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Branch Operations and Member Relations Associate II

2 months ago

Hempstead, New York, United States Bethpage Full time
Join Our Team as a Loan and Member Service Representative II

Bethpage is dedicated to delivering exceptional service and maintaining the highest standards of member satisfaction. Our core values and beliefs are essential to our success and growth, built upon a unique cultural foundation.

Expected Salary Range: $58,500 - $61,362 annually.

Key Responsibilities:

Leadership
  • Foster a culture of adaptability, inclusivity, and innovation that aligns with Retail and the organization’s strategic objectives.
  • Work collaboratively with the supervisory team to establish clear goals for the branch and each team member; track progress and outcomes.
  • Encourage a harmonious balance between employee and member experiences by engaging with the team to nurture a positive atmosphere.
  • Motivate others to develop and grow, building a strong team for the future.
Operations
  • Oversee daily operations of the platform unit and, when necessary, the teller unit. Responsibilities include monitoring cash levels, daily reconciliations, member escalations, and supervisory risk assessments for transactions.
  • Ensure that branch representatives efficiently process transactions using Bethpage systems in line with established policies and procedures, including account openings and maintenance for various account types.
  • Exhibit a comprehensive understanding of operational procedures to assist with complex tasks and situations.
  • Guide the LMS and teller teams in making informed decisions that comply with all policies, procedures, and regulatory banking requirements.
  • May serve as Head Teller/Teller when required or act as the lead supervisor based on branch needs.
Employee Experience
  • Collaborate with the supervisory team to effectively onboard new team members.
  • Engage with the team to promote positive employee experiences.
  • Facilitate knowledge transfer through direct development or by utilizing available training opportunities.
  • Conduct regular coaching and career development discussions with direct reports, including creating development plans and performance improvement strategies.
  • Coach and mentor branch representatives to become trusted advisors, employing a consultative sales approach to enhance branch growth.
Member Experience
  • Develop team members to deliver outstanding member experiences by building relationships and identifying member needs for effective recommendations.
  • Make informed suggestions for products and services, including referrals to business partners.
  • Analyze account and loan data to resolve issues promptly.
  • Conduct interactions with professionalism, accuracy, and timely follow-up.
  • Collaborate with the team to effectively communicate with members about product features, benefits, technology options, and marketing promotions.
  • Assist in managing branch traffic flow, ensuring members are welcomed and attended to promptly.
Compliance
  • Work with the supervisory team to maintain branch controls, including self-audits, reconciliations, and daily reporting.
  • Adhere to all policies, procedures, and banking regulations.
  • Identify and manage emerging risks and fraud trends to protect members and Bethpage.
  • Ensure compliance with the Bank Secrecy Act, Anti-Money Laundering regulations, and Office of Foreign Asset Control guidelines.
Strategy
  • Contribute to the overall success of the branch and organizational goals by meeting or exceeding assigned performance metrics.
  • Collaborate with the supervisory team to develop, implement, and manage effective strategies.