Assistant E-Branch Manager

SUMMARY

The Assistant E-Branch Manager is responsible for assisting and managing all the administrative functions of the E-Branch/Headquarter experience area, in accordance with best practices, industry standards, legal and regulatory requirements, and internal policies and procedures to ensure the implementation of the organization's strategic objectives. This includes, but is not limited to, management and assisting in the oversight of the following areas:

1.     New Member Onboarding

2.     Member experience

3.     Measurement of E-Branch performance – Key Performance Indicators (KPIs)

4.     Process engineering and improvement

5.     Campaign Management

6.     Development of team members

7.     Promoting consultative culture in the E-Branch

QUALIFICATIONS

To perform these jobs successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

· Education and/or Experience: High School Diploma and 4+ years of related professional experience and/or training in banking, finance, or retail sales; and/or equivalent combination of education and experience.  Minimum of 2 years in a management or leadership role.

· Certificates, Licenses, Registrations: None required, Public Notary Certification preferred.

ESSENTIAL FUNCTIONS

· Work closely with the E-Branch team and Contact Center Management to address direct reports' performance and behavioral issues in a timely and thorough manner.

· Monitor New Membership queues, Member Experience, and onboarding of all Online and Indirect Lending Channels. 

· Actively manage and assist in all daily operations of the E-Branch to ensure efficiency and optimal internal and external member service levels. The activities include scheduling, hiring, training, coaching, and managing staff, process improvement, workflow management, budgeting, expense control, and administrative and sales activities.

· Ensure daily operations are in compliance with all security, risk, legal, and regulatory policies and procedures.

· Assist in providing timely and accurate analyses of budgets, project proposals, and business trends in the Contact Center.

· Assist with problems and questions on procedures, including updating and creating procedures, workflows, or tasks.

· Answer questions and recommend corrective solutions to address escalated member concerns or complaints.

· Process incoming and outgoing mail accurately and efficiently.

· Handle daily financial and non-financial transactions received via mail and in person.

· Manage lobby operations, ensuring a welcoming and organized environment for visitors and staff.

· Collaborate with facilities to address building-related needs and ensure a safe, functional workspace.

· Support leadership with operational requests and coordination across departments. Monitor and respond to headquarters-related issues, escalating as needed to appropriate teams.

· Monitor and respond to headquarters-related issues, escalating as needed to appropriate teams.

· Assist Business Development in directing and managing activities surrounding Select Employer Groups (SEG) relationships, including events.

· Support Mirastar's philosophy of promoting company culture through mentoring, coaching, individual and team development, including but not limited to timely, candid, and constructive feedback through weekly check-ins and huddle meetings.

· Promote a consultative culture that ensures the staff receive proper training to demonstrate abilities to cross-sell products and services that meet member needs , coupled with metrics to measure performance.

· Responsible for developing employees to their fullest potential, providing challenging opportunities that enhance employee career growth with the goal of career pathing each employee and developing the appropriate talent pool. Build bench strength encompassing succession planning, recognizing, and rewarding employees for accomplishments.

· Utilize critical thinking in solving complex staffing and personnel challenges independently and without close supervision.

· Support the team in attaining the assigned objectives and goals. Assuming responsibilities of the E-Branch and Contact Center Management in his or her absence.

· Compliance with the Bank Secrecy Act, OFAC, and USA PATRIOT Ac,t including but not limited to completing Member Identification Program requirements for new customers, accurate completion of new account activity profile, and reporting suspicious activities to supervisor and BSA Officer.

· Perform additional duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

· Detail-oriented, self-starter who can work independently and/or remotely.

· Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally at all levels.

· Effective interpersonal and interdepartmental skills with the ability to work with all levels of staff, management, and members in a professional, approachable, and positive manner.

· Executive Presence & Leadership ability.

· Maintain thorough and current knowledge of all federal, state, and local regulations as well as internal policies, procedures, products, and services.

· Computer literate and proficient in software applications, financial analysis programs, Adobe Acrobat, online research tools, and MS Office: Word, Excel, PowerPoint, and Outlook

· Hungry: Always looking for more. More things to do. More to learn. More responsibility to take on. Self-motivated and diligent. Constantly thinking about the next step and the next opportunity.

· Humble: Lack excessive ego or concerns about status. Quick to point out the contributions of others and slow to seek attention for self. Share credit, emphasize team over self, and define success collectively rather than individually.

· Work Intelligently: Have common sense about people. Tend to know what is happening in a group situation and how to deal with others in the most effective way. Demonstrates good judgment and intuition around the subtleties of group dynamics and the impact of their words and actions.

· Supervisory Responsibilities: Assist with managing all staff and vendor relationships related to Cross-Functional departments. Is responsible for the overall direction, coordination, and evaluation of these positions. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities can include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding, coaching, and correcting the performance of employees when necessary, according to established standards.

PHYSICAL REQUIREMENTS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the position's essential functions.

· Full-time hours required, with additional work hours as necessary to accomplish objectives, goals, and projects.

· Occasionally lift and/or move up to 10 pounds.

EEO STATEMENT

Mirastar encourages diverse applicants to apply for all positions. Mirastar does not discriminate in employment opportunities or practices on the basis of race, color, religion, creed, sex, familial status, marital status or domestic partner status, national origin, age, disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition including genetic characteristics, veteran or military status, sexual orientation, gender identify, gender expression, any persons holding an undocumented "AB 60" driver's license, or any other characteristic protected by law. This provision also includes the perception that anyone has any of the above characteristics or is associated with a person who has or is perceived as having any one of these characteristics. Discrimination based on any of these protected classifications is unlawful and is a violation of company policy. The Company makes all employment decisions without regard to these protected statuses and does not tolerate harassment or discrimination.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Mirastar Federal Credit Union reserves the right to revise or change job duties and responsibilities as the need arises.