Branch Manager II - Redlands Branch; Redlands, CA

POSITION SUMMARY

Utilizing knowledge gained through experience, oversees the operations of a branch in a complex environment to support and achieve credit union strategic initiatives. Creates a work environment where staff consistently focuses on delivering Wescom Experiences. Fosters a culture within the branch that reinforces member service, teamwork and collaboration, financial discipline, operational integrity, process improvement and efficiency. Models desired behavior and promotes optimal member engagement and new member onboarding by promoting the use of the Building Member Connections Model.

Motivates staff, reinforces relationship building and referral activity for achievement of branch growth goals, including engaging new members and existing members to deepen their product and service usage with the Credit Union.

Provides ongoing coaching through formal and informal observations to achieve organizational objective of developing long term member relationships. Responsible for educating team members regarding current marketing promotions. Oversees ongoing employee development with training and licensing in individual disciplines. Ensures staff is proficient in using and demonstrating all changing technology available to members including but not limited to mobile and online banking services.

Supports the organization’s strategic objectives by establishing goals that are specific, measurable, attainable and timely. Tracks results and leads staff to achieve assigned goals, and coaches/reviews performance accordingly. Establishes production and referral expectation for consumer loan products, membership growth, insurance services (WIS and WFS), investment services (WFS), home equity products and first mortgage products. Oversees activities with staff that support teamwork and collaboration throughout the organization.

Responsible for proactively resolving escalated member inquiries and issues at the first point of contact.

Responsible for driving membership growth by demonstrating leadership presence within their community representing the credit union’s commitment to helping Southern Californians build better lives. Participates in the business development efforts including developing relationships with local businesses for Select Employee Group (SEG) opportunities as well as participating in community events.

• Consistently provide a high level of service and is committed to increasing member satisfaction. Demonstrates adherence to the Branch Service Standards in addition to enforcement and modeling of our Mission Statement, Vision, Core Values and Team Attributes.
• Assumes personal accountability for maintaining high service standards and operational excellence throughout the branch. Promotes advocacy and takes personal responsibility to ensure that member issues are handled expeditiously. Focuses on delivering Wescom Experiences and achieving successful results.
• Creates an environment that supports teamwork and collaboration, within the branch and organization-wide.
• Partners and collaborates with Branch Administration on business development efforts including developing relationships with local businesses and communities.
• Directs branch marketing efforts and provides remote marketing support for credit union products and services. Coordinates and/or conducts seminars for members. May participate in community events as well as CCUL Chapter activities and events.
• Manages branch staff and directs management activities of the Assistant Branch Manager and Operations Supervisor. Establishes performance goals in alignment with organizational objectives, allocates resources, and assesses performance of staff.
• Effectively manages and adjusts to swiftly changing priorities, product and service offerings, new technology and operating systems. Ensures staff knowledge is applied through following the directed career pathing compliance, ongoing training, product presentations, and staff meetings.
• Responsible for selecting, coaching, evaluating and developing branch staff; focuses on career pathing of direct reports; oversees training of staff in member service, products and…