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We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.
Assists in managing the operations of a full-service branch and creates a work environment where staff consistently focuses on delivering Signature Experiences. Fosters a culture within the branch that reinforces member service, teamwork and collaboration, financial discipline, operational integrity, process improvement and efficiency. Leads, trains and coaches staff to perform transactions, establish memberships, share and loan accounts and related products and services by conducting interviews, completing necessary documents and performing data entry of records in compliance with audit requirements. Assumes responsibility for all branch functions in the absence of the Branch Manager. Models desired behavior and promotes optimal member engagement. Motivates staff, reinforces needs driven-selling and referral activity for achievement of branch growth goals. Responsible for educating team members regarding current marketing promotions, engaging new members to become Signature Members within their first 90 - 120 days of joining the Credit Union, and engaging existing members to deepen their product and service usage with the Credit Union. Assists manager with employee development though formal and informal coaching.
Supports the organization’s strategic objectives by communicating and tracking goals that are specific, measureable, attainable and timely. Leads staff to achieve assigned goals, and coaches/reviews performance accordingly. Communicates production and referral expectation for consumer loan products, membership growth, insurance services (WIS and WFS), investment services (WFS), home equity products (Branch Mortgage Loan Originators) and first mortgage products (Real Estate Mortgage Loan Originators). Responsible for proactively resolving escalated member inquiries and problems at the first point of contact. Oversees activities with staff that support teamwork and collaboration throughout the organization
ESSENTIAL POSITION FUNCTIONS:
Consistently provides 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, 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 Signature Experiences and achieving successful results in the Member Experience Surveys. Creates an environment that supports teamwork and collaboration, within the branch and organization-wide.
Performs and provides approvals for various day-to-day transactions including, but not limited to check approvals, check hold decisions, cash verification/approvals, and transaction overrides. Performs and approves various day-to-day loan transactions including, but not limited to loan review and approvals. Provides operational support and acts as a resource for staff regarding policies and procedures.
Acts as a mentor and provides direction and support for the Operations Supervisor. Assists in managing branch staff and activities. Aids in establishing performance goals in alignment with organizational objectives, allocating resources, and assessing performance of staff.
Effectively manages and adjusts to swiftly changing priorities, product and service offerings and new technology and operational systems. Ensures staff knowledge is current and applied. Ensures staff knowledge is applied through following the directed career pathing compliance, ongoing training, product presentations, and staff meetings.
Supports Branch Manager in selecting, coaching, evaluating and developing branch staff; focuses on career pathing of staff; oversees training in the areas of member service, products and services, operations, and interpersonal skills. Ensures training objectives are met, including regulatory training, and Wescom University core curriculum is completed by all employees. Ensures that licensed and registered employees actively maintain their licensing/registration and complete all required training curriculum.
Aids in the development of staff’s goals for service, growth, and other key areas. Coaches staff to achieve growth through needs-based sales and service skills to match services to member needs. Models behavior for staff to ensure optimal member engagement, a migration to appropriate delivery channels, and make referrals for insurance services, investment services and real estate services.
Attracts new members and manages member and account retention with an emphasis on engagement. Ensures staff efforts are focused on achieving goals and aligned with Wescom’s strategic objectives. Works collaboratively with Branch Manager to administer the branch budget and ensure expense control in all areas including salaries and overtime.
Requires knowledge of consumer lending and home equity products as well as experience with the loan origination process, including application processing, pricing, documentation, disclosures, quality control and funding. Identifies lending growth opportunities and manages staff’s activities and tracking.
Ensures branch compliance with audit and security standards, policies and procedures, loss prevention measures and the safeguarding of Credit Union assets. Performs routine audits of negotiable instruments as well as review and balancing of assigned GL reconcilements. Ensures quality control of memberships opened and loans funded at the branch. Maintains confidentiality of Credit Union and member records.
Ensures that the physical environment of the branch is maintained according to Wescom standards. Ensures individual appearance and demeanor reflects the desired level of professionalism, and holds staff accountable for same.
Maintains good attendance and punctuality in adherence with Wescom policy.
EDUCATION AND EXPERIENCE:
Bachelor’s Degree and previous supervisory experience in a financial institution is preferred.
Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained for all Branch Mortgage Loan Originators. Maintain licensing as Notary Public.
OTHER SKILLS AND ABILITIES:
Ability to demonstrate analytical skills; strong communication skills, both written and oral; ability to quickly embrace change and effectively lead others through change; consistently demonstrates professionalism; ability to work in a fast paced environment; ability to work well with others and be a team player; and ability to be creative, productive and goal oriented. Must be detail oriented with strong organizational skills.
Must be proficient in job related technology applications including the Credit Union’s operating system and lending system.
Proficient in Microsoft Applications (Word, Excel, PowerPoint, Outlook). Must be proficient in technology applications including the Credit Union’s operating system and specialized software required for performance of position. Must maintain proficiency in using and demonstrating all technology available to members including but not limited to mobile and online banking services
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages and to draw and interpret bar graphs.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.
The noise level in the work environment is moderately quiet. It is a non-smoking environment.
The above job requirements are representative of minimum levels of knowledge, skills and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by management.