The posting
Function Description: The branch lead supports the Branch Manager with operational procedures and assists with operational duties, including audits. Supports branch sales and service goals by training and developing branch staff. Provides on the spot coaching to staff relevant to member referrals, sales and operational integrity. Resolves escalated issues and keeps the Branch Manager informed. Assumes managerial duties in the absence of the Branch Manager. Reports to: Branch Manager Supervisory or Managerial Responsibility: None
Contacts: Credit Union members, merchants, vendors, other financial institutions, miscellaneous Bellco departments and employees.
Minimum Qualifications
Education:
High school graduate or equivalent work experience is preferred
Work Experience:
Prefer two plus years teller / operations experience. One year sales and customer service, preferably in financial services
Special Training, Certification or Licensure
None
Work Environment and Conditions:
To meet the financial service needs of our members, position may necessitate changes in hours or location.
Essential Responsibilities:
Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments.
Effectively oversees operations of the branch, including accountability for audit scores. Ensures compliance with Operational Procedure Manuals. Ensures monthly branch audits are completed accurately and in a timely manner. Produces daily, weekly and monthly audit reports. Makes decisions around teller out of balances, emergency cash box release, and provides after hours support to managers within the branch network to troubleshoot balancing issues. Serves as a back-up to the Branch Manager including but not limited to: morning huddles, setting daily individual and branch production goals, participating in morning sales calls, actively supporting and engaging branch personnel, and supporting staff in reaching goals. Handles member issues/complaints and provides solutions. Routinely handles digital (phone and virtual) appointments, including the allocation of digital appointments to employees to ensure appointments start on time. Identifies areas of opportunity to increase branch efficiency. Conducts ongoing analysis of branch activities, workflow and operations with a specific strategy devised towards meeting corporate goals. Regulates areas of compliance risk to the credit union including but not limited to, MIP errors, SARs, CTRs and identifies discrepancies with BSA policies. Monitors cash flow and volume in the branch to meet member needs and mitigates liquidity risk while staying within predetermined cash limits. Makes new account opening decisions beyond the authority of the frontline staff by reading and interpreting CBRs and/or IDV results determining potential risk for monetary loss and fraudulent activity. Maintains knowledge and conducts training of opening and closing procedures to maintain a secure and safe working environment. Inspects frontline transactions to ensure accuracy and proper holds are being placed to mitigate fraud and potential loss. Maintains thorough knowledge of lending process, Security and Fraud procedures, and functions of all automated equipment. Serves as a branch-wide source of knowledge on credit union operating procedures to provide necessary support to branch staff. Tracks and reports sales and operational productivity. Performs other related duties as assigned by management.
Skills: Loan experience preferred, Strong operational skills, Willingness and ability to sell products and services, coach others to do so, Clear communication, both verbal and written, Ability to work independently without supervision, can accurately and efficiently enter data and update, member financial records via computer terminal, Ability to accurately maintain a teller drawer, Knowledge of computer programs ex. Excel and Word.
Core Responsibilities:
Be available to work as scheduled and report to work on time. Be willing to accept supervision and work well with others. Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training. Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization. Adheres to safe working practices and always follows all organizational safety policies and procedures. Demonstrates compliance with all state, federal and all other regulatory agency requirements. Ensure strict confidentiality of all records and PII.
Core Values: BE ETHICAL AND DEMONSTRATE INTEGRITY: Treat others with respect, dignity and” tough love.” It’s about character and influence, not about a title. Be honest and direct. Challenge ourselves and each other to reach our full potential. BE ACCOUNTABLE: Lead by example. You are the reflection of how you show up. Set realistic expectations. Make good business decisions. Meet commitments. Learn from mistakes. EMBRACE CHANGE: Develop the individual, improve the team, grow the institution. Encourage and reward creative solutions. Ask impactful organizational questions. Identify the problem to be solved and the desired outcome. Engage others. Believe in what’s possible. APPRECIATE THE MEMBER: Achieve and retain trusted, valued relationships with members. Listen and identify needs. Prioritize the member experience. Maintain a high level of member satisfaction. Serve the member with pride. ACHIEVE SUCCESS TOGETHER: Strive for Flawless Execution. Not for the sake of numbers, but for a sense of pride in a job well done. Success favors the prepared. Consistently plan, coach and grow to master our roles. Celebrate our success. Act Nice Behaviors: Accept mutual accountability when things go wrong Acknowledge others’ efforts and thank them Avoid jumping to conclusions Be honest, direct, and civil with no hidden agendas Communicate with others face to face whenever possible Empathize with others by putting yourself in their shoes Establish and build relationships into trusted partnerships Forget the past and avoid holding grudges Hear individuals out by actively listening to them Protect and build up each other’s self-esteem Recognize and reinforce others’ positive actions Respect each other’s priorities and personal space
