The posting
Pay Range: $74,100 - $90,800
Remote Eligible: No
We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.
General Purpose of the Position
This role is responsible for assisting with the direction and administration of branch operations, ensuring compliance with established policies and procedures while overseeing the delivery of exceptional member service. This role supervises a full range of services to both current and prospective members, ensuring prompt, professional, and personalized service, along with effective collaboration across departments. The Branch Supervisor acts as Branch Manager when needed, and provides training, direction, and supervision to branch staff to ensure efficient, consistent, and high-quality service. Additionally, this role performs various branch-related functions as required.
Essential Duties and Responsibilities
Member Service & Problem Resolution
- Answers Member Advocates’ questions, solves problems, and assists with complex transactions and sensitive member relations problems. Makes judgments for Member Advocates (within limits of authority) pertaining to all operations of branch.
- Ensures that members' requests and questions are promptly, efficiently, and courteously resolved. Explains policies and procedures to members. Answers member’s questions or refers appropriately.
- Demonstrates “escalation resolution” skills to effectively address critical member needs and concerns, recognizing and championing branch/organizational opportunities such as process improvements.
- Assists with Member Advocates functions. Performs duties related to transaction and loan processing, new account openings, account servicing including deposit products, and safe deposit boxes (if applicable). Verifies deposits, process loans, and approve transactions within established limits
- Provides excellent service by demonstrating courtesy and personal concern for members and coworkers needs and followsup to ensure those needs are met.
- Promotes branch business development and seeks to broaden member base.
- Responsible for reviewing and responding to Member Loyalty surveys in a timely manner and sharing any feedback internally as appropriate.
- Reviews and monitors the work of branch personnel. Provides suggestions to leadership and supports as necessary.
Team Leadership & Development
- Responsible for interviewing, hiring, and training Member Advocates, as well as planning, assigning, and directing work. Assists with new employee orientation and staff training sessions, ensuring employees are well-trained in all aspects of their roles.
- Ensures employees are knowledgeable about Credit Union products, services, and policies.
- Effectively cross-sells and coaches employees to offer Credit Union products and services to its members.
- Helps lead change management efforts by guiding the team through new initiatives, process updates, and organizational changes to ensure smooth transitions and continued service excellence.
- Assists with tracking individual progress, conducting performance appraisals, and formulating and implementing corrective actions as needed.
- Contributing beyond the branch by supporting and leading organizational projects.
Operations & Compliance
- Ensures Branch security. Assists with opening and closing the building in accordance with set hours. Tests security equipment as assigned.
- Supports branch and team by verifying operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, and audit standards. Provides suggestions for improved effectiveness.
- Completes required reports and records and ensures that Branch functions, internal controls, and audits are properly documented.
- Ensures that the Branch cash and transactions are in balance at the close of each day. This includes ensuring that all reports are prepared. Provide assistance to Member Advocates as needed.
- Investigates ATM and Member Service out of balance conditions and institutes corrective procedures. Assists in finding balancing errors. Ensures that each Member Advocates balances at the end of each day and secures all funds in compliance with established procedures. Maintains ATM functionality and oversees cash vault operations including ordering, balancing, resolving discrepancies, and maintaining appropriate cash levels in all cash entities. Assists with Member Advocates functions. Performs duties related to transaction and loan processing, new account openings, account servicing including deposit products, and safe deposit boxes (if applicable).
- Assists with implementing changes to established policy and procedures within the Branch.
- Assists with determining appropriate staffing levels and scheduling employees.
- Ensures that the Credit Union's professional reputation is maintained.
- Replaces Branch Manager as necessary. Assists with personnel functions and operational oversight as assigned.
- Ensures that work area is clean, secure, and well maintained.
- Required to comply with NCUA requirements and register as a Mortgage Loan Originator and keep a current registration in compliance with the SAFE Act.
- Adhere to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act and OFAC.
- Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position.
- Actively serve as a Notary Public and Medallion/Signature Guarantee for the branch.
- Ability to establish and maintain effective working relationships with other administrative officials and the public.
- Ability to apply interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization.
- Ability to operate related computer applications and business equipment.
- Ability to exercise good judgment and discretion in applying and interpreting credit union policies and procedures.
- Ability to turn ideas into action and quantifiable results.
- Ability to communicate and connect effectively
- Ability to inspire trust and confidence from their teams, peers, and organization
Nice-to-Haves
- Demonstrated effective leadership skills to select, motivate, develop and supervise assigned personnel.
- Understanding of all branch operations and functions.
- Understanding of credit union services and products.
- Understanding of Credit Union philosophy.
- Understanding of Credit Union’s field of membership.
- Knowledge of legal and regulatory requirements.
- Knowledge of basic accounting.
- Relevant industry experience a plus
- Strong organizational, project management, and analytical skills.
- Performs additional duties and responsibilities as assigned.
Requirements
EDUCATION AND EXPERIENCE
Bachelor’s degree or four years related experience and/or training; or equivalent combination of education and experience.
DIRECT REPORTS
Branch Member Advocates, Assistant Branch Supervisor, if applicable
PHYSICAL DEMANDS
While performing the duties of this job, the employee is typically required to remain stationary for long periods and is occasionally required to lift/move or transport up to 10 pounds. Employee needs to occasionally move about inside an office to access files, mail, office machinery, etc. and constantly operates a computer and other office equipment, such as a phone, copier/printer, etc. Employee needs to position self to maintain computers, including under desks and in the server closet. Will frequently communicates with members and co-workers and must be able to exchange accurate information in these situations . Employee will travel to visit CU location as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.
Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.
