Assistant Branch Manager I Metairie 4704 - Keesler Federal Credit Union

Description

SUMMARY

Under general supervision, but following established policies and procedures, is responsible for the efficient and effective management of the loan lobby operations of a Level 1 or 2 branch. The Assistant Branch Manager I (ABM I) may function as a Receptionist, Teller, FSR, or as needed or directed by the Branch Manager. The key role of the ABM I is to provide coaching input to loan lobby staff on the delivery of service and product sales efforts. Uses "The Sales and Service Standards" when interacting with internal and external members.

The ABM I coordinates and works in concert with the Branch Manager in the overall operation of the branch, makes daily decisions as to work methods, workflow, and member service. This position is expected to show initiative in proactively addressing branch performance issues. The ABM I resolves member complaints within the scope and authority of the position. This position oversees all activities of a branch in the absence of the Branch Manager. Depending on branch structure, e.g. a Satellite Branch, an ABM I may be assigned duties and responsibilities for overall branch operations. In this case, the ABM I would likely fall under the direct supervision of a Branch Manager for which the Satellite branch reports.

SUPERVISORY RESPONSIBILITIES

Oversees branch operations and supervises branch staff in absence of Branch Manager, including coaching, counseling, and disciplining team members; providing input for performance evaluations; training, scheduling, and directing staff and assigning work. As directed by the Branch Manager, the ABM I may also be involved in the new hire interviewing process.

ESSENTIAL FUNCTIONS

• Responsible for ensuring that staff members conduct business in accordance with "The Sales and Service Standard".
• Uses The Sales and Service Standard to routinely and effectively coach staff to meet personal, departmental, and organizational goals, including documenting and tracking progress and results.
• Supervises, mentors, and coaches the lobby staff in their duties and may accomplish the primary functions of an FSR or Teller.
• Performs branch servicing duties as needed to include teller and lending functions.
• Develops works schedules, assigns duties, and approves or denies leave requests.
• Supports branch operations by evaluating and providing insight that requires management discretion or escalation on member requests that are outside the normal scope of operations; and providing overrides as is reasonable to service the membership.
• Effectively uses the CRM to create, monitor, and manage Sales and Referrals for consumer & business accounts.
• Works to resolve members concerns, complaints, discrepancies, and problems through use of available resources, effective use of KFCU computer systems, and product knowledge. Refers problems through the chain-of-command for resolution. Utilizes the CRM to effectively track member's concerns.
• Assists the Branch Manager in audits as required by internal controls and shares responsibility for the security of the vault or safe.
• Assists the Branch Manager with alarm checks, ordering and disbursement of cash and coin shipment, reporting, and employee time schedules.
• Assists in maintaining the ATM including balancing, servicing, and cleaning.
• Provides member service in a professional, friendly manner and coaches staff members in the sale of KFCU services and products.
• Makes recommendations for revisions or alternatives to branch operations procedures or policies.
• Provides input on work performance on annual performance evaluations and by conducting counseling sessions.
• Assists Branch Manager in attending Community Functions and building SEG relationships within the community.
• In support of marketing campaigns such as Auto Loan Refinance or new member onboarding, makes outbound phone calls to contact members regarding products or services for which the member qualifies.
• Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA), Red Flag Program, Fair Lending, and Office of Foreign Assets Control (OFAC).
• Utilizes The Sales and Service Standard to identify potential member (internal or external) service needs which can be met through the sale of credit union products and services, or adherence to the department's policy and procedures.
• Creates new membership accounts. Opens and processes required documentation for all types of consumer & business deposit accounts including individual retirement accounts and certificates of deposit.
• Uses loan operating system and The Sales and Service Standard process to complete quality consumer & business loan applications over the phone or in person. The goal of the loan application interview is to meet member needs and minimize pending applications.
• Leads, coaches, and manages the functions of the Branch Sales staff.
• Utilizes developmental assessment and coaching tools leveraging talents and improvement opportunity areas. Holds monthly sales development discussions in a safe environment. Coaches the team members to determine actions steps. Provides meaningful metrics of performance.
• Has an excellent knowledge of the features and benefits of Credit Union services and of selling skills employing both to successfully cross-sell Credit Union services when assisting staff or members in any capacity.
• Ensures members of the branch team meet the sales goals of the branch and the Credit Union.
• Prepares service and sales plans and communicate plans and goals with staff. Assigns duties and responsibilities related to the plans and goals. Monitors progress against plans and report as directed.

Other Duties and Responsibilities:

• Assists the Branch Manager in the management of staff sick leave, annual leave, and overtime for the branch.
• Assists in upholding the branch appearance (interior and exterior) and maintains a clean and orderly workspace.
• Miscellaneous duties as assigned.

KNOWLEDGE & SKILLS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• A two-year college degree or equivalent or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.

Experience and Other Requirements:

• One year to three years of similar or related experience in a financial institution required.
• On-going ability to keep abreast of changing policies and procedures.
• Proven knowledge of credit union branch policies and procedures.
• Satisfactory completion of any required management/supervisory training.
• Excellent communication skills and the ability to motivate staff in sales.
• Confidentiality and dependability.

Computer Skills:

• Extensive use of personal PC required.
• Must be proficient in Microsoft Word, Excel, as well as use of internet and e-mail.
• Must be able to navigate the internet to Search for Data and be able to complete online forms.
• Somewhat knowledgeable of emerging computer technology, such as mobile devices, imaging technology, and social media.
• Proficient with Home Banking and Bill Paying Services.

Interpersonal Skills:

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Certificates, Licenses and Registrations:

Must actively participate and successfully complete The Sales and Service Standard Training.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the individual is regularly required to sit, stand, and walk; use hands to handle, feel or grasp; reach with hands and arms; and talk or hear. The individual is occasionally required to lift and/or move 25-50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Extensive use of computer is required. The noise level is that of a normal office environment. When the branch lobby is busy, elevated noise levels are present.