Assistant Branch Lead

Hi, there! We're Mazuma Credit Union! We all work together to fuel new and creative ways to make our Members smile. We're also about making Kansas City a better place to live, work and bank! This includes utilizing what we call our Mazuma Mindset. This means we seek to exceed the expectations of our Members & Team Members in every interaction, every time! Does this sound like you? Keep reading and we'll tell you about the specifics!

Role:

The Assistant Branch Leader (ABL) must embody Mazuma's Core Values in their leadership, service to others, personality, and communication. The Assistant Branch Leader should have the ability to learn and perform relevant member service responsibilities in order to effectively manage those associated processes, as well as ability to understand and lead the operational responsibilities of the branch in order to assist the leader with supervision of the branch Team Members. Will also have the ability to make good decisions on behalf of the leader or branch.

The Assistant Branch Leader assists the Credit Union Branch Leader with motivating, planning, and helping to lead their Team to measurable success in delivering Mazuma's sales and service model and expectations. This role requires not only the ability to oversee all sales and services that occur in a branch location, but the ability to provide leadership, one-on-one coaching, technical on-the-job training, and give clear direction to others in the environment to ensure the Team can deliver on the established expectations. This individual assists the Branch Leader in the overall operations of the branch and helps ensure the Team Members are educated on Mazuma's products and services in order to refer the best possible product to match the members needs.

The Assistant Branch Leader must have a strong ability to effectively communicate in all relevant methods while demonstrating and maintaining strong follow-up skills, and the ability to read, interpret, and clearly communicate Mazuma documents, policy, process, and procedure to others. This position will serve as a point of contact for escalated complaints, show ability to de-escalate difficult situations with members and Team Members, involving more advanced or complex member situations and requests, or concerns from Team Members that occur within the branch which makes the ability to manage difficult situations and properly handle sensitive subjects critical.

Essential Functions & Responsibilities:

• Will help the branch leader to ensure team adherence and engagement in all Mazuma sales and service tools and expectations, ensuring team is making relevant product or service offers to members, maximizing cross sale opportunities, and helping the leader ensure excellence in branch member service and team experience. Efforts will help the branch meet or exceed assigned feedback goals in mystery shops, surveys, internal brand audits, or other relevant sales and service observation efforts.
• This position must be fully engaged in coaching and/or leading by example and supporting leader direction in all relevant sales and service activities in order to make the most of every member interaction to ensure the branch meets or exceeds all assigned production goals related to loan and deposit growth, as well as all other relevant budget goals leading to branch profitability. Should understand the branch budget and be able to assist the leader with managing to minimal variances. The ABL will assist the Team Members as they deliver on Mazuma's sales and service model through each interaction by helping the team to properly evaluate and then educate members on the right product to meet their needs.
• The Assistant Branch Leader should be able to locate outages for others, ensure overall branch balancing, ensure adherence to proper cash management procedures, and maintain accurate GL management. May also be responsible for maintaining various monthly spreadsheets related to tracking, team scheduling, or any other related reports as assigned.
• The Assistant Branch Leader will also work with their leader and team to ensure that all regulatory compliance, quality assurance, audit, branch security, and work accuracy components are completely met. This position will assist with enhancing and/or managing processes related to the branch operations, experience, and financial performance as assigned and will work to develop, implement, and/or monitor these processes to ensure maximum branch efficiency. This position will maintain strong working knowledge of branch operations in order to identify inefficient processes within the branch and recommend changes to the Branch Leader or the Team as needed and will assist with training or coaching of the team to ensure accurate team performance of account establishment and maintenance, transactions, loan requests, updates to Member's personal and contact information, and all other tasks completed by Team Members including, but not limited to, Member disputes, fraud claims, check orders, stop payments, safe deposit box requests, or other functions as assigned by the leader.

Knowledge and Skills:

Experience

• 1-3 years of supervision/management experience (or demonstrated potential for internal candidates)
• 2 or more years in a retail sales or hospitality environment
• Banking experience preferred

Education

• High School diploma or equivalent

Interpersonal Skills

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Culture Expectations:

Positive, Fun Attitude! Consistently demonstrates a positive attitude, always being respectful in interactions with Members and Team Members. Behavior and appearance should be appropriate, and this position should lead this value by example.

Teamwork! A proactive collaborator who embraces the opportunity to work with others. Punctual and dependable. Able to manage conflict well amongst Team Members and Members. Demonstrates strong people skills, initiative, and decision-making ability. Productivity meets or exceeds expectations for the position.

Learning & Growth! Demonstrates initiative in not only self-development but the development of others. Has superior knowledge of the organization's responsibilities and is able to apply and share learning.

Creativity & Progressive Mindset! Able to think outside the norm, introduce new ideas, and proactively solve problems. Positive change agent that embraces team direction.

So, what do we bring to the table? Mazumans get a sweet deal. They are part of a movement greater than themselves; they are a part of creating a better living, working and banking space for each and every person they come into contact with! Aside from living and fulfilling our purpose, Mazuma comes with lots of perks, including a great benefits package!

Mazuma Credit Union is an equal opportunity employer and will consider all application without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability of any other characteristic protected by law. Mazuma participates in eVerify.