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Branch Manager I

3 months ago

Calvert, United States First Financial Federal Credit Union of Maryland Full time
Job DescriptionJob Description

First Financial Federal Credit Union

Job Description

Job Title: Branch Manager I, II, III

Department: Member Experience

Reports To: Branch Services Supervisor

Salary Grade(s): 11, 12, 13

EEO-1 Job Class: 1.2 - First/Mid-Level Officials and Managers

FLSA Status: Exempt

☒ Full-time

Location: Branches



Function:

Supports the Branch Services Supervisor by assuming responsibility for efficient branch operations, targeted business development, consistent cross sell efforts, and excellent service delivery. Effectively leads, mentors, and develops the skills of employees within the branch network. Ensures branch staff are actively cross selling First Financial products and services to become our members’ primary financial institution. Supports the Core 4 Values of the Credit Union in all branch functions.

Position Requirements:

GENERAL:

  • Member Centric focus and growth mindset with an emphasis on quality service in all interactions
  • Strong interpersonal and communication skills.
  • Knowledge of credit union best practices, policies, compliance rules, and regulations.
  • Proficient understanding of the credit and debit card journey including working knowledge of core processing and card processing systems.
  • Operational knowledge of the credit card and debit card dispute process, Zelle P2P dispute process, and Bill Payment services.
  • Understanding of payment networks and rails
  • Experience with vendor and contract management
  • Supervisory skills relevant to member-facing and back-office personnel
  • Bilingual and able to read, write, and speak Spanish proficiently is a plus

EXPERIENCE:

  • Demonstrated leadership experience
  • Two (2) to three (3) years of credit union or bank leadership experience preferred
  • Five (5) years or more of customer service or sales experience
  • Demonstrated work-related experience may be considered instead of education requirements

EDUCATION:

  • High school degree or GED equivalent; Preferred: Bachelor’s degree in business or related field
  • Ability to obtain and maintain job-related certifications
  • Meet or exceed continuing professional education (CPE) requirements


Duties:

  • Daily operations of branch ensuring that the financial transactions of the branch(s), teller line, and ATM(s) are properly performed by staff and in compliance with regulations, policies, and branch procedures.
  • Vault and ATM management and maintenance; to include after-hours response and monitoring
  • Assumes complete responsibility for all areas of branch management and staff development in line with credit union policies and procedures.
  • Maintains thorough knowledge of all procedures affecting branch activities to complete appropriate action as required by circumstance including incident response.
  • Fraud prevention and detection on behalf of First Financial; educating staff to recognize unusual activity
  • Quality control of completed work; documenting and overseeing corrections
  • Provides ongoing group training for branch staff as needed, presents training on Tuesday mornings
  • Meets with staff regularly (1:1 and group) to provide feedback, discuss current information and/or concerns.
  • Provides in-depth training, coaching, and mentoring to Assistant Branch Manager(s).
  • Acknowledges employee successes; prepares staff assessments, administers disciplinary action
  • Provides exceptional member service delivery to provide memorable experiences, resulting in improved engagement and positive feedback (NPS).
  • Maintains security and confidentiality of all member account information and Credit Union documents.
  • Ensures that the branch staff comply with applicable federal regulations and state laws
  • Maintains prescribed security controls to protect the facility, cash on hand, and protecting members against criminal and fraudulent operations
  • Selects, trains, supervises, and evaluates the branch staff.
  • Recommends employee’s readiness for additional responsibility and/or promotion
  • Resolves member complaints promptly and efficiently, ensuring satisfaction, and identifying opportunities for improvement.
  • Supports product and service promotion activities, encouraging staff to cross-sell credit union products and services.
  • Partners with Marketing to support business development strategies within assigned branch’s footprint
  • May conduct confidential loan interviews and assist members with submitting loan requests
  • May perform account servicing and error resolution, including exercising override authority, resolving complex problems, and taking ownership of escalated issues
  • Completes certifications to perform Medallion Signature Guarantees and Notary Services.
  • Performs document notarization, witnessing the signing of official documents and verifying identify of signees.
  • Performs medallion signature guarantees for security transactions
  • Accountable for any in-branch issuance of debit cards and the complexities of plastic related compliance. Critical role in early employee development
  • Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.

Equal Opportunity Employment

First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.