Branch Manager

Job Title: Branch Manager Department: Branch Operations

Reports to: Regional Branch Manager Classification: Exempt

Job Summary:

The Branch Manager is responsible for efficiently scheduling and managing daily operations to balance member service and workforce satisfaction while meeting set goals. They ensure compliance with established policies, procedures, and legal requirements, and oversee the provision of a comprehensive range of products and services to members and prospective members. The Branch Manager coordinates activities to ensure all subordinate areas support the Credit Union’s objectives, coaches employees to achieve member satisfaction and sales results, and directs and appraises branch staff.

Positions Supervised:

• Member Representative, Member Service Support, Assistant Branch Manager 

Duties/Responsibilities:

Knowledge and Participation

• Maintains thorough knowledge of Credit Union philosophy, products, services, and membership. 
• Ensures compliance with legal and regulatory requirements. 
• Implements policy changes as needed. 
• Familiar with branch functions, policies, and procedures.

Branch Operations

• Manages daily operations efficiently.
• Ensures compliance with Credit Union policies and legal requirements.
• Maintains branch security and proper opening/closing.
• Supervises branch personnel, ensuring high-quality work and efficiency.
• Trains and coordinates branch staff to achieve goals.
• Optimizes staffing levels for effective resource use.
• Conducts monthly audits and notifies management of findings.
• Balances daily transactions and handles deposits.
• Verifies cash periodically and assists tellers with balancing.
• Continuously improves branch operations and productivity.
• Coordinates with accounting, loan processing, electronic services, and lending departments.
• Manages expenses and pursues cost-saving measures.
• Prepares activity reports and recommends improvements.
• Maintains building, grounds, and equipment, including snow and ice removal.
• Ensures adequate supplies and safety measures.
• Keeps management informed of branch activities and requests assistance when needed.
• Fills in for branch positions as necessary.

Member Service 

• Maintains and expands current member accounts while soliciting new ones.
• Fosters good business relationships with members and promptly resolves their questions and problems.
• Ensures high member satisfaction through surveys, observations, and direct feedback.
• Handles member requests and complaints professionally, escalating unresolved issues to the manager.
• Informs members about Credit Union services, products, and policies, and counsels them on their financial needs.

Sales 

• Creates a sales environment that meets the financial goals of our members.
• Coaches the team to achieve their goals.

Leadership

• Provides leadership through effective objective setting and communication.
• Conducts regular meetings to inform and train branch employees, discussing areas for improvement and procedural changes.
• Ensures personnel are trained in all aspects of their roles, including orientation, cross-training, and security training.
• Tracks individual progress, conducts annual performance appraisals, and coaches employees monthly.
• Stays current on new operational procedures by attending assigned training sessions.
• Serves as a resource for regional projects, such as training and system changes.

Operational Excellence:

• Executes established operational goals and ensures that organization wide objectives are complemented and supported.
• Provides suggestions for improvements in policies and procedures.
• Supports staff in finding process improvements.
• Optimizes existing systems and procedures to ensure efficiency.
• Creates key measures and manages staff performance to meet organizational goals.

WCCU/TCCU Values:

• Ensures that the Credit Union's quality reputation is maintained and projected.
• Keeps management informed of area activities and any significant problems, providing suggestions for improved efficiency or effectiveness in operations.
• Maintains good coordination and working relationships with branch personnel, providing assistance as needed.
• Ensures branch transactions, goals, expenses, and profitability are in line with Credit Union standards.
• Ensures that the work area is clean, secure, and well-maintained. Adheres to the Clean Desk Policy to ensure the security of the desk area.   

Required Skills/Abilities: 

• This position requires registration under the National Mortgage Licensing System (NMLS) as a Mortgage Loan Officer (MLO).
• Strong interpersonal, leadership, coaching, and supervisory skills.
• Well-organized with the strong ability to multi-task.
• Excellent communication and public relations skills.
• Ability to work in stressful, high-pressure situations.
• Solid analytical and negotiating skills.
• Ability to operate related computer applications and related business equipment.

Education and Experience:

• Bachelor’s degree or an equivalent combination of education and experience is required.
• At least five years of related experience in financial services, with a minimum of 2-5 years of supervisory experience.

Physical Requirements: 

• Talking: Frequently required to convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Average Hearing: Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motion: Frequent and regular movements required using the wrists, hands, and/or fingers.
• Average Visual Abilities: Necessary to prepare or inspect documents or products or operate machinery.
• Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.