JOB SUMMARY 

The Assistant Branch Manager plays a vital role in delivering exceptional service to our members while supporting the overall operations of the branch. This position assists the Branch Manager in opening accounts, processing loans, and ensuring daily operations run smoothly. Additionally, the Assistant Branch Manager provides guidance to staff through coaching and training, helping them navigate complex transactions and inquiries.

KEY RESPONSIBILITIES

Operational Leadership

• Acts as the Branch Manager in their absence, ensuring operational efficiency and compliance with federal regulations and Credit Union policies.
  
• Collaborates with the Branch Manager on departmental projects and daily tasks, including staff scheduling and workflow management.
  
• Aids branch staff in effective decision-making, and addresses complex transactions and escalated member issues, ensuring a high level of service.
• Assists the Branch Manager in mentoring and developing team members, offering constructive feedback on performance to facilitate professional growth.
• Cultivates a service-oriented culture by providing outstanding support to both members and staff, resolving account and loan-related issues, and identifying opportunities for deeper member engagement and product utilization.
• Monitors cash operations and conducts audits to maintain security and compliance, ensuring staff adherence to policies and procedures.
• Analyzes, researches, and resolves discrepancies related to member accounts and loans.

Member Services

• Opens new accounts, including trusts, rep payee, IRA, estate, and organizational accounts.
  
• Provides support to existing accounts (e.g. resetting passwords, processing transfer files, ACH payments, stop payments, facilitating wire transfers, converting accounts) and processes member transactions.
  
• Functions as a trusted advisor by recommending suitable products and services, educating members on offerings, and employing consultative selling techniques through various communication channels, including courtesy calls and in-person interactions.
  
• As needed, steps into the role of a Member Service Representative or Vault Custodian to manage peak periods or provide coverage during teller line shortages.

Lending

• Serves as a loan officer, including processing, underwriting, and closing, within assigned authority.

Compliance and Administration

• Completes all required paperwork and data input accurately, in compliance with Credit Union policies and procedures.
• Understands the Credit Union’s financial goals and strategic direction.
• Stays updated on Credit Union products, services, and compliance regulations, ensuring adherence to established standards and guidelines.
• Understands all security and responsibilities of the departments within the Credit Union.
• Supports the day-to-day operations and efficiencies of the branch.

Performance and Training

• Consistently meets or exceeds performance goals as established by management.
• Meets all internal training requirements for this position, annually.

Additional Functions

• Attend meetings, training courses, and seminars.
• Perform clerical support duties as necessary.
• Assist in other departments as necessary.
• Performs other functions as required.

Skills, Knowledge and Experience

• Minimum: High school diploma or equivalent. Advanced degree preferred.
• Minimum of three years member/customer relations experience, Credit Union or financial institution preferred.
• Excellent member service and effective verbal and written communication skills.
• Strong cross-selling skills.
• A commitment to providing exceptional member service.
• Ability to work independently and as part of a team.
• Self-motivated with a strong initiative and ability to manage multiple tasks.
• Strong knowledge and understanding of financial products and services.
• Advanced problem-solving and decision-making capabilities.
• Must have basic keyboarding and data entry skills including a working knowledge of Outlook, Word, and Excel.
• Dependable and detail-oriented.
• Intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.).

Experience with Fiserv Portico a plus.

This position description is not a complete statement of all duties and responsibilities comprising your position. 

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