Job Description
Summary In coordination with and under the direction of the Branch Manager, is accountable for overall management of the Branch ensuring that high levels of member service are maintained by all employees. Supervises, mentors and trains employees as needed. Ensures that sales objectives are met and extraordinary member service is achieved. Responsible for the overall productivity and operational effectiveness of the Branch. Key Responsibilities Assumes the responsibilities of Branch Manager in the absence of the Branch Manager. Acts as the operational expert in the branch and assists the Branch Manager to ensure that all Company policies and procedures are followed and maintained. Assists the Branch Manager and branch employees in achieving budgeted sales goals and production objectives. Counsels members on various financial services and products. Assists staff with general problem solving, cross selling and business development. Provides appropriate referrals (wealth, mortgage, business services, etc.) when identified. Maximizes member satisfaction by ensuring exceptional service is being provided throughout the branch. Sets quality standards in the service area and develops a team atmosphere. Conducts and maintains member relations activities, including the resolution of any complaints. Responsible for accurate opening, servicing and onboarding of business accounts. Stays current on business account processes and procedures. Supports Relationship Managers in engagement of both new and existing business members. Assists in the selection, training, supervision, and evaluation of branch staff. Ensures that in-branch greeting program is in place to ensure positive member experiences and support adoption of member facing technologies. Possesses an advanced understanding of digital service solutions to support member adoption of FMFCU online/mobile banking. Adheres to and supervises the adherence to the member onboarding program. Coordinates activities to implement the institution's policies, procedures, and practices in daily operations serving as an expert on the credit union's products, services, and policies. Implements and maintains established member authentication, security, and audit procedures and policies. Ensures that employees work within the company policies to preserve the security of Company assets while maintaining a safe work environment. Ensures that branch quality control standards are met. Implements marketing promotions. Represents FMFCU in various Sponsor locations and SEG partner functions to enhance image and develop additional business. Participates in and supports branch and community events. Supports Branch Manager in existing partner development. Tracks and prepares operational/sales reports for the Branch Manager. Responsible for daily settlement of branch cashboxes, vaults, cash recyclers, ATMs, ITMs, and all negotiable instruments. Obtains Medallion Stamp certification and participates in notary program. Maintains knowledge of and implements budget and cost control functions. Travels to other branch locations on occasion. Is responsible for adhering to operational controls, including compliance with all required regulations and policies, especially with all Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure the safety and soundness of the Franklin Mint Credit Union and its members. Education/Experience Bachelors degree with a minimum of 1 year of demonstrated supervisory experience in a retail or financial services environment OR 5-7 years of financial service experience. NMLS license required Other Qualifications Strong demonstrated abilities required Customer/Member Service Interpersonal/Team Player Presentation Skills Motivated/Works Independently Supervisory Skills Sales/Negotiation Skills Analytical/Problem Solving Organizational Skills Detail Oriented Verbal/Written Skills Microsoft Office Prioritize/Multi-task Also required Ability to work a flexible schedule Ability to travel occasionally Must maintain confidentiality Ability to lead and mentor others Physical Requirements The physical demands described here are representative o