Service Manager

2 months ago

Buffalo, United States SouthPoint Financial Credit Union Full time
Job DescriptionJob Description

GENERAL SUMMARY

Serves as a Service Manager in the Credit Union branch setting. The primary responsibility is to provide excellent service by demonstrating the principals of SouthPoint Financial Credit Union and adhering to the vision of “Empowering People to Enhance Lives”. This position must also support and embody the core values of SouthPoint:

  • Our Purpose is our Passion.
  • We Champion Fearless Grit.
  • It’s not about me, it’s about we.

The Service Manager has overall responsibility for managing day to day operations of the credit union branch by supervising staff, maintaining compliance, security and operations. Has responsibility for member relations at the branch as well as ensuring that the branch is staffed with highly qualified, well trained employees. Responsibilities include an emphasis of time spent working one on one with branch staff to coach, support and reinforce sales and service expectations. This position works closely with the Retail Service Manager and Market Managers to achieve sales and service goals consistent with the Credit Union’s core values and strategic goals and objectives.

ESSENTIAL FUNCTIONS

  1. Develop and train new and existing staff in the role of Member Advisor.
  2. Evaluate job performance of branch employees to ensure quality of work and service to members. Recommend salary adjustments base on these evaluations.
  3. Maintain ongoing communication with their manager, informing them of all pertinent problems, irregularities, new developments, changes and other important information within area of responsibility.
  4. Encourage and develop cooperation among staff members and between branches to ensure a “team effort” and prompt, courteous member service.
  1. Promotes and leads in a sales and service culture that guides branch growth and profitability and strives to achieve member satisfaction by maintaining a quality and committed service to the credit union’s membership.
  2. Promotes SouthPoint Financial Credit Union member service culture, philosophy and values ensuring quality and teamwork in all areas by coaching and providing support in the department and throughout the organization.
  1. Implement and maintain operational procedures to maximize efficiency and quality of work and to provide consistent superior service to members.
  1. Actively participating in community relations efforts to contribute to the mission and visibility of SouthPoint Financial Credit Union.
  1. Manage the security and safety of the branch, by having responsibility to adhere to security and safety policies and procedures, and to alert staff to any changes.
  2. Implement ongoing training and cross-selling programs to enhance individual development in sales, service, product knowledge and interpersonal and technical skills.
  3. Oversee vault cash, ATM, TCR and cash orders.
  4. Oversee and assist with end-of-day balancing for Member Advisors as necessary.
  5. Manage the branch facility, with responsibility for its overall physical maintenance, cleanliness, orderliness, etc.
  6. Adhere to and uphold all written policies and procedures of the credit union, including BSA/CIP and OFAC monitoring and reporting, security operation and personnel policies.
  7. Coordinate work schedules with vacations and approved leaves of absence to ensure adequate coverage is maintained during operating hours. Approve absences in accordance with established policies.
  8. Encourage staff to expand their education through courses, seminars or conferences as supported by the budget.
  1. Perform other duties as assigned.

ADDITIONAL FUNCTIONS

  1. Attend meetings, conferences, seminars and training courses.
  2. Assist as necessary with Credit Union exams/audits.
  3. Coordinate with vendors as necessary.
  4. Meet with members and employees to discuss problems and/or concerns.
  5. Abide by all Bank Secrecy Act responsibilities for this role.

SKILLS AND COMPETENCIES

  1. Requires professional, well-developed interpersonal skills necessary for communicating with members, employees and vendors on Credit Union-related matters.
  1. Promote excellent member service skills and display professional image, leadership by example.
  2. Able to be flexible and adaptable to changing job requirements.
  3. Able to effectively and professionally communicate, including both written and verbal communication, with all employees and SPFCU members.
  4. Able to work on multiple projects simultaneously.
  5. Highly organized, self-motivated, and self-managed (sets/clarifies goals).
  6. Able to work independently to perform assigned accountabilities, as well as able to independently identify work that needs to be done.


JOB SPECIFICATIONS

  1. Requires completion of high school education or equivalent.
  2. Three years of progressive work experience in a financial institution preferred, or 2 year degree in related field, or equivalent combination of education and experience.
  3. Minimum of one year of experience in management or supervisory capacity preferred.
  4. Requires intermediate mathematical skills (calculations and concepts involving decimals, fractions, percentages, etc.).
  5. Intermediate Automated Systems skills required.
  6. Must meet SAFE ACT registration requirements.
  7. Requires thorough knowledge of the Credit Union's policies, procedures, programs, products and services as they relate to assigned areas.

PHYSICAL REQUIREMENTS

  1. Sitting 90-95% and standing 5-10%.
  2. Working at a computer 85% of the day.
  3. Occasional lifting up to ten lbs.


WORKING CONDITIONS

1. Works in a typical administrative setting with climate control and appropriate lighting.


DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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