Civic Manager, Wilmington (Branch Manager)

OUR CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

The Branch Manager will play a crucial leadership role in ensuring the success as well as reputation of the branch. This individual will manage, oversee, and ensure excellence of day-to-day branch operations, which include but are not limited to branch opening, closing, member service and experience, transaction processing, promotion of products and services, and ensuring general required service coverage of the location. On top of managing the daily activities, a successful individual in this role will place emphasis on continual improvement of operational efficiencies as well as service quality standards, putting the members’ satisfaction at the core of everything we do. At the core, the Branch Manager will embody Civic’s values, policies and vision while fostering an inclusive environment for both branch staff and members.

NORMAL DAY-TO-DAY WORK

1. Demonstrates and leads a high level of member service awareness, continually strives to exceed members’ expectations and ensures the maintenance of operational proficiencies in effort to develop lasting member impressions and relationships.
2. Oversees branch growth and membership retention by coaching and leading well-informed advisors to discover member centric solutions.
3. Communicates, transfers, and demonstrates product and service knowledge to advisors. Proactively identifies areas of knowledge improvement amongst branch staff.
4. Coaches and manages team development to drive internal opportunities, foster teamwork, and career progression.
5. Effectively recruits, interviews and onboards advisors.
6. Oversees essential administrative functions, including but not limited to scheduling, cash orders, managing branch losses, documentation and retention, and end-of-day balancing.
7. Engages with community and branch partners, including Membership Development Officers, to enhance member appreciation. Facilitates timely and efficient communication between branch and home office.
8. Serves as escalation point for member complaints and suggestions, deploys active listening techniques to capture improvement opportunities, and treats all member cases with empathy and exceptional professionalism.
9. Seeks out professional development and internal networking to enhance education in the financial service industry to improve branch member experience.
10. Ensures branch staff’s readiness to meet all pre-defined financial targets while continually serving as stewards of membership resources to maximize profitability.
11. Complies with regulation, policies, procedures, and operational guidelines. Proactively assesses and mitigates operational risks, ensuring compliance with regulations, audit requests, and implements security measures when appropriate.
12. Follows all safety and security guidelines to properly protect branch team members, members, and credit union assets.

JOB QUALIFICATIONS

Here are a few qualifications you MUST have to be qualified for this position.

1. Minimum 7 – 9 years of banking/member service experience, including 1 – 3 years of managerial experience.
2. Strong analytical and problem-solving skills, with the ability to identify trends and develop solutions.
3. Demonstrated knowledge of banking procedures, including policies, laws and regulations, consumer loan origination and servicing.
4. PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) and the Internet.
5. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
6. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
7. Travel required on occasion.

Here are a few qualifications we’d LIKE for you to have.

1. 4 – 6 years of Credit Union member service experience.
2. Bachelor’s degree in Business Administration or relating field of study.
3. Experience with creating and updating policies, processes, procedures, and guidelines.
4. Supervisory experience within a member/customer service environment.
   

If you have questions about this position description, please feel welcome to ask. You can reach HR at:

Human Resources

3600 Wake Forest Rd, Raleigh, NC 27609

[email protected]