retention of members. 
• Manage the critical business processes of timely receipt of licensing, financial statements, completion of annual reviews, and monitoring of violations and exceptions. Responsible to make sure these activities are completed on time yet member centric while obtaining what is required for the regular monitoring and identification of risk and opportunity in the portfolios. 
• Utilize different methods for successful management of both in-person and remote team members. 
• Coach and hold the team accountable for goals and service standards. Utilize different coaching methods to raise team members to their highest potential and develop high performing teams.
• Assist in the preparation of the annual budget and adhere to budget.  Communicates variances to AVP.
• Adheres to all Federal and State regulations.   Maintains knowledge and compliance of CCCU’s lending policies, guidelines and procedures.
• Review all monthly and quarterly reports for accuracy. Make sure the team is informed of gaps, progress and set action plans as needed. Report findings, actions taken, and progress to leaders. Use reporting and data to manage processes and coach the team.
• Collaborate with internal and external business partners as well as vendors.  Promote open, honest, and professional communications and a one team approach to serving the membership.
• Performs other related duties as necessary.

• Directly manages the Choice Cash Services (cannabis) team, Cash and Treasury Management operations as well as others that may be assigned to Specialty Lending as the organization continues to grow. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Assists SVP, VP of Lending, and AVP Business Services in various activities. Fosters an empowered work environment and leads by example. Responsibilities include assisting in interviewing, hiring, and training team members; planning, assigning, and directing work; appraising and developing performance; rewarding and discipline team members. Take ownership and provide assistance to managers to find solutions for all member related lending challenges that need management resolution.

Job Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below are representative of the knowledge, skill, and/or ability necessary for this position. 

Remote Work Eligibility

Position is fully eligible for a Hybrid Work Arrangement 

Reasonable Accommodations

The physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of their job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job requirements, physical demands and do so within our work environment.

Education

Four-year college degree is preferred or equivalent work experience.

Certifications: Certified Cannabis Banking Professional (CCBF) preferred

Experience 

Three to five years of similar or related management experience

Three to five years of progressive business lending experience; credit analyst experience preferred

Proven achievements in creating operational efficiencies

Skills & Abilities

Thorough knowledge of financial industry

Understanding of cannabis industry or other specialty segments preferred

Proficient with using technology and on-line tools and data to manage outcomes

Excellent verbal, phone, and written communication skills

Ability to maintain professional and effective work relationships 

Demonstrated effective member relation skills (friendliness, tact and diplomacy) Understanding of State and Federal lending regulations

Multi-task oriented and high level of flexibility

Ability to plan, organize, and monitor activities to priorities

Detail oriented

Computer skills

Knowledge of lending products/services

Ability to create and execute a business plan and budget

High level of analytical skills

Ability to delegate and empower team members

Ability to coach and develop team member performance

Mental Demands

The team member must be able to read and interpret documents or instruments, understand and/or follow complex written and oral instructions, make decisions, recall multiple policies or procedures, resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and/or concisely, perform mathematical functions, and handle multiple, concurrent tasks.  

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 talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

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 the work environment is usually moderate.
 

General Statement

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.