Position Purpose

Upholds the Credit Union’s mission of “Doing the Right Thing” by ensuring the quality and efficiency of service and member advocacy/referrals delivered by the branch and ensuring that all branch employees are following the Credit Union’s vision and mission. Supervises employee performance and promotes staff development. Solves problems within established policies and procedures. Responsible for branch building functionality and appearance including safety and security. Assists members as necessary and handles complex issues and complaints.

Essential Responsibilities

• Operates the branch with direction from the Branch Development Team on how it fits into the Credit Union’s Strategic plan vision, and mission. Promotes and monitors quality service and member advocacy in the branch.

• Takes responsibility for overall branch functionality and appearance, including safety and security. Works with Facilities Department to ensure safety and security at the branch, as needed.

• Maintains proper staff coverage to ensure efficient branch operations. Approves and schedules paid time off. Participates in the recruitment process for new employees at the branch in conjunction with the Human Resources Department. Reviews resumes and online applications, calls candidates, conducts interviews, and makes hiring recommendations.

• Supervises, manages, and develops staff by assigning responsibility, directing workflow, answering questions, solving problems, cross-training, and providing guidance.

• Develops by coaching, mentoring staff, leading by example to achieve Credit Union standards and goals (including loan volume, debt protection, GAP, Referrals, member survey scores, teller error rating, etc.), while creating a positive, cohesive atmosphere for all employees.

• Carries out supervisory responsibilities such as discipline, performance appraisals, salary recommendations, approving time cards, conducting staff meetings, and the communication of and adhering to all policies and procedures.

• Performs and supervises miscellaneous branch duties including, but not limited to, auditing teller drawers, responding to security alarms, routing correspondence, etc.

• Approves branch expenditures up to a pre-set limit. Monitors branch expenses, efficiencies and brings potential cost savings measures to Branch Development Team.

• Resolves, researches, and follows-up on member issues and complaints. Communicates employee and member feedback to the Senior Vice President/Director of Branch Development. Provides effective decision making that is in the best interest of the Credit Union, the branch and member.

• Maintains working knowledge of branch positions (not including Mortgage Lender) preforms responsibilities as needed. Acts as a resource for employees, managers by walking around, observing staff, coaching in the moment and conducts monthly performance coaching with employees.

• Responsible for maintaining proper security controls and upholds member and employee privacy for the branch (i.e., Cash and Security, security alarm key holder information, Clean Desk Policy, oath of office).

• Monitors the overall status of the branch and its financials and discusses ideas for improvements and changes with the Senior Vice President/Director of Branch Development. Seeks innovative solutions for business issues.

• May participate in the implementation of technological enhancements (updates, upgrades, testing, etc.) of core system (DNA), Loan systems (Velocity), online banking/mobile banking and any other projects needed by the Credit Union.

• Attends and actively participates in Credit Union meetings and programs. Participates and encourages participation by branch staff in Credit Union sponsored activities and events.

• Maintains a positive image in the community through involvement with charities, chamber of commerce, and other community organizations.

• Actively attends meetings and training sessions to remain up to date and be responsible for policies, regulations, procedures, products and legal requirements, including but not limited to the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies and regulations.

• May require registration as a Mortgage Loan Originator (MLO) with the Nationwide Mortgage Licensing System (NMLS) and Registry on an annual basis in addition to maintaining updates as needed. Initial registration may be required immediately upon hire into this position. NMLS area-requires annual NMLS continuing education on an annual basis (currently 8 hours/year). Failure to register or maintain a current registry, or any unacceptable criminal conviction barred under policy guidelines, may be grounds for termination.

• Requires Notary Public and Signature Guarantee certification, and continuing education as renewals occur.

Necessary Experience and Qualifications

• High School Diploma or equivalent. Associate or Bachelor’s Degree in Business or related field preferred.

• Three+ years previous experience in a financial and/or leadership position preferred with a high level of knowledge of products, services, and procedures in a financial environment.

• Knowledge and experience in deposit accounts and lending is necessary to support and coach the team as well as assist members when needed.

• Strong leadership skills with the ability to direct, coach, and develop others. Ability to delegate as needed.

• Ability to project a professional image and practice professionalism in a financial environment. Can withstand negative or emotional communication without feeling personally affected.

• High level ability to read and comprehend detailed and technical information. Ability to write and produce professional business letters, reports, memos, email, and other correspondence. Knowledge and experience using Microsoft Excel and Word.

• Ability to make high level decisions and to research and resolve member and employee issues and take appropriate action. Possess a high degree of independent judgment skills.

• Strong, diplomatic interpersonal skills in order to deal effectively with a diverse group of members and employees in high stress situations.

• Proven time management and organizational skills.

Work Environment and Physical Requirements

• Office environment with moderate level of noise.

• Minimal lifting of up to 25 pounds.

• Frequent use of telephone, copier, computer, fax machine and other office machines.

• Prolonged sitting or standing.

• Frequent mental and visual concentration.

• Occasional travel for training, meetings, and assisting other branch locations.

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.