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Branch Operations Supervisor
2 months ago
Position Overview:
Accountable for managing the operational functions of a credit union branch. Deliver exceptional service to members, assist in complex situations, act as a technology intermediary, and adhere to established guidelines and protocols. Facilitate the training and onboarding of new personnel. Guide and support branch employees to meet sales, service, and member engagement objectives. Step in as an interim leader in the Regional Service Manager role when necessary.
Key Responsibilities:
- Ensure adherence to branch policies, procedures, and regulatory requirements.
- Assess branch operations to guarantee high-quality service and member satisfaction.
- Oversee branch activities including cash audits, ATM and CRM management, opening and closing logs, security measures, and overall branch presentation.
- Lead a team of branch personnel.
- Mentor and develop branch staff.
- Provide assistance to members in escalated scenarios and manage the overall workflow within the branches.
- Support the security and safety protocols of the branches, conducting regular reviews of security measures.
- Assist the Regional Service Manager with branch oversight.
- Help staff or members resolve intricate account issues.
- Identify opportunities to enhance members' financial journeys by deepening member relationships.
- Guide a team of Member Advocate III to achieve lending growth targets.
- Promote financial counseling initiatives to improve members' financial well-being.
- Oversee the training and development of new hires to support retention and succession planning.
- Effectively communicate credit union products and services to members to drive business growth.
- Embrace change positively and implement necessary adjustments.
- Travel may be required.
- Understanding of banking deposit operations, including deposits and lending.
- Capability to provide constructive feedback to all team members.
- Aptitude for influencing, educating, and connecting team members and members to technology.
- Familiarity with laws and regulations governing Credit Union operations.
- Ability to cultivate community relationships and local business connections.
- Prior leadership experience and training.
- Experience in customer service roles.
- Background in business development or sales is highly desirable.
- Certification in Financial Counseling.
- Proficiency in Symitar and CX360.
- Bachelor's Degree in Business, Finance, Economics, or a related field is highly preferred.
- Minimum of 1 year of management experience is desired.
- Regularly requires extended periods of sitting.
- Occasional lifting and/or moving of items weighing 15 lbs or less.
- May involve occasional bending, stooping, or crouching.
