Branch Manager Service Leader

Position: Branch Manager: Growth & Service Leader
The Branch Manager’s responsibilities include the service and activities of the entire branch to ensure an exceptional service standard while minimizing fraud and losses. Additional responsibilities include achieving a high level of production for themselves and the team, while maintaining high team morale. Branch Managers lead by example, monitor employee performance and work on professional development for each member of their team.

Essential

Job Duties and Responsibilities Consistently meet all Shell FCU Service Commitments;
Shell FCU Employee Creed and Shell FCU Service Distinctions.

Accountable to maintain knowledge of and comply with all applicable rules and regulations required within the scope of duties, including, but not limited to, the Bank Secrecy Act.

Required to complete annual training sessions as instructed or scheduled.

Perform job duties and responsibilities in compliance to Shell FCU policies, procedures, philosophy, and standards of performance.

Keeps the Branch Operations Manager fully informed on all conditions in areas of a branch, and the factors influencing those conditions.

Facilitate effective communication and collaboration with other departments to ensure a seamless operation of the branch.

Conducts thorough reviews of large check items received at the branch as well as New Account application reviews.

Assist members and potential members with their financial service needs; explain services, open, maintenance & close accounts, process teller transactions, offer solutions to member issues and respond to problems.

Ensure all branch operations quality control findings are resolved in a timely manner.

Responsible for hosting quarterly security meetings with the staff.

Ensure all marketing material as well as lobby financials are up to date.

Oversees branch office daily Operations according to established Operating procedures as set by the Board of Directors and Management.

Perform counseling and terminations of branch employees, as needed.

Represent the Credit Union by actively participating in community activities, as needed.

Counsels and assists branch staff with problems and concerns by maintaining an effective system of communication.

Conducts employee interviews with the goal of selecting the most suitable candidates for the team.

Monitor service distinction surveys to ensure the delivery of 5.5 service at the branch. Provide member survey responses to BOM as needed.

Responsible for reviewing employee Lending and Member Service Queues to ensure completeness and timely follow-up, as well as providing guidance in notes when necessary.

Accountable for branch scheduling and resource allocation to ensure that member service remains the top priority.

Responsible for analyzing Better Lobby and ML Insight reports to ensure that branch performance is progressing positively.

Responsible for maintaining necessary cash volumes for Tellers, ATM’s and Vaults while staying within branch limits.

Available for after-hour branch assistance and/or escalations including weekends and holidays.

Responsible for the evaluation of staff and employee career path planning.

Performs branch staff performance appraisals according to policy and recommends branch staff salary increases within budget.

Serve as a contact for on-site compliance audits and examinations. Ensure branch is in compliance with required building signage.

Maintains a thorough knowledge by following, implementing, and enforcing new and existing Credit Union policies and procedures as approved by the Board of Directors and Management.

Maintains security, confidentiality, and proper internal controls of information, records, and procedures for the branch.

Maintains a positive, caring, and professional atmosphere for members and employees of the branch, consistent with the Credit Union's mission statement, core purpose, and philosophy, service distinction and employee creed.

Obtains maximum utilization of branch staff by clearly defining their duties and establishing performance standards that are clearly communicated to each employee.

Ensure branch compliance and proper operations of all tellers, member service, and lending duties and responsibilities.

Handle member complaints in a professional and helpful manner while ensuring employee security from abusive and hostile members.

Meet / Exceed assigned branch goals.

Perform one-on-ones and observations with branch staff, as needed.

Greet all new members of the Credit Union as well as monitor member retention.

Performs additional duties as assigned.

Shell Federal Credit Union is an equal opportunity and an affirmative action employer and committed to providing equal opportunity for all employees and applicants for employment, without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, age, citizenship status, marital status, protected veteran status, mental and/or physical disability, pregnancy, or any basis prohibited by State or Federal law.

To perform this job successfully, an…